Are you trying to filter “unassigned” tickets based on data in the description?

@AMeyer Greendale Schools  Yes… because Issue Description is not a filtered column, I can’t seem to search for only those that contain “ParentSquare”, for instance, so I can bulk-assign them to our Tier 3 Integration team. 

We require a team assignment for all tickets as well, so I can make a couple of suggestions.

1. It sounds like you may want to create an issue/category for some of the frequent things that don’t have a category yet - such as “ParentSquare” - so that there’s an actual filterable data point to use for routing them to the correct team via rules. This also helps with reporting later on.
2. Create a “catch-all” team, and set it as your final rule for “When Created - assign to team XXX” - so that if a ticket doesn’t match any other rules along the way it will at least match that one, and those of you watching for those orphaned tickets have a central place to find and reassign them. We used to call this our “Unassigned Queue”.

Finally - to combat the problem we have with people not correcting teams, or not assigning one at all, we’ve put a few ideas out there that you can vote on if you feel like they’d help.

@APettit 4771ce ecasd Thank you for submitting your question to our community!

Thank you @AMeyer Greendale Schools and @jclark for your insight on this thread!