Search and filtering is available from the Main Toolbar by clicking on the search and filter icon.
Clicking the Filter menu option opens the help desk Search and Filter sidebar. Depending on the subscription level and users permissions, tiHelpdesk search and filter sidebar allows the user to search for and filter tasks.
At the top of the filter aside you can select the default filter condition. The primary filter conditions include filtering all tasks that a user has access to.
Task List
Filter the task list for all tasks that are in the displayed Task List. Filter results will only include help desk tasks that a specific user has access to.
Filter the task list for all tasks that are in the displayed Watch List. Filter results will only include help desk tasks that are in the displayed Watch List.
Depending on the subscription level a user can save their common filters and searches by clicking on the Save Filter button. For more information on Save Filter refer to the help topic.
Keyword search uses natural language search for tasks and also searched the tasks replies to quickly find multiple key words within the entire conversation related to a help desk issue and is the most comprehensive method for searching and filtering a task’s contents. Enter the key words that you want search for in the text area.
Subject search only searches the help desk tasks’ Subject field and is limited in the depth of search as it will not search the entire contents of help desk tasks and the conversation contained in the task replies for any help desk task. Enter the text that you would like to find in the task's subject in the text area.
Filtering by Product or Group allows you to select one or more products or groups. Tasks that are returned in the results must belong to one of the selected product or groups. Not all tasks may be assigned to a Product or Group.
Filtering by Topic allows you to select one or more topics. Topics are associated with Products and / or Groups. Tasks that are returned in the results must belong to one of the selected topics. Not all tasks may be assigned to a topic.
Filtering by Contact allows you to select one or more staff contacts, customer contacts or companies that a task may have been created by, assigned to (or company that one or more contact are assigned to.) Tasks that are returned in the results must be associated with the staff contact, customer contact or company. Not all users may be assigned to a company.
To search and filter tasks based on the last activity date for one or more tasks select a value from the drop down or select "Date range" and specify a start and end date to filter tasks on. The last reply date or task modification date would need to fall in between the selected date range or time period selected in order for the task to be included in the filtered results.
Tags allow labels or data to be associated with specific tasks in the help desk for the purpose of ease of task identification or to provide other information. Tasks can be filtered based on task tag values. Tags are a method for used for classifying tasks in tiHelpdesk. For more information on defining available task tags in the customer service help desk see the Tags administration help topic.
Filtering by Priority allows you to select one or more task priorities that a task may have been assigned. Tasks that are returned in the results must have one of the selected priorities. All tasks must have an assigned priority.
Filtering by Status allows you to select one or more task statuses that a task may have been assigned. Tasks that are returned in the results must have one of the selected.
Filtering by Date Created lets you select a filter date range for when the task was created. All tasks returned in the results must have been created in the selected date range. All tasks have a creation date.
Filtering by Due Date lets you select Today, tomorrow and overdue. All tasks returned in the results must meet the criteria specified. Not all tasks will have a due date specified.
Show Deleted Tickets will display tasks that have been marked as deleted. Deleted tasks are retained for 30 days and may be un-deleted during that time period. After 30 days deleted tasks will be purged from the database and will not be recoverable.
