Filter Ticket

The Tickets tab allows you to filter data based on various parameters. For example, if there are so many tickets assigned to the Agent and the Agent want to view the ticket with a certain parameter only, the Agent can use this feature to filtering ticket by its parameter. Inside the Dashboard, you can see the right sidebar display the options to filter your tickets. In the 3Dolphins system, filter tickets consist of 6 (Six) categories, i.e:

1. Filter by Channel Type

2. Filter by Date

3. Filter by Severity

4. Filter by Category

5. Filter by Ticket Status (Assigned, Open and Pending)

6. Filter by Team Member

Filter Ticket by Channel Type

Allows the Agent to filter tickets based on channel type. By using this ticket filter you can see particularly (separate / distinguish) the type of tickets you received. For now, 3Dolphins can filter 20 channels type, i.e.:

1. Facebook page Filter

2. Facebook Messenger Filter

3. Twitter Mention Filter

4. Twitter Direct Message (DM) Filter

5. Email Filter

6. Telegram Filter

7. Youtube Filter

8. Instagram Filter

9. Live Chat Filter

10. Finesse Filter

11. Ecentrix Filter

12. Smartcall Filter

13. Ms. Team Filter

14. Skype Filter

15. WhatsApp Filter

16. Line Filter

17. App Follow Filter

18. Generic Filter

19. Walkin Customer Filter

20. Tokopedia Filter

To begin, go to the customer support page and select channel on box channel type. For example, select channel type ‘Live Chat‘. Then, you will see a ticket with channel type ‘Live Chat‘ such as the images below.

Filter by Channel

Filter Ticket by Date

Allows the Agent to filter tickets within a custom date range. For example, filter ticket that assigned today only by input the date from ‘12/12/2020‘ until ‘12/12/2020‘. Then, you will see tickets with a custom date range that you have set.

Filter by Date

Filter Ticket by Severity

A ticket can be prioritized as Critical, High, Medium, or Low based on its content, request, or any property containing certain keywords that let you assign a priority to tickets. Severity level indicates the relative impact of an issue from customer (ticket). 3Dolphins system uses the following severity level definitions to classify all ticket requests:

Severity Level	Definition
Critical	Usually receives the highest focus.
High	High in importance, and needs to be addressed ASAP.
Medium	For mid-serious issues that would need to be taken up in the near priority.
Low	For issues that can be prioritized to be worked on later.

First of all, before you can filter the ticket by severity, you must set the ticket severity of each ticket. To set the severity, you can go to the customer support page then expand the ticket and change the severity by choosing the severity level and clicking the 'save' button( ).

Set Severity Ticket

After adding severity tickets successfully, the ticket will be marked as priority based on severity level selected. Select and check priority tickets to be filtered. For example, check the severity level High in box Ticket by Severity, and then, you will see all tickets with severity level high, like the image below.

Filter by Severity

Filter Ticket by Category

This feature allows the Agent to filter ticket based on category. For more information about ticket category and how to add category to the ticket, please refer to ‘Paragraph Classifier On Chat Ticket‘ document.

For example, choose the category by check the General category ‘No response' on category tab on the right side. And then, you will see all ticket with category type ‘No response‘ such as the images below.

Filter by Category

Filter Ticket by Ticket Status (Assigned, Open and Pending)

Sometimes you may need to know and see how many tickets are assigned, open, or even pending. This feature is only found in the Team and Inbox tabs on the Supervisor page and the Inbox tab on the Agent page. For example, check the ‘Pending‘ ticket status and you will see the ticket with status pending only.

Filter by Ticket Status

Filter Ticket by Team Member

This feature is only found on the customer support page on role Supervisor. This feature allows you to view the ticket that is assigned to one agent only.

First, go to the customer support page and go to Teams tab. On the list of active team member, select team member and click the filter button (). And then, you will see all tickets that are being handled by team members that you are selected.

Filter by Team Member