Viewing Tickets Linked to Specific Articles or Categories

Add the "Related to Article/Category" filter to see tickets linked to specific articles or articles from specific categories. This is a great way to gain insights into the reasons why customers contact you about particular products or services you offer. 
Tip:
From the Team Member toolbar at the top of an article, click This article's stats, then click Linked Tickets to view a list of linked tickets. 
Note:
Adding the Related to Article/Category filter delays some real-time updates to the ticket lists by 30-60 seconds.

To show tickets linked to specific articles or categories:

  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. Select Related to Article/Category under Ticket filters.
  1. Select the relevant filter(s): 
    • Article: View tickets linked to a specific article:
      1. Click the drop-down and enter the article name.
        Note: Click Filters next to the Search field to refine your results by category, article type, and/or label.
      2. (Optional) Select the article from the list to preview it.
      3. Click Select.
    • Category: View tickets linked to articles in specific categories or subcategories:
      1. Click the drop-down and enter the category or subcategory name. 
      2. Select the category or subcategory from the list.
  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 delete views enabled in the Ticket List & Saved Replies permissions.