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Filters are used to narrow down the tickets that you want your technicians to work on. These are configured by defining conditions using the available fields in your PSA. Examples of fields are Board IN Help Desk and Status NOT IN Closed.  

What's in this article? :

How to Create a Filter

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You can create a filter with the following steps:

1. Open NextTicket on the MSPbots app. Navigate to Apps and select NextTicket from the apps list. 
2. On the NextTicket dashboard, click the Tickets filter Filter dropdownand select Add New Filter. 
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3. Set up conditions on the Filter Settings window that appears. 
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   1. Input a Filter Name.
   2. Click the + Image Added icon to add a condition and select the needed PSA field(s) and operators operator(s) to define the ticket pool. The commonly used filters are  Service Boards/Queue, Ticket Status, and Closed Flag are commonly used filters. You can also use the + Image Added icon to add a group. 
      

      Note
      You must have a service board (Or Queue) field for the NextTicket app to work.

   3. When done adding conditions, click the Preview button to test if the tickets pulled are the ones that you want to show.
      

      Note
      Select a user on the main dashboard before using the Preview button to ensure that the function will work successfully.

      Tip

      In the "Test Result" pop-up window, it can capture up to 250 items. We have set a limit to capture a maximum of 250 data items. The reason for this limit is that sometimes the data returned by the API interface is too large, which can cause errors in the interface. When capturing 250 ticket items, the number of filtered tickets can be exactly 250 items or more than 250 items. When there are fewer than 250 items, the number of filtered tickets will be displayed accordingly. If you want to avoid having 250 items, please go back to the "Filter Settings" page to adjust the filter and preview again until the ticker items are less than 250 items.

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   4. Once satisfied with the filter settings, click click Save.

      Info

      Note: If

      If a PSA field

      you want to use

      is

      currently

      not available from the dropdown list, please

      submit a request

      reach out to our

      support team.

      Support Team at support@mspbots.ai.

How to Edit a Filter

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You can edit an existing filter by doing with the following steps:Image Removed

1. Navigate to Apps on the MSPbots menu and select NextTicket.
2. On the main dashboard, click on the 2nd dropdown.Click the pen icon along Filter dropdown, then click the Image Added  icon corresponding to the filter you want to edit.On the Filter Settings window, update the name or conditions. 
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3. Click "Save" to save the changes made. Save when done editing. 

How to Copy a Filter

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You can copy /or clone an existing filter by doing with the following steps:Image Removed 

1. Navigate to Apps on the MSPbots menu and select NextTicket. 
2. On the main dashboard, click on the 2nd dropdown.Click the copy icon along Filter dropdown, then click the Image Added icon corresponding to the filter you want to copy. 
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   A copy of the selected filter should will be added to the dropdown list. 
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How to Delete a

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Filter 

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You can delete a filter by doing with the following steps:Image Removed 

1. Navigate to Apps on the MSPbots menu and select NextTicket. 
2. On the main dashboard, click on the 2nd dropdown.Click the trash icon along the filter name Tickets filter dropdown, then click the Image Added icon corresponding to the filter you want to delete, then click OK to confirm.. 
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3. Click OK when asked if you want to delete. The screen will refresh, The screen should refresh and the filter will be removed from the dropdown list.

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