Create Custom Ticket Queries in SAP C4C

Learn how to create, filter, and save custom ticket views in SAP Cloud for Customer (C4C) to track created and completed tickets by date and assigned rep.

August 6, 2026 By Tyler Griffin

This guide explains how to create and save custom ticket queries in SAP Cloud for Customer (C4C). By following these steps, you can build reusable views to quickly track created and completed tickets by specific date ranges and assigned agents.

This process applies to customer service managers and agents who need to monitor ticket volume and agent performance in their specific SAP C4C inboxes. Use these customized views during daily or weekly reporting workflows to streamline inbox management.

Accessing Your Inbox Filters

To build a custom query, start by navigating to the relevant support inbox.

Step #1: Click Tickets from the Service navigation menu. — Click **Tickets** from the Service navigation menu.

Step #2: Click the dropdown menu next to the current view title at the top of the screen. — Click the dropdown menu next to the current view title at the top of the screen.

Step #3: Select the specific inbox or queue you want to query (e.g., Commercial Service). — Select the specific inbox or queue you want to query (e.g., Commercial Service).

Step #4: Click the Filter (funnel) icon in the top right corner to open the search parameters panel. — Click the **Filter** (funnel) icon in the top right corner to open the search parameters panel.

Clearing Default Status Filters

If you want to view the total volume of tickets received or resolved, clear any default status exclusions first so your count is completely accurate.

Step #5: Click the arrow icon next to the Status header to expand the active filters. — Click the arrow icon next to the **Status** header to expand the active filters.

Step #6: Click Reset to clear any pre-existing inclusion or exclusion rules. — Click **Reset** to clear any pre-existing inclusion or exclusion rules.

Common Filter Configurations

Depending on your goal, you will configure different parameters in the filter panel. Below are the most common configurations used to analyze ticket volume:

Query Goal	Field to Use	Filter Configuration
Daily New Tickets	Created On	Select Yesterday from the preset dropdown menu.
Ad-Hoc Volume Search	Created On	Select Filter by Date, click +, change condition to Between, and set a start and end date.
Daily Completed Tickets	Resolved On	Select Yesterday from the preset dropdown menu.
Agent Performance	Assigned To	Type the specific agent's name into the field.

Using a Preset Date Range

Step #7: Locate the Created On field in the filter list. — Locate the **Created On** field in the filter list.

Step #8: Select Yesterday (or your desired timeframe) from the dropdown menu. — Select **Yesterday** (or your desired timeframe) from the dropdown menu.

Step #9: Click Go to generate the filtered list of tickets. — Click Go to generate the filtered list of tickets.

Using a Custom Date Range

Step #10: Select Filter by Date from the dropdown menu next to your desired date parameter. — Select **Filter by Date** from the dropdown menu next to your desired date parameter.

Step #11: Click the + (plus) icon to add a new date condition. — Click the + (plus) icon to add a new date condition.

Step #12: Click the condition operator dropdown menu. — Click the condition operator dropdown menu.

Step #13: Select Between to configure a multi-day range. — Select **Between** to configure a multi-day range.

Step #14: Click the calendar icon in the first date field. — Click the calendar icon in the first date field.

Step #15: Click the calendar icon in the second date field. — Click the calendar icon in the second date field.

Step #16: Click OK to confirm your date range. — