# 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. Instagram Filter 8. Instagram DM Filter 9. Youtube Filter 10. Dolphin Live Chat Filter 11. Finesse Filter 12. Ecentrix Filter 13. Smartcall Filter 14. eConnect Filter 15. Ms. Team Filter 16. Skype Filter 17. WhatsApp Filter 18. Line Filter 19. App Follow Filter 20. Generic Filter 21. Walkin Customer Filter 22. Tokopedia Filter 23. Webex Filter 24. 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: | 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, before you can filter tickets based on their severity level, you need to set the severity level for each ticket. To do this, go to the **Customer Service** menu and click on the **Customer Support** submenu. Then, select a ticket and click the icon (![](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2Fsql4ONtaNJtMcKPVqZma%2Fimage.png?alt=media\&token=527dc874-0ccf-4a0c-8c05-8f49ad17176c)). After that, change the severity level by selecting the appropriate severity level and clicking the **'Save'** button (![](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FN30RxDujsTFv8IZsOyot%2Fimage.png?alt=media\&token=995b5458-3eeb-4fae-82d1-817dd99fbe7f)).

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** This feature allows the Agent to filter tickets 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‘ ](https://docs.3dolphins.ai/customer-service/paragraph-classifier)document. 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 by Category](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FmZV2e8dZaDY7l76zvWny%2FFilter%20by%20Category.png?alt=media\&token=4875a80c-391b-409c-a3f4-8fa5c3963583) ### **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. First, log in as a **Supervisor**, then go to the **Customer Service** menu and navigate to the **Customer Support** submenu. After that, open the **Team** tab. From the list of active team members, select a team member and click the **'Filter'** button (![](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FDlQtexpn8bu1QhOjuxAx%2Fimage.png?alt=media\&token=5cc2cc0a-6b84-475a-a4fa-d6ab54d53f3e)). Then, you will see all tickets assigned to the selected team member.