Last updated: 2024-10-15

Source: https://support.freshservice.com/support/solutions/articles/50000009636-enhancements-to-ticket-list-view

To enhance the flexibility and robustness of ticket views, we're excited to introduce several new features to the ticket list view:

Sorting:

Now, you can easily organize ticket lists according to your preference. Simply tap on the headline to switch between ascending and descending orders.

Note: The following fields are excluded and not sortable: State, Assigned To, Custom text fields, and Multi-select dropdown fields.

Configure Records per Page:

Users now have the ability to customize the number of records displayed on a single page across all views. Choose from a minimum of 30 to a maximum of 100 records, allowing for an efficient viewing experience.

Introduction of Advanced Filters:

To refine your ticket views further, we've categorized filters into 'Basic' and 'Advanced' sections.

Under the 'Advanced Filters' section, you'll find the following enhancements:

Additional Parameters Supported on Field Types:

  • Filter by field types now offers both 'includes' and 'excludes' options for specific fields like agents, status, etc, allowing you to create an exclusion list.

  • Includes or excludes for ‘single or multi-select’ dropdown fields
  • ‘Is’ the selected value for ‘checkbox’ fields
  • On/Between/In the last/In the next for date fields
  • Equals/Not equals/Greater than or Equal to/Lesser than or Equal to for Number/decimal fields
  • Is/Includes/Excludes for Dependent fields

    • Note: Selecting the “is” parameter will let agents add the next level of filters.

    Match All or Any Conditions:

    Selecting either 'all' or 'any' filter conditions allowing for more control over your ticket lists.

    Association-Based Filters:

    Introducing filters based on associations, enabling you to filter tickets based on Requesters, Associated Assets, Service Items, and Impacted Services.

    List of associated fields supported:

    Service Item: Item name, Item Category

    Requester: Department, Location, Group, VIP

    Associated Asset: Name, Type, Managed By, Managed By Group

    Impacted Service: Name, Type, Managed By, Managed By Group

    Note:

    1. Except for ‘Requester’, only one parameter can be chosen at a time for the rest of the associated fields.

    2\. It will take 5-7 seconds for the updated values to reflect in the list view.

    3\.  List view will be limited to a maximum of 10,000 tickets. During export, each file will again allow a list of 10,000 tickets and will be export into multiple files.