Product Updates
Kevin Coleman
Co-Founder
6 minutes
Effective ticket management can make or break your internal operations. As support requests continue to flood in from various departments, the ability to quickly sort, filter, and organize these tickets becomes essential for maintaining efficiency. At Ravenna, we're constantly enhancing our AI-powered helpdesk to address the challenges faced by IT and shared services leaders. Our latest updates to ticket filtering and view options represent a significant step forward in giving you greater control over your support operations.
New Date Filtering Capabilities: Find What You Need, When You Need It
How It Works
Our enhanced date filtering capabilities now allow for more precise control over which tickets appear in your view. You can now filter tickets using a range of date parameters:
Between Dates: Select tickets created or modified within a specific date range (e.g., January 1-10)
After Date: View only tickets from after a certain date point
Before Date: Focus on tickets created before a specific date
The interface features an intuitive design with a clean animation that removes clutter as you add multiple filters. This means you can build complex queries without losing screen real estate or clarity.
Why This Matters
For IT leaders, time-based organization is critical. Whether you're conducting a quarterly review, investigating a specific incident timeframe, or tracking response times over a particular period, date filtering provides the precision you need.
By accurately filtering tickets by date ranges, you can:
Measure performance during specific time periods
Identify patterns in ticket creation that correlate with business events
Quickly locate historical tickets without endless scrolling
Create meaningful reports based on consistent time parameters
This functionality eliminates the frustration of legacy systems where finding tickets from specific timeframes often requires exporting data to spreadsheets for manual filtering.
Tag-Based Collection Filtering: Organize by Context, Not Just Category
How It Works
Tags represent one of the most flexible ways to categorize tickets based on their context rather than rigid predefined fields. Our new tag filtering options include:
Is One Of: Show tickets with specific tags (e.g., "microchip")
Is Not One Of: Exclude tickets with certain tags
This feature works dynamically, updating your view instantly as you apply or remove tag filters.
Why This Matters
Traditional internal ticketing systems like JSM or Freshservice force support issues into predefined categories that often don't capture the true nature of the request. With tag-based filtering, operations leaders can:
Create custom organizational schemes that reflect how your business actually works
Quickly isolate tickets related to specific projects, initiatives, or recurring issues
Build views that cross traditional departmental boundaries
Adapt to changing business needs without reconfiguring the entire system
This flexibility represents a fundamental shift away from the rigid structures of legacy systems toward a more adaptable approach that meets your team where they work.
Customizable Grouping Options: See Your Data Your Way
How It Works
Beyond filtering, we've introduced enhanced grouping capabilities that allow you to organize tickets by various date parameters with adjustable granularity:
Group by day, week, month, or year
Sort groups in ascending or descending order
Combine grouping with filters for highly specific views
These grouped views provide visual organization that makes patterns immediately apparent and helps teams prioritize their work more effectively.
Why This Matters
For operations leaders managing cross-functional support teams, the ability to quickly shift perspective is invaluable. Different timeframes reveal different insights:
Daily grouping helps with immediate workload management
Weekly grouping supports sprint planning and resource allocation
Monthly grouping facilitates trend analysis and reporting
Yearly grouping provides big-picture insights for strategic planning
Combined with our filtering capabilities, these grouping options transform raw ticket data into actionable intelligence that drives operational improvements.
Save and Reuse Your Perfect View
Once you've created the perfect combination of filters, groupings, and sorting options, you can save these views for future use. This means your support data become reusable assets rather than one-time configurations.
For operations leaders managing diverse teams, this means you can:
Create department-specific views for different stakeholders
Set up standardized views for recurring reporting needs
Quickly switch between strategic and tactical perspectives
Ensure consistent analysis across your organization
What makes Ravenna different?
While these filtering and view enhancements might seem like incremental improvements, they represent our fundamental philosophy at Ravenna: enterprise service management is broken and needs complete reimagining.
Traditional ticketing systems were built for an era when support meant filling out forms and waiting in queues. At Ravenna, we understand that modern work happens in messaging platforms and collaborative spaces, not in siloed ticket systems. Our AI-powered approach meets employees where they already work while giving support teams the tools they need to manage their operations effectively.
These new filtering and view capabilities reflect our commitment to building tools that adapt to how you work, not forcing you to adapt to rigid systems. By combining these powerful organizational tools with our AI-driven automation, we're creating a support ecosystem that handles routine requests automatically while giving your team the visibility they need to focus on what matters.
Wrapping up
The days of support teams drowning in disorganized ticket queues are over. With Ravenna's enhanced filtering and view options, you gain unprecedented control over how you visualize, organize, and manage your support operations.
As IT and shared services leaders at mid-market and enterprise companies continue to face mounting pressure to do more with less, these tools provide the leverage needed to transform support from a bottleneck into a strategic asset.
Ready to see how Ravenna can transform your support operations? Contact us today for a personalized demonstration of how our AI-powered helpdesk can reduce ticket volume, improve employee satisfaction, and increase the efficiency of your support teams.
