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Getting Started

  • Tutorials
  • Installation
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Guides

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Panels

  • Admin Panel
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    • Dashboard Tab
    • Users Tab
    • Tasks Tab
    • Tickets Tab
      • Advanced Search
        • Custom Columns:
        • Quick Filters:
      • Tickets
      • Personal queues
    • Knowledgebase Tab
  • User Portal

Features

  • Multifactor Authentication
  • Visibility Permissions
  • Previously Released

Plugins

  • Attachments in S3
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  • Attachments on the Filesystem

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Advanced Search¶

Several improvements have been made to the Advanced Search to make it more user friendly and more efficient

Old Advanced Search:

Old Advanced Search

New Advanced Search:

New Advanced Search

Saving a Search:

Saving Advanced Search

Once Saved:

Saved Advanced Search

Saved searches are now displayed in the Search column with the title specified:

Saved Search Column

To edit a saved search, click the edit option beside the custom search:

Edit Saved Search

Agents now have the option to customize the columns they see in a custom search as well as adding a quick filter to further narrow down the results shown.

Custom Columns:¶

To customize columns, simply uncheck the ‘Use standard columns’ box:

Search Custom Columns

From here, agents can choose to customize headings for their columns, decide which fields should be sortable, and add/remove columns.

*Note: The columns available to add to searches is configured by the Administrator for individual queues that are available to all Agents. The Administrator can add a field to the columns by going to a specific queue, clicking the Columns tab, and selecting the ‘Add New’ option to configure the new field.

Adding a custom field from Admin Panel:

Add Custom Columns

New Custom field in Saved Search columns:

New Column Available

Quick Filters:¶

Quick Filters are added to searches using the Settings tab.

Advanced Search Settings

Once saved, the Agent can further filter tickets based on the new filter

Advanced Search Filter

Advanced Search Filter Results
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