Adding Custom Field Filters to Ticket Views

Add custom field filters to Views to show or hide tickets by their custom field values. 
Note:
Adding custom field filters delay some real-time updates to the ticket lists by 30-60 seconds. 

To add custom field filters to Views:

  1. Click the One Inbox icon in the side panel on the left.
  2. (Optional) Click the Language icon  and select a language to show its Views and tickets.
  1. Select the View you'd like to edit from the Views panel on the left. 
Note:
In the My Tickets, Taken by Me, and My Snoozed Tickets Views, you can filter the ticket lists by status, but you cannot add other filters. 
  1. Click the Show More icon  next to the View name and select Edit.
  1. Click + Add Filter from the Views panel on the left. 
  2. Scroll down and select the relevant custom field under Custom fields or enter the name of a field and select it from the list. 
  1. Set up the filter according to the custom field type:
    • Single-line text or multi-line text: Enter the custom field value of the tickets you'd like to include.
      • (Optional) Click Has the words and select Exact to view tickets that have the exact same text in their custom field value. 
      • (Optional) Click Has the words and select Doesn't have the words to view tickets that do not have the text in their custom field value. 
    • Dropdown list: Click the drop-down and select the custom field value of the tickets you'd like to include.
    • Checkbox: Click Yes or No to filter tickets by their custom field checkbox value. 
    • Number: Enter the custom field number value you'd like to include.
      • (Optional) Click Equal to and select Larger than to include tickets that have a larger number in their custom field.
      • (Optional) Click Equal to and select Smaller than to include tickets that have a smaller number in their custom field. 
    • Multi-level: Click the Contains any value drop-down and choose an option:
      • Contains any value: Include tickets that have any value in the selected multi-value custom field.
      • Matches: Click the Any value drop-down and choose an option:
        • Any value: Include tickets that have any value in the selected multi-value field.
        • No value (empty): Include tickets that do not have any values set in the selected multi-value field.
        • [Multi-level value]: Include tickets that have specific value(s) set in the selected multi-level field. If the multi-level field has more levels, select the relevant value(s) from the additional drop-downs.
      • Doesn't match: Click the Any value drop-down and choose an option:
        • Any value: Include tickets that do not have any values in the selected multi-value field.
        • [Multi-level value]: Include tickets that no not have specific value(s) set in the selected multi-level field. If the multi-level field has more levels, select the relevant value(s) from the additional drop-downs.
      • Matches any of these: Select the multi-level value(s) of the tickets you want to include from the Select option drop-down.
        Note: Tickets are only included in the list if their level 1 value matches any of the values you select here.
      • Matches none of these: Select the multi-level value(s) of the tickets you do not want to include from the Select option drop-down.
        Note: Tickets are only included in the list if their level 1 value does not match any of the values you select here.
  1. (Optional) Save the View for other team members to use. 
Note:
To save views, you must be an administrator or have a custom role with Create, update, and deleted views enabled in the Ticket List & Saved Replies permissions.