Overview quick search

Use case

Currently, it is hard for agents to filter overviews. As an agent, I would like to get a quick overview of all tickets of an organization for a specific ticket overview.

I also would like to filter the list to search for a specific ticket in that overview.

Expected behaviour

A new quick filter in the top only filters the result of the overview.

It searches in the following fields:

  • Title
  • Number
  • Owner
  • Customer
  • Group Name
  • Priority Name
  • Organization Name

Support Ticket

Ticket#10131228

Branch

private/rs/develop/concept-quick-filter

6 Likes

Overviews in Zammad are designed to be work lists for agents.

In the best case, worklists for agents are “empty”, then the agent has processed everything (this is the initial idea which we also pass on in workshops).

This brings me to the question why these work lists should be searchable (they should always be kept “maximally” small)?

Is there a use case here that illustrates the need of this search in an overview and why an overview has this high amount of tickets in there (this would help me to understand the need)?

And a second question in advance: Why not searching in whole ticket data (only in certain fields)?

The agents of the customer has a lot of an organization tickets and he can not create an overview per organization. Also he can not use the search because it does not respect the conditions of the overview it self. They want to use the filter mechanism to get a quick overview over the tickets of one overview for a specific organization.

In generally they would be also happy with the dropdown approach (Filters in overviews).

It does not matter how the search works. We can also use the elastic search full text search for this. I only did it because it was easier to test and might have less effort in the old tech stack. Should be also possible via AJAX request and returning ticket IDs which get filtered in the current overview based on the ES search.

For me as a kind of super agent who sees more groups than other, this might be very useful. I monitor the work of our agents, and for this i have to look at all groups in the overview.

Also i have groups for closed tickets where i have to search sometimes some informations. Tagging all tickets is not useful in every case.

I think for the primary usage this worklist idea is perfect, but I also think there are a lot of situations where there is a need for some custom lists or “live” filtering (especially in bigger systems, with more tickets/agents).
For sure the agent should not be able to “break” their own workflow.

  • For example, when you are a supervisor and you have a list of all escalated tickets and want to filter them by a “random” attribute (e.g. group, the owner, or maybe some custom object attribute).
  • Another use case could maybe that a normal agent has a defined workflow with the static worklist, but wants to filter down one list in a more specific way because he has today a different ticket focus (for this it would maybe be good that he could create a custom worklist from the “static” worklist).

So I personally would see such a direction (but more on the long run):

  • “static” lists
  • “static” lists with active “live” filtering (maybe the live filters can be saved as a “preset”)
  • “custom” agent list created from a “static” list
1 Like

Thanks for all the feedback. For me (my personal opinion) the live search sounds more like a global search (here also all ticket attributes including attachments can get used for searching).

But the global search should support search templates, a search history and also a more intuitiv support to perform queries on individual fields.

For the overviews I like the idea to only use if for work lists.

@richie_77 Maybe also reporting (like with Grafana) could help you to monitor (and visualization) of agent work. Just an idea.

In my case this is more a monitoring in the way, what agents weote as note or reply to the tickets. Nothing that can be really visualized. (I dont know, if there is an option where answers can be Release by a supervisor, for instance when an agent goes his first steps with zammad and you want to be sure, that he responds in the right way to the customer)

I 100% agree, I have many agents waiting for a feature like this, me too. Their use case is exactly as you describe. I like a lot.