Is your feature request related to a problem? Please describe.
Issue Statement:
The current filtering system on the Helpdesk platform limits the "Assigned to" and "Group" filters to a single selection (mono-select), which prevents Team Leaders and Managers from efficiently monitoring tickets across multiple specific agents or teams concurrently.
Issue Detailed Description:
Currently, when a Leader or Manager needs to oversee operations, they must filter tickets one agent at a time or one team at a time. This creates a severe operational bottleneck. Leaders frequently need to view a consolidated list of tickets belonging to a specific subset of employees (e.g., 3 out of 5 agents in a team) or specific cross-functional groups.
In other standard helpdesk platforms like Freshdesk, this capability is seamlessly supported, allowing managers to multi-select values within a single filter criteria and save them as personalized Public or Private Views for real-time monitoring. The lack of multi-select in the current Helpdesk forces users to constantly switch filters back and forth, losing the big picture of ongoing support tickets.
Steps to Replicate the issue:
- Navigate to the Helpdesk Tickets list page.
- Click on the Filter button to add a custom condition.
- Select
Where Assigned to (or Group) -> Equals.
- Click on the dropdown list to select an agent's name/email.
- Attempt to select an additional agent or combine multiple agents within the same filter parameter.
Current behavior:
The dropdown only allows selecting one individual agent or one group at a time. Once an option is clicked, the dropdown closes or replaces the previous selection. Users cannot choose multiple agents or multiple groups within a single filter condition.
Expected behavior:
- The dropdown fields for Assigned to and Group should change from single-choice to checkboxes or multi-select tokens (multi-select dropdown).
- Users should be able to check multiple agents or groups simultaneously (e.g., selecting Agent A, Agent B, and Agent C under one filter condition).
- The filter logic should treat multi-selected items within the same parameter with an
OR relationship (e.g., "Assigned to is Agent A OR Agent B").
- Users should be able to save these multi-select configurations into custom Saved Views (Private or Public Views) for quick management and tracking.
Describe the solution you'd like
No response
Describe the alternatives you've considered
No response
Additional context
No response
Is your feature request related to a problem? Please describe.
Issue Statement:
The current filtering system on the Helpdesk platform limits the "Assigned to" and "Group" filters to a single selection (mono-select), which prevents Team Leaders and Managers from efficiently monitoring tickets across multiple specific agents or teams concurrently.
Issue Detailed Description:
Currently, when a Leader or Manager needs to oversee operations, they must filter tickets one agent at a time or one team at a time. This creates a severe operational bottleneck. Leaders frequently need to view a consolidated list of tickets belonging to a specific subset of employees (e.g., 3 out of 5 agents in a team) or specific cross-functional groups.
In other standard helpdesk platforms like Freshdesk, this capability is seamlessly supported, allowing managers to multi-select values within a single filter criteria and save them as personalized Public or Private Views for real-time monitoring. The lack of multi-select in the current Helpdesk forces users to constantly switch filters back and forth, losing the big picture of ongoing support tickets.
Steps to Replicate the issue:
WhereAssigned to (or Group) ->Equals.Current behavior:
The dropdown only allows selecting one individual agent or one group at a time. Once an option is clicked, the dropdown closes or replaces the previous selection. Users cannot choose multiple agents or multiple groups within a single filter condition.
Expected behavior:
ORrelationship (e.g., "Assigned to is Agent A OR Agent B").Describe the solution you'd like
No response
Describe the alternatives you've considered
No response
Additional context
No response