How to group support tickets by type

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Fulford Ings Software · How to group support tickets by type

Harry Kitching asked how to group support tickets by type in search results. Bethan Lister directed him to the Group by option in the query builder below filters.

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As at Fri 9 Oct 2026

Harry Kitching asked how to group support tickets by type in search results. Bethan Lister directed him to the Group by option in the query builder below filters.

Problem: Harry could not find how to group search results by ticket type in the query builder. Handling: Bethan provided direct guidance to the Group by control location (below the filter section) and asked for feedback. Watch: The customer quickly resolved this self-serve feature question, showing active use of query tools.

AI · claude-haiku-4-5-20251001 · as at Fri 9 Oct 2026

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Updated 9 Oct 26

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Statusclosed

Categoryhow_to

Channelemail

First response (min)171

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created · Harry Kitching 20 Mar 2026 09:34
Hi, I'm trying to build a search that shows support tickets grouped by ticket type. I've got the basic search working but I can't figure out how to add the grouping. Any tips?
Public reply · Bethan Lister 20 Mar 2026 12:25
Hi Harry, thanks for the question. You can add grouping using the 'Group by' option in the query builder - it's just below the filter section. Try selecting your field there and see how the results look. Let me know if you hit any issues. Cheers, Bethan
Status change · Bethan Lister 8 Apr 2026 10:30
Status change · 12 Apr 2026 23:59

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BG-Demo is a fictional company; every organisation and person here is invented. B-Glass is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Glass is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Glass connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Glass Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	225
People at customers	862
BG-Demo staff records (in post and leavers)	58
Calls	1,995
Email threads	3,013
Support tickets	1,159
Documents	1,218
Deals	315
Invoices	285
Events	49
News items	119

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Glass is the tool that reads its data.

Who to contact

Email info@b-glass.uk or talk to your B-Glass account team. Tell us the page address and what looked wrong; a screenshot helps.

Help