{"id":27187,"date":"2024-04-27T07:13:14","date_gmt":"2024-04-27T07:13:14","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&#038;p=27187"},"modified":"2026-07-11T08:57:27","modified_gmt":"2026-07-11T08:57:27","slug":"searching-helpdesk-tickets","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/searching-and-sorting-helpdesk-tickets\/","title":{"rendered":"Searching and sorting helpdesk tickets in Desk365"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"27187\" class=\"elementor elementor-27187\" data-elementor-post-type=\"docs\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a114b5d e-flex e-con-boxed e-con e-parent\" data-id=\"a114b5d\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f94c17e elementor-widget elementor-widget-template\" data-id=\"f94c17e\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35544\" class=\"elementor elementor-35544\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-00eb9f3 e-flex e-con-boxed e-con e-parent\" data-id=\"00eb9f3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c8b655 elementor-widget elementor-widget-html\" data-id=\"9c8b655\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 16px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Standard<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Plus<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Premium<\/span>\n  <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-71fffa0 elementor-widget elementor-widget-text-editor\" data-id=\"71fffa0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Efficiently managing incoming tickets is crucial for any helpdesk system to ensure timely resolution of customer inquiries and issues. Desk365 offers a comprehensive ticket management system that allows agents to search for specific tickets based on various conditions. In this guide, we&#8217;ll walk you through the different search conditions available in Desk365, empowering you to streamline your ticket management process effectively.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">To begin searching for tickets, navigate to the agent portal, locate and click on the \u201cTickets\u201d option.\u00a0\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Upon accessing the ticket list, you&#8217;ll find the &#8220;Search Tickets&#8221; option prominently displayed.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-28b220f elementor-widget elementor-widget-image\" data-id=\"28b220f\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-option-in-tickets-tab-desk365-1024x484.webp\" class=\"attachment-large size-large wp-image-31831\" alt=\"search-option-in-tickets-tab-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-option-in-tickets-tab-desk365-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-option-in-tickets-tab-desk365-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-option-in-tickets-tab-desk365-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-option-in-tickets-tab-desk365-1536x726.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-option-in-tickets-tab-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c2e2de elementor-widget elementor-widget-heading\" data-id=\"8c2e2de\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Customizing your search <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-da73b6a elementor-widget elementor-widget-text-editor\" data-id=\"da73b6a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Desk365 offers a range of filters to refine your search. These filters include:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b>Keyword search:<\/b><span data-contrast=\"auto\">\u00a0Search for tickets containing specific keywords in the subject, description, replies, or notes.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b>Attachment search:<\/b><span data-contrast=\"auto\">\u00a0Search for tickets based on attachment file names.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b>Custom ticket fields:<\/b><span data-contrast=\"auto\">\u00a0Search for tickets based on text or paragraph entries in custom ticket fields.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><b>Contact and company names:<\/b><span data-contrast=\"auto\">\u00a0Search for tickets associated with specific contact, company names and\u00a0<\/span><span data-contrast=\"auto\">email address.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><strong><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\">Filtering archived tickets:<\/span><\/strong><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\">\u00a0Exclude\u00a0<\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/archiving-tickets-in-desk365\" target=\"_blank\" rel=\"noreferrer noopener\"><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span data-ccp-charstyle=\"Hyperlink\">archived tickets<\/span><\/span><\/a><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\">\u00a0from your search results by opting out of the \u2018Include Archived Tickets\u2019 option, further narrowing your results.<\/span><\/li><\/ul><p><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\">Choose the desired filters based on your search criteria. You can opt to apply all filters by selecting the \u201cSelect All\u201d option.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-70572dd elementor-widget elementor-widget-image\" data-id=\"70572dd\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"504\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-settings-match-1024x504.png\" class=\"attachment-large size-large wp-image-36882\" alt=\"\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-settings-match-1024x504.png 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-settings-match-300x148.png 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-settings-match-768x378.png 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-settings-match-1536x756.png 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-settings-match-2048x1008.png 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-42a1a53 elementor-widget elementor-widget-text-editor\" data-id=\"42a1a53\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><em><strong><span class=\"TextRun SCXW152585403 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW152585403 BCX0\">Note<\/span><\/span><\/strong><\/em><span class=\"TextRun SCXW152585403 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW152585403 BCX0\"><em><strong>:<\/strong> <\/em>The &#8220;Select All&#8221; option is turned on by default.