Possible Query:


Resolution Path:


1. How can I apply filters at a report level?


Filters added on the report level will be added to all widgets in the report. Filters added on the widget level will hold good only for that widget.


The customer can filter reports using the following criteria:


  • Based on a particular time-period or a custom date range - this will help them understand their helpdesk metrics on a day-to-day basis, as well as help them keep an eye on overall performance.
  • Based on ticket properties like type, source, priority, agent, group and customer or custom ticket fields - they can identify specific channels or areas of their helpdesk that require focus and allocate resources accordingly.
  • Based on tags - if their team uses tags to track specific issues or events, filtering their reports by tags will make it easier to understand the main issues that affect your performance and provide insights into finding long-term solutions for those issues. 
  • Based on the customer's use-case, they can make use of Basic or Advanced filters:

Basic:

  • Any of the conditions

  • All of the conditions

Advanced:

  • All of condition block 1 AND any from condition block 2

  • All of condition block 1 OR any from condition block 2

  • Any of condition block 1 OR all from condition block 2

  • Any of condition block 1 AND all from condition block 2


Here's a sample GIF for reference: