Searching for Tickets

Search by ticket number, customer email address, or keywords to locate tickets on your Tickets List. 

To search for tickets:

  1. Click the Tickets icon in the side panel.
  2. Click the All tickets view on the left.
  1. Click the Search field and enter one of the following search parameters:
    • Ticket number: Enter the individual ticket number to locate a specific ticket. 
    • Email address: Enter a customer's email address to view tickets sent to or from the customer. 
    • Keywords: Enter keywords that appear in the ticket's subject, description, or customer replies. 
  1. (Optional) Click the Relevance drop-down and select a sorting option:
    • Relevance: Display the most relevant search results at the top of the list. 
    • Oldest First: Display tickets that haven't received an update for the longest amount of time at the top of the list. 
    • Newest First: Display tickets that have been most recently updated at the top of the list. 
    • Nearest Response Needed: Display tickets that are closest to missing their SLA targets or have missed their SLA targets by the most amount of time at the top of the list. 
  1. Select a ticket from the list of results to view it. 
Tip:
Click All languages at the top and select a language to search for tickets in specific languages. 

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Viewing Tickets by Language

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Working with Views on Your Tickets List

Views allow you to organize your Tickets List by filtering for tickets that match certain conditions. Add filters to your default views to create custom views, then save them for your entire team to use. In each view you can select a language to view relevant tickets. You can also create views that only appear in certain languages. Important: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.Preset Ticket ViewsYour Tickets List comes with five preset views you can use as starting points for filtering your list of tickets.Show me moreYour default ticket views consist of:All tickets: Every ticket in your Wix Answers account. Replied by me: Tickets you replied to.  Spam: Tickets marked as spam. Learn More All open tickets: All tickets in the Open status. This view helps you understand how many tickets are currently in need of a reply. Learn more about ticket statuses.Open & assigned to me: Tickets in the Open status that are assigned to you. Tip:Sort tickets in each view by date to make sure you're working on tickets that have been waiting for updates the longest. Creating Custom Ticket ViewsKeep your Tickets List organized by adding filters to, or changing the filters of, existing ticket views to create custom views that can be saved for other team members to access. Choose from a variety of filters to create views tailored to your organization's unique needs.Show me howTo create a custom ticket view: Click the Tickets icon in the side panel.  Hover over the view you'd like to edit and click Edit. Edit a filter or click Add Filter to add a filter. Choose from the following filter(s): Ticket filters: Add ticket filters to your view.  Status: Filter tickets by status, such as open, pending, or solved tickets. Learn More Priority: Filter tickets by their priority level. Learn More Labels: Filter tickets that either include or exclude specific labels. Learn More Source: Filter tickets by the channel or source used to submit the ticket. Learn More Related to Article/Category: Filter tickets that are linked to specific knowledge base articles or article categories and subcategories. Learn More Countries: Filter tickets according to the country associated with the IP address the ticket is from. Learn More Date Created/Updated: Filter tickets by the date the ticket was created or updated. Learn More Spam: Filter tickets marked as spam. Learn More SLA: Filter tickets by SLA policy target timeframes. Learn More Received from / Sent to: Filter tickets received from or sent to specific contacts and companies. Learn More  Agent filters: Add agent filters to your view.  Assigned to/by: Filter tickets assigned to or created by specific agents or groups. Learn More Replied by: Filter tickets that have been replied to by specific agents. Learn More  Satisfaction: Filter tickets with positive or negative customer feedback. Learn More Call filters: Add call center filters to your view. Learn More Queues: Filter calls by queue.  Lines: Filter calls by phone line.  Call status: Filter calls by status. Call handled by: Filter calls by the agents that handled them.  Call Duration, Start & Wait Time: Filter calls by their duration, wait time and time range. Custom fields: If you've created custom fields, you can filter tickets by the information from each field. Learn More (Optional) Save the view for all agents to use: Note: You must be an admin to save views.  Click Save View as or click the Save View drop-down and select Save View as. Enter a name for the view and click Save View.  Notes:  To update an existing custom view, click Save View, then click Yes.  To revert to the last saved version of the view, click Reset View. Tip:Add multiple filters to a custom view to fine-tune the tickets it displays. Language-Specific Ticket ViewsWhen you create a new view, you can select it and change the language on your Tickets List to display tickets from a specific language. Alternatively, you can create views that only appear when you select the relevant language on your Tickets List. Make sure to add the language in your Wix Answers account first.  Show me howTo change the language of your Tickets List:Click the Tickets icon in the side panel. Click All languages and select the language of the tickets you'd like to display.To create a view for a specific language:Click the Tickets icon in the side panel. Click All languages and select a language that is not your account's primary language.Follow the steps in the Creating Custom Ticket Views section above. Once created, the view is only visible when you select the relevant language on your Tickets List. 