<\/span><\/span><span class=\"EOP SCXW152585403 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ef8672 elementor-widget elementor-widget-heading\" data-id=\"7ef8672\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Understanding your search results <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1058ba9 elementor-widget elementor-widget-text-editor\" data-id=\"1058ba9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Desk365\u2019s search feature ensures users swiftly find relevant tickets by considering various criteria.\u00a0By default, Desk365 search returns tickets that\u00a0contain\u00a0all the words in your query in any order, including\u00a0possible word\u00a0variations.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">You can use the following search operators to run more specific searches:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">Exact match &#8211; Use double quotes (&#8221; &#8220;) to search for an exact phrase.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">For example, searching for &#8220;printer not working&#8221; returns tickets\u00a0containing\u00a0the exact phrase \u201cprinter not working\u201d in the same word order.\u00a0Search\u00a0is not case-sensitive.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">\u00a0Suffix match &#8211; Add an asterisk (*) before the text to find words that end with it.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">For example:\u00a0*365<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">This includes results such as \u201cDesk365.\u201d<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">\u00a0Partial word match &#8211; Add an asterisk (*) before and after the text to find matches containing the specified text.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">For example:\u00a0*pass*<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">This includes results such as \u201cpassword\u201d and \u201ccompassion\u201d.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3b862af elementor-widget elementor-widget-heading\" data-id=\"3b862af\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Sorting tickets <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dab226b elementor-widget elementor-widget-text-editor\" data-id=\"dab226b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW214615508 BCX8\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW214615508 BCX8\">In addition to filtering,\u00a0<\/span><\/span><span class=\"TextRun SCXW214615508 BCX8\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW214615508 BCX8\">Desk365 offers multiple ways to\u00a0<\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW214615508 BCX8\">sort<\/span><span class=\"NormalTextRun SCXW214615508 BCX8\">\u00a0tickets, making it easier to organize and\u00a0<\/span><span class=\"NormalTextRun SCXW214615508 BCX8\">locate<\/span><span class=\"NormalTextRun SCXW214615508 BCX8\">\u00a0the tickets you need. Depending on your workflow, you can either sort out the results of a ticket search or apply a default sort to the entire ticket list.<\/span><\/span><span class=\"EOP Selected SCXW214615508 BCX8\" data-ccp-props=\"{&quot;335551550&quot;:0,&quot;335551620&quot;:0}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aa94fe9 elementor-widget elementor-widget-heading\" data-id=\"aa94fe9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Search Results Sorting <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ad8b01 elementor-widget elementor-widget-text-editor\" data-id=\"7ad8b01\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"none\">After searching for tickets using the\u00a0Search Tickets\u00a0box, you can\u00a0sort\u00a0the search results based on different ticket attributes. This helps you quickly organize the filtered results and\u00a0locate\u00a0the most relevant tickets.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:0,&quot;335551620&quot;:0}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">The available range of sort options include:\u00a0<\/span><span data-contrast=\"none\">\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559738&quot;:0}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Relevance:\u00a0Sort tickets based on relevance to your search criteria, providing you with a curated list of tickets most pertinent to your query.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Updated Time:\u00a0Sort tickets based on the time they were last updated, helping you prioritize recently modified tickets.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Created Time:\u00a0Sort tickets based on the time they were initially created, useful for tracking the chronological order of ticket creation<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fe78244 elementor-widget elementor-widget-image\" data-id=\"fe78244\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/sort-option-for-searching-tickets-desk365-1024x484.webp\" class=\"attachment-large size-large wp-image-31834\" alt=\"sort-option-for-searching-tickets-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/sort-option-for-searching-tickets-desk365-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/sort-option-for-searching-tickets-desk365-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/sort-option-for-searching-tickets-desk365-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/sort-option-for-searching-tickets-desk365-1536x726.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/sort-option-for-searching-tickets-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a98181 elementor-widget elementor-widget-text-editor\" data-id=\"1a98181\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><em><strong><span class=\"TextRun SCXW152585403 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW152585403 BCX0\">Note<\/span><\/span><\/strong><\/em><span class=\"TextRun SCXW152585403 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW152585403 BCX0\"><em><strong>:<\/strong>&nbsp;<\/em>The &#8220;Relevance&#8221; option is turned on by default.