Create "or" conditions in the custom views (combine multiple labels in one view)

The custom views idea is very handy. However, currently the condtions are 'and' conditions. It would be nice if we could create "OR" conditions as well.

Simple usecase example: create a view that show tickets with either the label 'Software' or the label 'Urgent'. 

Right now I can create 2 conditions, but it will only show tickets that have both these labels. 

An idea would be to have the same conditions box as we have in the rules sections. There we can combine AND and OR conditions. 

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  • Thanks for sharing this upgrade for the view feature and nice to see that you like it. 

    Could you please elaborate on why you would like this feature, so I can help you in finding a solution? 

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      • Marcel
      • Marcel
      • 1 yr ago
      • Reported - view

      Tamara Berner I already explained it in my initial message right? At the moment I cannot combine multiple conditions to create a view. For example, we use like 10 labels to categorize tickets and prioritize. In a single view I would like to see both tickets that have the label 'Urgent' and the tickets that have the label 'Software'. This is just an example. Another one would be create a view that shows both tickets of User X and User Y. 

      Like
      • Tamara Berner
      • Product Specialist
      • Tamara_Berner
      • 1 yr ago
      • Reported - view

      Marcel Thanks for the explanation!  I was trying to see whether this feature can be resolved with creating teams. This might help within the User X and Y case, but not with the labels. 

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      • Marcel
      • Marcel
      • 1 yr ago
      • 1
      • Reported - view

      Tamara Berner Got it. My primary goals is combining labels indeed. 

      Like 1
  • Tamara  - I think this is a massive oversight and it would really be great if this can be applied asap.

     

    When we create Views - it can only contain one "Label" and/or one "Status". My concern is about the "Status".

     

    For example, we have a Team Lead, DE Agent, FR Agent, ES Agent, IT Agent and an EN agent.

    We'll create a View called - Customer Messages.

    If the e-mail is NEW, everyone can see it. However, once it has been assigned to a specific user, it will disappear from that View. (because Status can only be "NEW" AND "UNASSIGNED" - NOT "NEW" OR "ASSIGNED").

     

    This also means that the Team Lead will not see the ticket from that View - "Customer Messages". It is important for the Team Lead to see all assigned tickets to different Agents in one go.

     

    Thanks!

    Alvin B.    

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      • Tamara Berner
      • Product Specialist
      • Tamara_Berner
      • 8 mths ago
      • Reported - view

      Alvin Buquid I think this situation can be arranged by making use of teams instead of views. If you create the team Customer Succes for example, that can see all te messages on the relevant channels, someone with supervisor rights can always see all the messages for this team, assigned as wel as new. 

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