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Advanced Filters in BoldDesk: How to Apply and Save
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There are two types of filters that are available for agents on the ticket list page:
- Basic filters
- Advanced filters
Apart from these, some predefined filters are available. Explore Predefined Default Ticket Views or Filters.
In this article, you will learn about how to filter tickets using advanced filters and save the filters as views. Advanced filters provide a more flexible way of filtering. They support criteria involving custom fields.
Check out this video for more details.
To apply the advanced filter, follow the given steps:
- Open the ticket list page.
- Click the Filters option on the right side to open the filter panel.
- Select the Switch to Advanced filter option.
- Select criteria as per your requirements and click Apply. The tickets matching the selected criteria will be listed.
For example, in the following screenshot, the selected filter criteria are:
Status – Not in, Solved, and Closed
Priority – High
These filters support selecting preferred criteria and custom fields.
System Fields Supported by Advanced Filters
The table below summarizes the advanced filter supported fields.
| Field | Description | Operators |
|---|---|---|
| Subject | Filters tickets by the ticket subject. | Is, Is not, Contains, Does not contain, Starts with, Ends with, Not starts with, Not ends with |
| Attachments Count | Filters tickets based on the ticket attachment count. | Is, Greater than, Less than, Greater than or equal to, Less than or equal to |
| Activities Count | Filters tickets based on the ticket activity count. | Is, Greater than, Less than, Greater than or equal to, Less than or equal to |
| Agent | Filters tickets that are assigned to the specified agents. | Is, Is not, Is empty, Is not empty, In, Not In, In Group |
| Agent Availability Status | Filters tickets that belong to the selected agent availability statuses. | Is, Is not, In, Not in |
| Agent Availability Status Category | Filters tickets whose statuses are within the selected agent availability status category. | Is, Is not, In, Not in |
| Agent Reply Count | Filters tickets based on the number of agent replies. | Greater than or equal to, Less than or equal to, Greater than, Less than, Is |
| Approval Requested Count | Filters tickets based on the ticket approval request count. | Is, Greater than, Less than, Greater than or equal to, Less than or equal to |
| Approval Approved Count | Filters tickets based on the ticket approval approved count. | Is, Greater than, Less than, Greater than or equal to, Less than or equal to |
| Approval Rejected Count | Filters tickets based on the ticket approval rejected count. | Is, Greater than, Less than, Greater than or equal to, Less than or equal to |
| Approval Pending Count | Filters tickets based on the ticket approval pending count. | Is, Greater than, Less than, Greater than or equal to, Less than or equal to |
| Agent Email | Filters tickets based on the email ID of the agent of the tickets. | Is, Is not, Contains, Does not contain |
| Agent Time Zone | Filters tickets based on the time zone of the agent of the tickets. | Is, Is not, In, Not in |
| Activity Status | Filters tickets linked to activities with the selected activity status. | In |
| Activity Status Category | Filters tickets linked to activities with the selected activity status category. | In |
| Activities Count | Filters tickets linked to activities with the selected number of activities. | Is, Greater than, Less than, Greater than or equal to, Less than or equal to |
| Brand Changed | Filters the tickets in which the brand has been modified. | Is |
| Category | Filters tickets that fall under the specified category. | Is, Is not, Is empty, Is not empty, In, Not In |
| CCs | Filters ticket based on the CC users added to the ticket. | Is, In, Is empty, In Group |
| Contact Group Name | Filters tickets that belong to the selected contact groups. | Is, Is not, Is empty, Is not empty, In, Not In |
| Created By | Filters tickets that are created by the specified users. | Is, Is not, In, Not In, In Group |
| Created On | Filters tickets which are created based on selected presets or custom date range. | Between, Relative Date, Greater than, Less than, Last |
| Closed On | Filters tickets that are closed based on selected presets or custom date range. Only closed tickets will be listed. | Between, Relative Date, Greater than, Less than, Is empty, Last |
