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:
Filter by Channel Type.
Filter by Date.
Filter by Severity.
Filter by Category.
Filter by Ticket Status (Assigned, Open and Pending).
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.:
Facebook page Filter
Facebook Messenger Filter
Twitter Mention Filter
Twitter Direct Message (DM) Filter
Email Filter
Telegram Filter
Instagram Filter
Instagram DM Filter
Youtube Filter
Dolphin Live Chat Filter
Finesse Filter
Ecentrix Filter
Smartcall Filter
eConnect Filter
Ms. Team Filter
Skype Filter
WhatsApp Filter
Line Filter
App Follow Filter
Generic Filter
Walkin Customer Filter
Tokopedia Filter
Webex Filter
Google My Business Filter
To get started, log in as an Operator, then select the Customer Service menu and click on the Customer Support submenu. After that, choose a channel from the Channel Type box. For example, if you select the channel type 'Dolphin Live Chat', you will see tickets with the 'Live Chat' type, as shown in the image below.
Filter Ticket by Date
Allows the Agent to filter tickets within a custom date range. For example, filter tickets based on Created Date ticket by selecting the date from '04/21/2025' until ‘04/21/2025‘. Then, you will see tickets with a custom date range that you have set.
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 your customer (ticket). 3Dolphins system uses the following severity level definitions to classify all ticket requests:
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.
After adding severity tickets successfully, the ticket will be marked as a priority based on the severity level selected. Select and check priority tickets to be filtered. For example, check the severity level Critical in the box Ticket by Severity, and then, you will see all tickets with severity level Critical, like the image below.
Filter Ticket by Category
For example, choose the category by checking the Live Chat category ‘Product Ask' on the Category tab on the right side. And then, you will see all tickets with category type Live Chat ‘Product Ask‘ such as the images below.
Filter Ticket by Ticket Status (Assigned, Open and Pending)
Sometimes, you may need to check and see how many tickets are in the Assigned, Open, or even Pending status. On the Supervisor page, this can be found under both the Team and Inbox tabs. On the Agent page, it is available under the Inbox tab. For example, if you check the "Pending" ticket status, you will only see tickets with the "Pending" status.
Filter Ticket by Team Member
This feature is only available on the Customer Support page under the Supervisor role. It allows you to view tickets assigned to a specific agent.
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