<\/span><\/span><span class=\"EOP SCXW152585403 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">&nbsp;<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b3311a5 elementor-widget elementor-widget-heading\" data-id=\"b3311a5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Default Ticket Sorting <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ac61932 elementor-widget elementor-widget-text-editor\" data-id=\"ac61932\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"none\">The\u00a0Sort By\u00a0dropdown, available at the top-left of the ticket list, lets you organize all tickets without entering a search term. This default sorting\u00a0option\u00a0helps you quickly arrange tickets based on different ticket properties.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:0,&quot;335551620&quot;:0}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">The available sorting options are grouped into three sections.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9d808e9 elementor-widget elementor-widget-heading\" data-id=\"9d808e9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Ticket Attribute Sorting<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-622f612 elementor-widget elementor-widget-text-editor\" data-id=\"622f612\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"none\">The first section\u00a0contains\u00a0ticket attributes that are sorted based on their underlying values rather than alphabetically.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:0,&quot;335551620&quot;:0}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">The available options are:<\/span><span data-ccp-props=\"{&quot;335551550&quot;:0,&quot;335551620&quot;:0}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Created Time\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Updated Time\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Due By Time\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"none\">Priority\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"none\">Status\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"6\" data-aria-level=\"1\"><span data-contrast=\"none\">Type\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"7\" data-aria-level=\"1\"><span data-contrast=\"none\">Ticket State\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"none\">For example, sorting by\u00a0Created Time\u00a0arranges tickets chronologically, while sorting by\u00a0\u2018Priority\u2019\u00a0tickets\u00a0will be sorted\u00a0based on their priority level.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0b48da6 elementor-widget elementor-widget-image\" data-id=\"0b48da6\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"488\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/System-Fields-sort-1024x488.webp\" class=\"attachment-large size-large wp-image-37227\" alt=\"System Fields - sort\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/System-Fields-sort-1024x488.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/System-Fields-sort-300x143.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/System-Fields-sort-768x366.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/System-Fields-sort-1536x732.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/System-Fields-sort.webp 1919w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d1e5e3d elementor-widget elementor-widget-text-editor\" data-id=\"d1e5e3d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><strong><span class=\"TextRun SCXW66286468 BCX8\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW66286468 BCX8\">Note:<\/span><\/span><\/strong><span class=\"TextRun SCXW66286468 BCX8\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW66286468 BCX8\">\u00a0These fields are sorted according to their respective values\u00a0and\u00a0use case basis, not in alphabetical order.<\/span><\/span><span class=\"EOP Selected SCXW66286468 BCX8\" data-ccp-props=\"{&quot;335551550&quot;:0,&quot;335551620&quot;:0}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f0ce376 elementor-widget elementor-widget-heading\" data-id=\"f0ce376\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Alphabetical Sorting <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ddb49c elementor-widget elementor-widget-text-editor\" data-id=\"7ddb49c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"none\">The second section\u00a0contains\u00a0fields that\u00a0sort\u00a0tickets alphabetically based on the selected value.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:0,&quot;335551620&quot;:0}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">The available options are:<\/span><span data-ccp-props=\"{&quot;335551550&quot;:0,&quot;335551620&quot;:0}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Assign To\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Category\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Channel\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"none\">Closed Time\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"none\">Company\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"6\" data-aria-level=\"1\"><span data-contrast=\"none\">Contact\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"7\" data-aria-level=\"1\"><span data-contrast=\"none\">Group\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"8\" data-aria-level=\"1\"><span data-contrast=\"none\">Resolved Time\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"9\" data-aria-level=\"1\"><span data-contrast=\"none\">SLA\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"10\" data-aria-level=\"1\"><span data-contrast=\"none\">Subject\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"none\">For example, selecting\u00a0\u2018Category\u2019<\/span><b><span data-contrast=\"none\">\u00a0<\/span><\/b><span data-contrast=\"none\">sorts\u00a0tickets alphabetically\u00a0by category name\u00a0while\u00a0selecting\u00a0\u2018Company\u2019\u00a0arranges tickets alphabetically by company name.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:0,&quot;335551620&quot;:0}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-25efb26 elementor-widget elementor-widget-image\" data-id=\"25efb26\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"452\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/Standard-field-sort-1024x452.webp\" class=\"attachment-large size-large wp-image-37228\" alt=\"Standard field - sort\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/Standard-field-sort-1024x452.