How to Use Ticket Filters in Zoho Desk | Complete Guide

Zoho Desk - How to Use Ticket Filters in Zoho Desk

Quickly Find the Exact Tickets You Need Using Smart Filters

🟩 1. What Are Ticket Filters?

Ticket Filters allow you to instantly narrow down tickets based on conditions like:

  • Status

  • Priority

  • Department

  • Agent

  • Channel

  • Tags

  • Date range

  • Custom fields

Filters help you find the right tickets without scrolling or searching manually.

🟩 2. Why Ticket Filters Are Useful

  • Save time when managing large ticket volumes

  • Quickly identify pending or overdue tickets

  • Monitor team performance

  • Track specific customer issues

  • Create custom views for daily workflows

  • Perfect for multi‑team operations like Kanchan Electronics

🟩 3. Types of Filters in Zoho Desk

1. Basic Filters

Available on the ticket list page:

  • Status

  • Priority

  • Channel

  • Agent

  • Department

2. Advanced Filters

Allow multiple conditions such as:

  • Product = “Mixer Grinder”

  • Priority = High

  • Status = Waiting on Customer

  • Tag = warranty

3. Date Filters

Filter by:

  • Today

  • Yesterday

  • Last 7 days

  • Last 30 days

  • Custom date range

4. Custom Field Filters

Filter using fields like:

  • Serial Number

  • Model

  • Warranty Status

  • Order ID

🟩 4. How to Use Basic Filters (Step‑by‑Step)

Step 1: Go to Tickets

Step 2: Use the left panel filters

Examples:

  • Click Open to see all open tickets

  • Click High Priority to see urgent tickets

  • Click Email to see email‑based tickets

Step 3: Combine filters

Example: Status = Open + Priority = High

🟩 5. How to Use Advanced Filters (Step‑by‑Step)

Step 1: Go to Tickets

Step 2: Click Filter → Advanced Filter

Step 3: Add multiple conditions

Example:

  • Product Category = Chimney

  • Tag = service

  • Priority = Medium

  • Status = Waiting for Technician

Step 4: Apply filter

The ticket list updates instantly.

🟩 6. How to Save a Filter as a Custom View

Step 1: Apply your filter

Step 2: Click Save as View

Step 3: Name your view

Examples:

  • “Pending Warranty Tickets”

  • “High Priority Service Issues”

  • “Refund Requests – Last 7 Days”

Step 4: Choose visibility

  • Only me

  • All agents

  • Specific teams

Saved views appear in the left panel for quick access.

🟩 7. Examples for Kanchan Electronics

1. Warranty Tickets Pending Approval

  • Tag = warranty

  • Status = Open

  • Priority = High

2. Service Tickets Waiting for Technician

  • Status = Waiting for Technician

  • Product Category = Chimney

3. E‑commerce Order Issues

  • Tag = order‑issue

  • Channel = Web Form

4. Refund Requests (Last 7 Days)

  • Department = Billing

  • Tag = refund

  • Created Time = Last 7 days

5. Installation Requests

  • Tag = installation

  • Status = Open

🟩 8. Best Practices

  • Keep saved views simple

  • Use tags for better filtering

  • Create department‑specific views

  • Review and clean old views monthly

  • Use date filters for reporting

  • Train agents to use filters daily

🟩 FAQs

Q1. Can I share filters with my team? Yes, saved views can be shared with all agents or specific teams.

Q2. Can filters be used in mobile app? Yes, basic and advanced filters work on mobile.

Q3. Do filters affect other agents? No, unless you save and share the view.

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