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Sorting Your Tickets List by Newest or Oldest First

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About Service Level Agreement (SLA) Policies

Use Service Level Agreement (SLA) policies to set standards for your support team to meet. When you create an SLA policy, you define the target timeframes for responding or resolving tickets. Next, create an Automatic Action that applies the policy to tickets that meet conditions you define. Agents can view the amount of time remaining before an SLA policy goal is missed directly on tickets. Add the SLA filter to your Tickets List to display tickets that have met, missed, or are close to missing their SLA goals. Creating an SLA PolicyCreate an SLA policy to define target timeframes for responding or resolving tickets. Set the hours in which your SLA policy is active so that your target timeframes are not affected during downtime or vacations. Show me howHover over Settings in the side panel and click SLA Settings.Click + New SLA Policy.Enter a name for your policy under Policy Name. Select the target timeframe(s) under Targets:Respond within: Enter the days, hours, and minutes tickets should be responded to within.Resolve within: Enter the days, hours, and minutes tickets should be resolved within. Select the Active Hours (SLA Target Time Measured):Available 24/7: Your SLA target timeframes are continuously measured. Custom Hours of Operation: Set the hours in which your target timeframes are measured. Note: Click the Show More icon and select Apply to all days to set the same active hours for each day of the week.Click Create Policy.Next: Click Apply Policy to set up an Automatic Action for applying your SLA policy to incoming tickets.Tip:Create multiple SLA policies and apply them to different scenarios. For example, create a "VIP" SLA policy that applies to tickets with a "VIP" label. Learn more about using Automatic Actions to apply labels to tickets.Managing your SLA policies:Activate, deactivate, sort, edit, duplicate, or delete SLA policies from your SLA Settings. Learn MoreCreating an Automatic Action for Your SLA PolicyCreate an Automatic Action to apply a Service Level Agreement (SLA) policy to tickets that meet conditions you define. If you have multiple SLA policies, create Automatic Actions for each.Show me how Hover over Settings and click Automatic Actions.  Click + Create New Action. Note: If you haven't created any actions yet click Start Now, then click Create New Action. Enter a name for the action. (Optional) Enter a description of the action. Click the Apply action when toggle(s) to apply the action when: A new ticket is created: The action applies when a new ticket is created.  A user replies: The action applies when a customer replies.  Set the conditions that cause the action to occur:  ANY of these conditions occur: Set the action that occurs if ANY of the conditions are met:  Click the Select a condition drop-down and select a condition (e.g., Ticket source). Click the Operator drop-down and select an option (e.g. Is, Is Not). Edit the value the condition must meet to the right of the Operator drop-down.  (Optional) Click Add Another Condition to add another condition.   (Optional) ALL of these conditions occur: Set the action that occurs only if ALL of the conditions are met:  Click the Select a condition drop-down and select a condition (e.g. Ticket source). Click the Operator drop-down and select an option (e.g. Is, Is Not). Edit the value the condition must meet to the right of the Operator drop-down.  (Optional) Click Add Another Condition to add another condition.   Click the Select an action drop-down and select Set SLA.  Click the Select Policy drop-down and select the SLA policy you want to apply.   Click Save.Viewing SLA Policies on TicketsView SLA indicators directly on tickets to easily understand how much time remains before a goal is missed. Hover over each SLA indicator to view the policy name, target, and respond by date/time.Show me howClick the Tickets icon in the side panel.View SLA indicators at the bottom of ticket previews for tickets with applied SLA policies.Select a ticket to view its SLA indicator on the Ticket Page below Ticket info.Tip:Hover over each SLA indicator to view the policy name, target, and respond by date/time.Viewing Tickets by SLA Response and Resolve TimesView tickets that have met, missed, or are close to missing their SLA policy goals. Add the SLA filter to your Tickets List, then save your view for other team members to check in on performance goals. Show me howClick the Tickets icon in the side panel.Hover over the view you'd like to filter and click Edit.Click Add Filter.Scroll down and select SLA. Set up your SLA filter for Response or Resolve times. Learn More(Optional) Save the view for all agents 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.Click Save View as or click the Save View drop-down and select Save View as.Enter a name for the view and click Save View. 

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