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/Standard-field-sort-300x133.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/Standard-field-sort-768x339.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/Standard-field-sort.webp 1134w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d39685c elementor-widget elementor-widget-heading\" data-id=\"d39685c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Custom Field Sorting <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-434edb1 elementor-widget elementor-widget-text-editor\" data-id=\"434edb1\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"none\">The third section displays eligible custom ticket fields that can also be used for sorting.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:0,&quot;335551620&quot;:0}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">Default sorting supports custom fields created using the following field types:<\/span><span data-ccp-props=\"{&quot;335551550&quot;:0,&quot;335551620&quot;:0}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Text\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Number\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Decimal\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"none\">Date\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"none\">Select any supported custom field to organize tickets based on the values stored in that field.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c1045e9 elementor-widget elementor-widget-image\" data-id=\"c1045e9\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"455\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/Custom-fields-sort-1024x455.webp\" class=\"attachment-large size-large wp-image-37229\" alt=\"Custom fields - sort\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/Custom-fields-sort-1024x455.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/Custom-fields-sort-300x133.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/Custom-fields-sort-768x341.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/Custom-fields-sort.webp 1120w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6576a7d elementor-widget elementor-widget-text-editor\" data-id=\"6576a7d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><strong><span class=\"TextRun SCXW145122519 BCX8\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW145122519 BCX8\">Note:<\/span><\/span><\/strong><span class=\"TextRun SCXW145122519 BCX8\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW145122519 BCX8\">\u00a0Only custom fields of the\u00a0<\/span><span class=\"NormalTextRun SCXW145122519 BCX8\">Text<\/span><span class=\"NormalTextRun SCXW145122519 BCX8\">,\u00a0<\/span><span class=\"NormalTextRun SCXW145122519 BCX8\">Number<\/span><span class=\"NormalTextRun SCXW145122519 BCX8\">,\u00a0<\/span><span class=\"NormalTextRun SCXW145122519 BCX8\">Decimal<\/span><span class=\"NormalTextRun SCXW145122519 BCX8\">,<\/span><span class=\"NormalTextRun SCXW145122519 BCX8\">\u00a0and\u00a0<\/span><span class=\"NormalTextRun SCXW145122519 BCX8\">Date<\/span><span class=\"NormalTextRun SCXW145122519 BCX8\">\u00a0<\/span><span class=\"NormalTextRun SCXW145122519 BCX8\">field types are available for sorting. Other custom field types are not supported. Unlike other sorting options, custom field <\/span><\/span><span class=\"EOP Selected SCXW145122519 BCX8\" data-ccp-props=\"{&quot;335551550&quot;:0,&quot;335551620&quot;:0}\">sorting is not saved.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-346b961 elementor-widget elementor-widget-text-editor\" data-id=\"346b961\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">By following these steps and customizing your search criteria accordingly, you can efficiently locate the desired ticket within Desk365, facilitating prompt resolution of customer inquiries and issues.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><p><span class=\"NormalTextRun SCXW134475837 BCX0\">In addition to the existing search capabilities, <a href=\"https:\/\/www.desk365.io\/\">Desk365<\/a> is continuously enhancing its features to provide users with a more comprehensive and universal search experience<\/span><span class=\"NormalTextRun SCXW134475837 BCX0\"> inclusive of Contacts &amp; Companies, and Knowledge <\/span><span class=\"NormalTextRun SCXW134475837 BCX0\">Base. <\/span><span class=\"NormalTextRun SCXW134475837 BCX0\">Soon, users can<\/span><span class=\"NormalTextRun SCXW134475837 BCX0\"> also<\/span><span class=\"NormalTextRun SCXW134475837 BCX0\"> expect a<\/span> <span class=\"NormalTextRun SCXW134475837 BCX0\">search functionality <\/span><span class=\"NormalTextRun SCXW134475837 BCX0\">in <\/span><span class=\"NormalTextRun SCXW134475837 BCX0\">the Support Portal. <\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW134475837 BCX0\">T<\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW134475837 BCX0\">his<\/span> <span class=\"NormalTextRun SCXW134475837 BCX0\">upcoming enhancement will further empower agents to efficiently navigate and access information across various aspects of the Desk365 platform.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":17830,"menu_order":7,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-27187","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27187","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=27187"}],"version-history":[{"count":81,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27187\/revisions"}],"predecessor-version":[{"id":37272,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27187\/revisions\/37272"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/17830"}],"next":[{"title":"Archiving tickets in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/archiving-tickets-in-desk365\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/28907"}],"prev":[{"title":"Import tickets to Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/import-tickets\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/21540"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=27187"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=27187"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}