How to Filter Tickets Using Basic Filters in BoldDesk
Agents can filter tickets on the Ticket List page using:
- Basic filters.
- Advanced filters. Learn more on Using and saving advanced filters as ticket views.
BoldDesk also provides predefined default ticket views/filters. Explore more on Predefined default ticket views or filters
Checkout this video for more details.
What Basic Filters support
Basic filters allow filtering only by limited system fields available in the Basic Filters panel.
If filtering requires advanced criteria or custom fields, use Advanced filters instead.
Apply Basic Filters
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Open the Ticket List page.
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Select Filters on the right side of the page to open the Filters panel.
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Select the required filter criteria.
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Select Apply.
After selecting Apply, the Ticket List shows only tickets that match the selected criteria.
Filter logic when multiple conditions are selected
When multiple filter conditions are selected in Basic filters, BoldDesk applies all conditions using AND logic.
- All selected conditions must be satisfied for a ticket to appear in the filtered results.
Example: AND logic across selected criteria
If the selected criteria are:
- Agent = x, y
- Priority = High
Then the resulting condition is:
Agent in (x, y) AND Priority in (High)
Frequently Asked Questions (FAQs)
- What’s the difference between Basic filters and Advanced filters in BoldDesk?
Basic filters support filtering using a limited set of system fields available in the Basic Filters panel.
Use Advanced filters when you need advanced criteria (more complex filtering) or when you need to filter using custom fields.
- How does BoldDesk apply multiple Basic filter conditions?
When you select multiple conditions in Basic filters, BoldDesk applies them using AND logic.
That means all selected conditions must be true for a ticket to appear in the results.
- Can you give an example of Basic filter AND logic?
Yes. If you select:
- Agent = x, y
- Priority = High
Then BoldDesk filters as:
Agent in (x, y) AND Priority in (High)
Only tickets that match both the selected Agent(s) and the selected Priority will appear.
- What are “predefined default ticket views,” and how are they related to filters?
Predefined default ticket views/filters are built-in views provided by BoldDesk (ready-made filters).
They help agents quickly access common ticket sets without manually applying filters each time. If you need a custom or more complex view (especially involving custom fields), use Advanced filters and save them as ticket views.