| Group | Filters tickets that are assigned to the specified group. | Is, Is not, Is empty, Is not empty, In, Not In |
| Has Any Attachments | Filters tickets that contain any attachments. | Is |
| Has Any Activity | Filters tickets based on whether they have activity or not. | Is |
| Has Any Approval Requests | Filters tickets that contain any approval requests. | Is |
| Has Any Pending Approval Requests | Filters tickets that contain any pending approval requests. | Is |
| Last Replied By | Filters tickets that were last replied to by the selected users. | Is, Is Not, Is empty, Is not empty, In, Not in, In Group |
| Last Modified By | Filters tickets that were last modified by the selected users. | Is, Is Not, Is empty, Is not empty, In, Not in, In Group |
| Last Modified On | Used to filter tickets that have undergone any modifications, including replies, field updates, or status changes. | Between, Relative date, Greater than, Less than, Last |
| Locked By | Filters tickets that are locked by the selected agents. | Is, In, In Group |
| Marketplace App | Filters tickets that contain any selected marketplace apps | Is, In |
| Marketplace Linked Item ID | Filters tickets based on the marketplace linked item ID. | Is, Contains, Starts with, Ends with |
| Mentioned User | Filters tickets based on the users mentioned in the ticket replies. | Is, In, Is empty, In Group |
| Participated in Any Conversation | Filters tickets based on the user’s participation in tickets. | Is, In, In Group |
| Participated in Public Conversation | Filters tickets based on the user’s participation in the ticket’s Public Reply or Public Notes. | Is, In, In Group |
| Participated in Private Conversation | Filters tickets based on the user’s participation in the ticket’s private notes. | Is, In, In Group |
| Priority | Filters tickets that belong to the selected priorities. | Is, Is not, In, Not In |
| Requester | Filters tickets that are requested by the specified users. | Is, Is not, In, Not In, In Group |
| Requester Email | Filters tickets based on the email ID of the requester of the tickets. | Is, Is not, Contains, Does not contain |
| Requester Time zone | Filters tickets based on the time zone of the requester of the tickets. | Is, Is not, In, Not in |
| Requester External Id | Filters tickets based on the external ID of the requester of the tickets. | Is, Is not, Is empty, Is not empty, Contains, Does not contain, Starts with, Ends with, Not starts with, Not ends with |
| Reopen Count | Filters tickets based on the number of times the ticket was reopened. | Is, Is not, Greater than, Less than, Greater than or equal to, Less than or equal to |
| Requester Reply Count | Filters tickets based on the number of requester reply count. | Greater than or equal to, Less than or equal to, Greater than, Less than, Is |
| Resolution Due Date | Filters tickets that haven’t been resolved based on the selected date range. Only pending category tickets will be listed. | Between, Relative Date, Greater than, Less than, Is empty, Last, Next |
| Response Due | Filters tickets that haven’t been responded to based on the selected presets. Only pending category tickets will be listed. | Between, Relative Date, Greater than, Less than, Is empty, Last, Next |
| Satisfaction Rating Category | Filters tickets based on the satisfaction rating category. | In, Is empty |
| Satisfaction Rating Points | Filters tickets based on the satisfaction rating points. | In, Is empty |
| Shared with Agent | Filters the tickets that are shared with the selected agents. | Is |
| Shared with Group | Filters tickets that are shared with the selected group. | Is, In |
| SLA Achieved Count | Filters tickets based on the SLA achieved count of the ticket | Is, Is not, Greater than, Less than, Greater than or equal to, Less than or equal to |
| SLA Breached Count | Filters tickets based on the SLA breached count of the ticket. | Is, Is not, Greater than, Less than, Greater than or equal to, Less than or equal to |
| Solved On | Filters tickets which are solved based on selected presets or custom date range. | Between, Relative date, Greater than, Less than, Is empty, Last |
| Source | Filters tickets that are created from the specified source. | Is, Is not, In, Not in |
| Status | Filters tickets that belong to the selected statuses. | Is, Is not, In, Not In |
| Status Category | Filters tickets whose statuses are within the selected status category. | Is, Is not, In, Not in |
| Tags | Filters tickets that contain the selected tags. | In, Not All |
