topic Re: Filter on "containing" and SLAs? in Tickets & Conversations

Filter on "containing" and SLAs?

Frederikmr — Wed, 13 Jul 2022 14:10:00 GMT

Hi!

We've created a few Views in our inbox to keep it streamlined between departments. Most of this is automated (like pending/hold etc), but would like to check the possibility for the following, or if anyone has some cool experience:

1. We want to filter all emails containing a certain word into a seperate view as we have 2 dedicated people working with this. Is this possible? The issue is we can't use the emailaddress as there are several buyers needing support. The topic is usually in the title and/or in the text/attachment. I cant seem to find this function?
In short: Similar to "rules" in Outlook, you can fx filter on the word "apple" and all emails containing "apple" goes into the "applebox" regardless.

2. We use SLAs of 4 hours for service department. We get a few emails a day so I'd like to have a view that contains all the past due emails. However, the filters for this only seem to be "less than" or "more than" and day incrementals. The "equal to" wants me to put a date, but this date will obviously change every day. Should be "date and time of due date" I guess.

Maybe I am blind, so I hope someone can help me out.

Thanks!

Re: Filter on "containing" and SLAs?

kvlschaefer — Thu, 14 Jul 2022 19:49:42 GMT

Hi @Frederikmr,

Thank you for reaching out!

I wanted to refer you to this help article about setting SLAs available for Service Hub Professional and Enterprise. I hope it helps!

I also wanted to invite our subject matter experts to this conversation.

Hi @Jnix284, @Olivia_Bagnall, @danmoyle - Do you have any insight or recommendations for @Frederikmr?

Thank you!

Best,

Kristen

Re: Filter on "containing" and SLAs?

Frederikmr — Fri, 15 Jul 2022 07:52:54 GMT

Hi!

Thanks for the reply.

We already know how to set SLAs (and have done so), however we'd like to have a folder/"View" containing the tickets with SLAs having gone over due date/time.

This doesnt seem to be possible?

Re: Filter on "containing" and SLAs?

kvlschaefer — Fri, 15 Jul 2022 17:55:34 GMT

Hi @Frederikmr,

You're very welcome!

I'm not seeing a way to create such a view within your inbox, however, you could use the SLA properties mentioned in this article in a workflow, lists, and reporting.

The SLA reports that are included in the Reporting Library could also be a good workaround for an inbox view 🙂

If you would like to see a SLA inbox filter as a feature, I would highly recommend you to please post this product suggestion on the ideas forum.

Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. It also helps other customers facing the same issue to advocate for its implementation on your behalf by upvoting on the thread as well.

All the best,

Kristen

Re: Filter on "containing" and SLAs?

danmoyle — Wed, 20 Jul 2022 11:58:04 GMT

@Frederikmr I'll second what @kvlschaefer says. I'd add this to the ideas forum for sure. I don't believe the exact thing you're looking for is possible at this time.