In Fluent Support, you can easily Filter, Sort, and Search through your tickets, which makes it easier for you to find any tickets, and arrange the tickets in any order that is convenient for you.

• From the dashboard, if you navigate to the Tickets option, you will see quite a few options for filtering and sorting your tickets. Given below is the list of all these options explained in detail –

Status #

The ticket status is the ticket’s current state, which indicates whether a ticket is resolved or not. These are all the available statuses – Open, Active, New, Closed, and All.

The Status is automatically updated, so for example, if an agent closes a ticket, then the status will be marked as Closed. Similarly, a new ticket will have the status New.

Custom Ticket Status #

Fluent Support has brought a new feature where you can add new statuses to the dashboard using Fluent Support’s Filterhook feature. Having a custom ticket status is crucial for most support teams. You can sort tickets based on the custom status, making prioritizing much easier.

Go to the functions.php & add the (below) code to create the Custom Ticket Status.

add_filter(‘fluent_support/ticket_status_groups’, function($statuses){
$statuses[‘unread’] = [‘Unread’];
return $statuses;
});

Then, the custom ticket status was created (See the below screenshot). You can also customize the ticket status text according to your requirements.

Inbox #

This filter allows you to filter the tickets based on your business inboxes. So, if you have multiple business inboxes, then you can filter those from here.

Product #

This option lets you filter the tickets based on the type of products. Click on the dropdown to choose your preferred product, and you will get a list of tickets that are assigned to that particular product.

Support Staff #

Using the Support Staff option, you can filter the tickets depending on the support agent. That means only those tickets will show which are assigned to a particular agent.

Priority(Admin) #

This option allows you to filter the tickets based on the priority set by the admin/support agent. There are three levels of priority available: Normal, Medium & Critical. Remember that the tickets will be filtered here by the priority level set by the Admin.

Priority (Customer) #

This option allows you to filter the tickets based on the priority set by the customer. There are three levels of priority available: Normal, Medium & Critical. The tickets will be filtered here by the priority level set by the Customer.

Tags #

This option allows you to filter the ticket based on the tags. Click on the dropdown to select your preferred tag. As a result, a list of tickets will appear with the particular tag assigned.

Search #

In the Search box, you can easily search for a ticket by typing a relevant keyword & then clicking the search icon. In the case of searching, you have to use some parameters before the search term in order to search accordingly.

Here is a list of available search parameters –

• title: Search any tickets based on the ticket title.

• Content: Search any tickets based on the ticket content.

• Id: Search any tickets based on the Ticket ID.

• customer_id: Search any tickets based on the customer ID. It will give a list of tickets opened by a particular customer.

Waiting for Reply #

You can turn on this option to view the tickets that are currently waiting for a reply. If a customer opens a new ticket or replies to a particular ticket, then it will show up when filtering using this option.

Reset Filter #

Click the Reset Filters button if you want to set the tickets filter to its initial state again. All the filters you apply will be removed, and the filtering will return to the default state.

Sorting Ticket #

Fluent Support also allows you to Sort the tickets with its Sorting option. Here, you can view tickets based on the categories available.

Given below are the current categories by which you can sort the tickets –

• Ticket ID
• Product ID
• Priority
• Client Priority
• Title
• Last Agent Response
• Last Customer Response
• Waiting Time
• Response Count
• Created At

Active Tickets for Products #

Now, you’ll be able to identify which products generate the most tickets and manage agents accordingly.

Go to the All tickets → Active button & search for your desired Product in the Product field.

This is how you can filter, sort & search the tickets!