Hey @Hennessey.Brandy.N,

You should have the option to filter from a variety of options to pinpoint a specific type of ticket. Using the example you provided, here are some options:

1. You can filter by the specific Issue Category that you would like. These would show by the model category first (Support Systems - Login or Support System - Issue Not Listed)
2. You can also filter by the specific Issue Types that will go through the specific issues you created (Request a Fido Key)
3. You would also have the option to filter by the Model, which would filter all tickets that come in for that specific model that you created (Multifactor Authentication)

Once you establish the filter, you’ll be able to create a new view and be able to see all of these tickets.

Is this the type of filtering you’re looking for or are there other options that you’re looking for?

I’m not sure that I am following what you mean. 

Our setup to get to Multifactor Authentication is Software/Online Systems > Support Systems > Microsoft Multifactor Authentication. I do not see a way to filter for this specifically.

Hey and thank you for the feedback. So for this custom view, you’ll want to utilize the Model filter and use ‘Microsoft Multifactor Authentication’. With this filter, you’ll be able to see all of the tickets that are associated with the Microsoft Multifactor Authentication software model that you all set up”

Once you have this filter, you’ll be able to create a New View for just issues associated with this Software. Let me know if this is what you’re looking for!

That explains it! I was looking at the fact that it is listed under software and expected it to be listed as such. Thank you so much!

No problem at all and glad to help!