How to create ticket views and filters on Freshdesk

beginner 8 min read Updated 2026-03-18

Quick Answer

Create custom ticket views in Freshdesk by navigating to the Tickets section, clicking the filter icon, setting your desired criteria, and saving the view. This allows you to organize and quickly access specific ticket segments based on status, priority, assignee, or custom fields.

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Prerequisites

Active Freshdesk account
Agent or admin access permissions
Basic understanding of ticket properties
Familiarity with Freshdesk dashboard navigation

Step-by-Step Instructions

Access the Tickets Section

Log into your Freshdesk account and navigate to the Tickets section from the main dashboard. You'll see the default ticket list view with options to filter and organize tickets at the top of the page.

Make sure you're in the correct workspace if your organization uses multiple Freshdesk instances.

Open the Filter Panel

Click on the Filter icon (funnel symbol) located in the top toolbar above the ticket list. This will open the filter panel on the right side of your screen where you can set various filtering criteria.

Set Your Filter Criteria

In the filter panel, configure your desired criteria by selecting options such as:

Status (Open, Pending, Resolved, Closed)
Priority (Low, Medium, High, Urgent)
Assignee (specific agents or groups)
Source (Email, Portal, Phone, Chat)
Type and Tags

Use the dropdown menus and checkboxes to make your selections.

You can combine multiple criteria to create more specific views. For example, filter by both 'High Priority' and 'Unassigned' to see urgent tickets that need immediate attention.

Apply Advanced Filters

For more specific filtering, click Show more filters to access additional options like:

Date ranges (Created, Updated, Due by)
Custom fields
Company or contact information
Product categories

Set these parameters according to your specific needs.

Use date filters to create views for tickets older than a certain period or due within specific timeframes.

Preview and Test Your Filter

After setting your criteria, click Apply Filter to see the results. Review the filtered ticket list to ensure it shows the tickets you want. If needed, adjust the filter criteria by clicking the Filter icon again and modifying your selections.

Save Your Custom View

Once satisfied with your filter results, click on Save as View button near the filter controls. Enter a descriptive name for your view (e.g., "High Priority Unassigned" or "My Open Tickets") and optionally add a description to help other team members understand its purpose.

Use clear, descriptive names for your views so team members can easily understand their purpose.

Configure View Settings and Permissions

In the save dialog, choose whether to make the view:

Private - visible only to you
Public - visible to all agents in your account

You can also set this view as your default view by checking the appropriate option. Click Save to create your custom view.

Create public views for common filtering needs that benefit the entire team, like 'Overdue Tickets' or 'VIP Customer Issues'.

Access and Manage Your Views

Your saved views will appear in the Views dropdown menu in the tickets section. Click on any view name to quickly apply those filters. To edit or delete a view, hover over the view name and click the gear icon that appears, then select Edit or Delete from the options.

Regularly review and update your views to ensure they remain relevant as your workflow and ticket handling processes evolve.

Common Issues & Troubleshooting

Filter options are grayed out or unavailable

Check your user permissions with your Freshdesk admin. Some filter options may be restricted based on your role or the fields may not be configured for your account.

Saved view is not showing expected tickets

Review your filter criteria by editing the view. Ensure date ranges are current and that ticket properties haven't changed. Also verify that Status filters include all relevant ticket states.

Cannot save or create new views

Verify you have the necessary permissions to create views. If you're on a trial or limited plan, check if you've reached the maximum number of custom views allowed for your subscription tier.

Custom fields not appearing in filter options

Contact your Freshdesk admin to ensure custom fields are properly configured and set to be filterable. Custom fields must be enabled for filtering in the admin settings to appear in view creation.

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