Operators and Their Use Cases

The dropdown menus provide a variety of operators that can be used in filters or automation. The operators that are available will vary depending on the field you select.

Is

When the “Is” operator is selected, you can only select one value in the value field. For example, a ticket assigned to the agent William.

Is not

When the “Is not” operator is selected, you can only select one value in the value field. This can be used to fetch the records that are not assigned to the agent William or set an action on records where William is not assigned.

Is empty

When the “Is empty” operator is selected, this will show when no agent is assigned.

Is not empty

When the “Is not empty” operator is selected, this will only apply to records that have an agent assigned to them.

In

When the “In” operator is selected, you can select multiple values in the value field. If any of the selected values are matched, the operator will function.

Not in

When the “Not in” operator is selected, you can select multiple values in the value field. Any of the selected values, if matched, will not be listed.

Not All

This checks if a ticket does not have all the specified values. For example, “Tag Not All [‘automatic’, ‘urgent’]” will apply to tickets that have either ‘automatic’ or ‘urgent’ but not both.

Between

You can use the “Between” operator to select a particular date range (between the two dates) that you specify.

Relative date

The “Relative date” operator can filter the tickets based on the specific time. Using this filter, you can filter the tickets in past and future time periods.

In the following image, the filter will only show the records that were created within a certain time period, such as the past hour, day, week, month, or year.

You can also use the “Relative date” to filter the tickets by future time periods.

Greater than

When you select the “Greater than” operator, you can enter a value in the field. This will fetch the records where the value is greater than the value you specified.

Greater than equal to

The operator checks if a value is greater than or exactly equal to a specified value.

Less than

When you select the “Less than” operator, it checks if a value is smaller than the specified value.

Less than equal to

This operator “Less than or equal to” checks if a value is either less than or exactly equal to the specified.

Last

Pertains to the application of filters or conditions based on the most recent values within a specified range, such as the last few days, months, or years.

Next

Pertains to the utilization or implementation of filters, or alternatively, the progression of processes based on specific conditions.

Contains

When you select the “Contains” operator, you can enter the text in the value field. This will fetch the records that contain the text you specify.

Contains all (exact match)

The data must contain all of the specified values, and those values must match exactly (all specified values are present exactly).

Contains one of (exact match)

The data must contain at least one of the specified values, and the match must be exact (at least one of the specified values is present exactly).

Does not contain

When you select the “Does not contain” operator, the data must not contain the specified value(s). Not all of the specified values are present (some may be, but not all).

Does not contain all (exact match)

The data must not contain all of the specified values. It may contain some of them, but not every one in the list.

Starts with

When you select the “Starts with” operator, you can enter the text you want to search for in the value field.

This filter will show the records that start with the text you specify.

Ends with

When you select the “Ends with” operator, you can enter the text you want to search for in the value field.

This filter will only fetch the records that end with the text you specify.

Not starts with

When you select the “Not starts with” operator, you can enter the text you want to exclude in the value field.

This filter will fetch the records that do not start with the text you specify.

Not ends with

When you select the “Not ends with” operator, you can enter the text you want to exclude in the value field.

This filter will indicate the records that do not end with the text you specify.

In Group

When you select the “In Group” operator, you can select only one value in the value field. Using this filter, tickets can be filtered by group members.
Applying the filter Agent “In Group” support will show tickets assigned to any agents within the support group, instead of just showing tickets specifically assigned to the support group.