| Ticket ID | Filters tickets based on the ticket IDs. | Is, Is not, In, Not in |
| Ticket External Reference ID | Filters tickets based on the external reference ID of the ticket. | Is, Is not, Is empty, Is not empty |
| Ticket Locked | Filters tickets based on their locked status, like Locked or Not. | Is |
| Ticket Form | Filters tickets that belong to the selected ticket forms. | Is, Is no, In, Not in |
| Total Hours Logged (min) | This filter allows you to find tickets based on the total time spent working on them. You can specify a time in minutes to narrow down the results. You can also use this filter field to identify tickets that do not have any worklog entries. (Use: Total Hours logged - Is empty.) | Is, Is not, Is empty, Is not empty, Greater than or equal to, Less than or equal to, Greater than, Less than |
| Total Billable Hours Logged (min) | This filter allows you to find tickets based on the total billable time spent working on them. You can specify a time in minutes to narrow down the results. | Is, Is not, Is empty, Is not empty, Greater than or equal to, Less than or equal to, Greater than, Less than |
| Type | Filters tickets which are of the selected type. | Is, Is not, Is empty, Is not empty, In, Not in |
| Ticket Visibility | Filters tickets based on their visibility, like visible in customer portal or not. | Is Public, Is Private |
| Watchers | Filters tickets based on the watchers added to the ticket. | Is, In, Is empty, In Group |
When using the Last Modified On filter to retrieve ticket details, it already includes tickets closed on that date. Adding an extra filter for closed tickets within the same range is unnecessary.
Supported Custom Fields in Advanced Filters
The table below summarizes the supported types of custom fields:
| Field Type | Description | Operators |
|---|---|---|
| Check box | Filters ticket based on the selected checkbox values. | Is, Is not, Is empty |
| Radio Button | Filters ticket based on the selected radio button values. | Is, Is not, Is empty |
| Drop down (single-select) | Filters ticket based on the selected dropdown option values. | Is, Is not, Is empty, Is not empty, In, Not in |
| Drop down (multi-select) | Filters ticket based on the selected multi-select option values. | Is, Is not, Is empty, Is not empty, In |
| Date | Filters ticket based on the selected date preset or custom date range. | Between, Relative Date, Greater than equal to, Less than equal to, Greater than, Less than, Is empty, Is not empty, Is, Is not, Last, Next |
| Numeric | Filters tickets based on the selected numeric field values. | Is, Is not, Is empty, Is not empty, In, Not in, Greater than, Less than, Greater than equal to, Less than equal to |
| Date time | Filters tickets based on the selected date preset or custom date time range. | Between, Relative Date, Greater than equal to, Less than equal to, Greater than, Less than, Is empty, Is not empty, Is, Is not, Last, Next |
| Decimal | Filters ticket based on the selected decimal field values. | Is, Is not, Is empty, Is not empty, Greater than, Less than, Greater than equal to, Less than equal to |
| Lookup | Filters tickets based on the selected option from the dropdown list of lookup values. | Is, Is not, Is empty, Is not empty, In, Not in, In Group |
Best Practices
- Always save filters to maintain real-time updates.
- Use custom fields for organization-specific filtering.
- Apply date-based filters for historical or time-sensitive searches.
Frequently Asked Questions (FAQs)
Q1. What are advanced filters in BoldDesk?
Advanced filters allow you to search and organize conversations using system and custom fields with flexible operators.
Q2. Can I save a filtered view?
Yes. Use Save As to create a new view or Save to update an existing one (permissions required).
Q3. What happens if I apply an unsaved filter?
Live updates stop until the filter is saved.
Q4. How do I clear filters?
Use Clear to remove all unsaved changes or Discard to revert to the last saved state.
Q5. Can I filter by custom fields?
Yes. Custom fields automatically appear in advanced filter options once added to conversations.
Q6. How do I filter tickets with no subject?
To filter tickets that do not have a subject, follow these steps:
- Navigate to the Advanced Filter option in your ticket view.
- In the filter criteria:
- Field: Select Subject.
- Operator: Choose Is.
- Value: Enter [No Title] (this represents tickets without a subject).
- Click Apply to execute the filter.
The ticket list will now display only those tickets where the subject is missing.
