Searching Tickets by Tags From Departments Brings up a Result With Tickets From Trash

Overview

When you try to search for tickets by departments using a tag, the search result brings up tickets from "trash" showing up at the top of the list.

This behavior is normal. When we use a tag for searching tickets, the search engine uses that tag to pull the tickets from different departments that contain the tag even if those tickets are in the Trash Folder. Also, tickets that were moved to the trash folder will show their department as "Trash". 

Solution

To avoid getting the "trashed" tickets from appearing in the search results, you have the following alternative solutions:

• Delete trashed tickets
• Create a filter
  • Using tags as condition (not available to some lower versions such as 4.7x)
  • Using flags as condition (for lower versions such as 4.7x)

Deleting Trashed Tickets

NOTE: You need user permission to the department where the ticket you are deleting belongs to so you can see the tickets from the trash folder.

1. Log in to the Staff Control Panel.
2. Click Tickets from the top navigation bar.
3. Click Manage Tickets.
   
4. Click the Trash folder.
5. Select the tickets you want to delete.
6. Click the Delete button.

Creating a Filter

Filters are a much more compact feature than views. Each filter is a collection of one or more criteria that you can apply to any view in Kayako Classic. When the filter is applied, the view will only display tickets that meet the filter's criteria. Some useful applications for this include filtering by User Organization, by Ticket Owner, by Creation or Last Reply date, by Tags, or by any number of other ticket attributes.

Once you've created a public filter, your team will be able to select it from the top toolbar when looking at any ticket view:

To create a new filter:

NOTE: You need staff access with "insert and update ticket filters" permission to perform the following steps.

1. Log in to the Staff Control Panel.
2. Click Tickets from the top navigation bar.
3. Click Filters and select Manage Filters.
4. Click the +New button.
5. Enter the title, select filter availability, and set restrictions.
6. From the 'Insert Criteria' section, select Tag > Equal to > 'the tag you want to use'.
   • NOTE: The Tag criteria may not be an option when creating filters on older versions of Kayako Classic such as 4.7x. In that case, you may use the Flag option. You can use a Flag on the Escalation rule set up and the same flag can be inserted as criteria in your filter as shown below.
7. Click the +Insert button in the upper-left to save your new filter.