What does each filter do?
Filters narrow what a report or dashboard counts. Every filter you add makes the result set smaller.
What each filter does
Filter | What it does |
Date range | Keeps tickets raised between the two dates, in your timezone. The primary basis for most tiles. |
Group | Keeps tickets belonging to the selected group or groups. |
Agent | Keeps tickets assigned to the selected agent or agents. |
Created By | Keeps tickets raised by the selected requester or requesters. |
Type / Category | Keeps tickets of the selected types or categories. |
Priority | Keeps tickets at the selected priority levels. |
Company | Keeps tickets whose requester belongs to the selected company. |
Channel | Keeps tickets that arrived via the selected sources - Web, Email, Portal and so on. |
Due by | Acts on the resolve due date. Choose Overdue, Today, Tomorrow, or a specific date - one choice at a time. |
Do filters narrow or widen the results?
They combine with AND. Each filter you add makes the result set smaller, never larger.
Group, Agent, Requester, Type, Category, Priority, Company and Channel are all multi-select, so you can pick several values within one filter.
What the date range filters on
This differs by report, and it is the most common cause of unexpected results:
Report | Date used |
Ticket Reports | When the ticket was raised. A ticket is counted if it was created between the two dates. |
Dashboard | The ticket raised date - the age of the request, not when it was last touched. |
Timesheet report | The Work Date - the day time was logged. A ticket appears if time was recorded on it in range, however old the ticket is. |
Filtering on the numbers themselves
Metric thresholds let you filter on the metrics rather than the ticket attributes - for example Resolved >= 10, or Reassigned between 2 and 5. The available operators are equal to, not equal to, less than, less than or equal to, greater than, greater than or equal to, between, and not between.
Filters that are not in Ticket Reports
Status, Department and Tag are not available as filters in Ticket Reports. Use Custom Reports for those.
Where a Status filter is available, it uses the ticket's current status - not the status it held at the time the work was done.
