Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
Filters decide what is counted. They are part of the definition of the number, not tidying applied afterwards.
Add one
- Open the report.
- Add a filter on an attribute.
- Choose the values to include or exclude.
- Check how much the total moved.
Watch the total change
Note the number before and after. A filter that removes eighty per cent of your tickets is doing more than you probably intended, and this is how you notice.
The filters most reports need
- A date range, always.
- Excluding spam or suspended tickets, which otherwise inflate volume.
- Brand or group, where a dashboard is for one team.
- Excluding test tickets, if your team makes them.
Exclude rather than include, usually
A filter listing the six groups to include stops being right the moment a seventh group is created, and it fails silently by leaving them out. Excluding what you do not want keeps working.
Filtering on a field that is often empty
Filtering to a value also removes every ticket where the field was never set. That can be most of them, and the report will look precise while covering a fraction of the data.
Check how many tickets have the field at all before filtering on it.
Write the filters into the title
"Tickets solved, excluding spam" rather than "Tickets solved". Two reports differing only by a filter are indistinguishable on a dashboard otherwise, and somebody will quote the wrong one.
Report filters and dashboard filters differ
One is built into the report; the other is chosen by the reader. Anything that defines the number belongs in the report, not in a control the reader can change.
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