Searching, Filtering, and Sorting Tickets

Find any ticket fast using Support Genix’s powerful filtering system. Combine search, status filters, category filters, tag filters, agent filters, priority filters, and sorting to drill down to exactly the tickets you need.

Quick Search

The search bar at the top of the ticket list lets you find tickets by:

• Ticket ID / Track ID — Search by the unique ticket number (e.g., TKT-00042).
• Subject — Match keywords in the ticket subject line.
• Customer name or email — Find all tickets from a specific customer.

Type your search term and results update in real time.

Primary Views (Tabs)

Four main views organize your ticket queue:

Status Filters

Within each tab, filter by ticket status:

Click a status button to apply. The active filter is highlighted.

Advanced Filters

Click the filter area to reveal additional filter dropdowns:

Category Filter

• Select one or more ticket categories.
• Multi-select — choose “Billing” AND “Technical” to see tickets from both.
• Shows as removable tags when applied (e.g., “2 Categories”).

Tag Filter

• Select one or more tags.
• Multi-select — combine multiple tags.
• Useful for finding tickets tagged as urgent, bug, vip, etc.

Agent Filter

• Filter by assigned agent.
• Multi-select — see tickets assigned to specific team members.
• Useful for managers reviewing individual agent queues.

Priority Filter

• Filter by priority level.
• Options: Normal, Medium, High.
• Multi-select supported.

Mailbox Filter

• Filter by the email mailbox that created the ticket.
• Only relevant if you use the Email-to-Ticket feature with multiple mailboxes.

Need Reply Filter

• Toggle to show only tickets where the customer replied last and the agent hasn’t responded yet.
• Great for ensuring no customer is left waiting.

Sorting

Control the order of your ticket list with the Sort By dropdown:

Managing Active Filters

When filters are applied:

• Filter tags appear below the filter bar showing what’s active (e.g., “2 Categories”, “1 Tag”).
• Click the X on any tag to remove that specific filter.
• Click Clear Filters to reset everything at once.
• Filters persist during your session — your view stays consistent when navigating away and returning.

Combining Filters

Filters work together for precise results. Some examples:

“Show me urgent bugs assigned to me”

• Tab: My Tickets
• Status: Active
• Tag: bug
• Priority: High

“Find all unresolved billing tickets”

• Tab: All Tickets
• Status: Active + Inactive
• Category: Billing

“Tickets from email that need a reply”

• Tab: All Tickets
• Mailbox: Select your email mailbox
• Need Reply: On

“All closed tickets from last month for reporting”

• Tab: All Tickets
• Status: Closed
• Sort: Opening Date (Newest First)

Pagination

Below the ticket list:

• Rows per page — Choose how many tickets to show per page (10, 25, 50, 100).
• Page navigation — Navigate between pages of results.
• Total count — See how many tickets match your current filters.

Tips

• Start broad, then narrow down. Apply one filter at a time to avoid over-filtering.
• Use “Need Reply” daily. This is the single most important filter for ensuring good response times.
• Bookmark filtered views. Your browser URL may update with filter parameters — bookmark it for quick access.
• Search is fast. For a specific ticket, search by Track ID rather than browsing through filters.

Related Docs

• Support Agent Guide
• Managing Ticket Tags
• Ticket Status Workflow