Home → Users Manual → Filters → Example: Report on Tickets Opened or Worked On During a Month

6.22. Example: Report on Tickets Opened or Worked On During a Month

Updated: 9 Sep 2026, 11:22 AM EDT

Scenario

A monthly activity report usually needs two kinds of ticket: the ones opened during the month, and the ones opened earlier that were still being worked on during it. Those are two different date conditions, and the filter has to accept a ticket that satisfies either one.

Set Match to "any", not "all"

This is the step that catches people out. At the top of the filter editor is Match [all|any] of the following conditions. Left on all, a ticket has to have been opened in the month and updated during it — which returns only the month's new tickets, and makes it look as though the carry-forward half of the report simply isn't working. Set it to any. See How Filter Conditions Work.

Building the filter

1. Click Create Filter in the left navigation. See Creating a Filter.
2. Set the filter to Match any of the following conditions.
3. Click the + icon (Add condition) below the condition box and choose Relative Date Since Opened (under Date and Time), set to Last Month. This catches everything opened during the month.
4. Click + again and choose Request Updated, also set to Last Month. This catches older tickets that saw activity during the month, whenever they were opened.
5. Click Run Filter to preview the results, then Save Filter.

A ticket that was both opened and updated during the month appears once, not twice.

Choosing the right update condition

Request Updated is the broadest of the three. It matches a request with any history entry inside the window — notes and updates, public or private, from staff, customers or automation rules. If your automations touch tickets on a schedule, those tickets appear in the report even though no person worked them.

Two narrower options:

• Request Publicly Updated — public notes only, whoever wrote them. Use this for "tickets someone actually corresponded on".
• Customer Updated Request — public notes written by the customer only, excluding their opening message. Staff replies and private notes do not match it. Use this for customer-driven activity.

All three ask whether any activity of that kind fell inside the window, not when the most recent activity happened. A ticket last touched in September still counts for August if something happened to it in August. See Filter Conditions Reference.

The month is relative, not fixed

Last Month recalculates every time the filter runs, so run it during September to get your August figures.

There are no fixed-date conditions for updates. Opened Before Date, Opened After Date, Closed Before Date and Closed After Date are the only date pickers in the condition list, and they only cover when a request was opened or closed. Reproducing an arbitrary past month needs the administrator-only Custom "where" clause (SQL) condition — see Custom SQL WHERE Clause in Filters.

Because of that, export the results each month rather than relying on the filter to reproduce an old month later. See Exporting Filter Results to CSV.

Narrowing it further

To add another constraint — a single category, say — the two date conditions have to stay OR'd together while the category is AND'd to them. That takes a sub-condition group:

1. Leave the filter's own Match on all.
2. Add a condition row and choose ANY of the following are true, under the Advanced heading in its dropdown.
3. Put Relative Date Since Opened and Request Updated inside that group, using the group's own + icon.
4. Add the Category condition alongside the group, not inside it.

See Sub-Condition Groups.