{"id":2724,"date":"2024-08-12T20:04:06","date_gmt":"2024-08-12T17:04:06","guid":{"rendered":"https:\/\/akaunting.com\/hc\/docs\/helpdesk\/search-filter-and-update-ticket-status\/"},"modified":"2024-08-16T12:13:50","modified_gmt":"2024-08-16T09:13:50","slug":"search-filter-and-update-ticket-status","status":"publish","type":"docs","link":"https:\/\/akaunting.com\/hc\/docs\/helpdesk\/search-filter-and-update-ticket-status\/","title":{"rendered":"Search, Filter, and Update Ticket Status"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Search, Filter, and Update ticket status created in Helpdesk.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Note: To use the Helpdesk features, you need to <a href=\"https:\/\/akaunting.com\/hc\/docs\/apps-and-integrations\/installing-an-app\/\" rel=\"noreferrer noopener\" target=\"_blank\">Install<\/a> or <a href=\"https:\/\/akaunting.com\/hc\/docs\/apps-and-integrations\/purchasing-an-app\/\" rel=\"noreferrer noopener\" target=\"_blank\">Purchase<\/a> the <a href=\"https:\/\/akaunting.com\/apps\/helpdesk\" rel=\"noreferrer noopener\" target=\"_blank\">Helpdesk App<\/a>.<\/em><\/p>\n\n\n\n<figure class=\"wp-block-video\"><video height=\"1600\" style=\"aspect-ratio: 2880 \/ 1600;\" width=\"2880\" controls src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/16121333\/ticket-search.mp4\"><\/video><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Search or Filter Tickets:<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>From your Akaunting Dashboard, <strong>Click<\/strong> <strong>Helpdesk<\/strong> on the Navigation Menu Panel<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"2465\" height=\"799\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194.png\" alt=\"Creating tickets in Helpdesk\" class=\"wp-image-2706\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194.png 2465w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194-300x97.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194-1024x332.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194-768x249.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194-1536x498.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194-2048x664.png 2048w\" sizes=\"auto, (max-width: 2465px) 100vw, 2465px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You&#8217;re redirected to a list of tickets clients or the User created.<\/li>\n\n\n\n<li>Enter a search term in the search bar to search for tickets.<\/li>\n\n\n\n<li>You can also search for tickets by using the <strong>Filter<\/strong> option. Tickets can be filtered by <strong>Category<\/strong> or <strong>Status.<\/strong><\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"361\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200609\/filter-tickets-by-Category-or-Status.--1024x361.png\" alt=\"filter tickets by Category or Status. \" class=\"wp-image-2727\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200609\/filter-tickets-by-Category-or-Status.--1024x361.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200609\/filter-tickets-by-Category-or-Status.--300x106.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200609\/filter-tickets-by-Category-or-Status.--768x271.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200609\/filter-tickets-by-Category-or-Status.--1536x541.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200609\/filter-tickets-by-Category-or-Status.-.png 2038w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Update Ticket Status<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">When a Client has created a ticket, you can update its status.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>From the Tickets list page, Click a ticket.<\/li>\n\n\n\n<li>On the Ticket details page, click <strong>Open.<\/strong><\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"566\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200645\/Update-Ticket-Status-1024x566.png\" alt=\"Update Ticket Status\" class=\"wp-image-2728\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200645\/Update-Ticket-Status-1024x566.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200645\/Update-Ticket-Status-300x166.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200645\/Update-Ticket-Status-768x424.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200645\/Update-Ticket-Status-1536x849.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200645\/Update-Ticket-Status-2048x1132.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Note<\/em><\/strong><em>: You can&#8217;t directly update a ticket&#8217;s status from <\/em><strong><em>Open<\/em><\/strong><em> to <\/em><strong><em>Solved<\/em><\/strong><em>. You first need to update it to Pending.<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"448\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200735\/You-first-need-to-update-ticket-status-to-Pending-1024x448.png\" alt=\"You first need to update  ticket status to Pending\" class=\"wp-image-2729\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200735\/You-first-need-to-update-ticket-status-to-Pending-1024x448.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200735\/You-first-need-to-update-ticket-status-to-Pending-300x131.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200735\/You-first-need-to-update-ticket-status-to-Pending-768x336.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200735\/You-first-need-to-update-ticket-status-to-Pending-1536x672.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200735\/You-first-need-to-update-ticket-status-to-Pending-2048x896.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Updating a ticket status as Pending allows you to select other Statuses.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"422\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200818\/Updating-a-ticket-status-as-Pending-allows-you-to-select-other-Statuses-1024x422.png\" alt=\"Updating a ticket status as Pending allows you to select other Statuses\" class=\"wp-image-2730\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200818\/Updating-a-ticket-status-as-Pending-allows-you-to-select-other-Statuses-1024x422.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200818\/Updating-a-ticket-status-as-Pending-allows-you-to-select-other-Statuses-300x124.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200818\/Updating-a-ticket-status-as-Pending-allows-you-to-select-other-Statuses-768x317.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200818\/Updating-a-ticket-status-as-Pending-allows-you-to-select-other-Statuses-1536x633.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200818\/Updating-a-ticket-status-as-Pending-allows-you-to-select-other-Statuses.png 2038w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Any changes made to a ticket are reflected on the <a href=\"https:\/\/akaunting.com\/hc\/docs\/users-and-roles\/using-the-client-portal\/\" rel=\"noreferrer noopener\" target=\"_blank\">Client Portal<\/a>, keeping the client updated on the ticket&#8217;s progress.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"314\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200856\/Any-changes-made-to-a-ticket-are-reflected-on-the-Client-Portal-1024x314.png\" alt=\"Any changes made to a ticket are reflected on the Client Portal\" class=\"wp-image-2731\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200856\/Any-changes-made-to-a-ticket-are-reflected-on-the-Client-Portal-1024x314.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200856\/Any-changes-made-to-a-ticket-are-reflected-on-the-Client-Portal-300x92.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200856\/Any-changes-made-to-a-ticket-are-reflected-on-the-Client-Portal-768x236.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200856\/Any-changes-made-to-a-ticket-are-reflected-on-the-Client-Portal-1536x472.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12200856\/Any-changes-made-to-a-ticket-are-reflected-on-the-Client-Portal-2048x629.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Search, Filter, and Update ticket status created in Helpdesk. Note: To use the Helpdesk features, you need to Install or Purchase the Helpdesk App. Search or Filter Tickets: Update Ticket Status When a Client has created a ticket, you can update its status. Note: You can&#8217;t directly update a ticket&#8217;s status from Open to Solved. [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":2701,"menu_order":4,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-2724","docs","type-docs","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/docs\/2724","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/comments?post=2724"}],"version-history":[{"count":3,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/docs\/2724\/revisions"}],"predecessor-version":[{"id":2797,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/docs\/2724\/revisions\/2797"}],"up":[{"embeddable":true,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/docs\/2701"}],"wp:attachment":[{"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/media?parent=2724"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/doc_tag?post=2724"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}