topic HelpDesk Filtering in Tickets & Conversations

HelpDesk Filtering

IHunter0 — Tue, 23 Jul 2024 16:14:42 GMT

HelpDesk allows for simple filtering on the table page when you are on a view such as filter by "Priority" or "Ticket Status". My support reps have noticed that the "High" priority status defaults to the bottom of the page, and when they filter to the top, it resets back to the default after entering a ticket or leaving the page. Can we fix this so that the simple filter stays the same?

Re: HelpDesk Filtering

Jigar_Thakker — Wed, 24 Jul 2024 06:15:38 GMT

Hi @IHunter0 ,

Unfortunately, it's not possible to save sorting preferences in HelpDesk; only the columns and their order can be saved. Views can't retain the sort order at this time. However, you can suggest this feature to the product team by posting it to the HubSpot Ideas forum here. If it gains enough support, it could be considered for future updates.

If this answer helps, please support the community by marking it as a solution.

Re: HelpDesk Filtering

SanjayKumar — Wed, 24 Jul 2024 06:19:38 GMT

Hi @IHunter0,

You can create Views for every preference you want for quick view. Likewise view for "High Priority", "Medium", "Ticket Status" and many more.

You can create view by following steps mentioned here

Please do let me know if this works best for you.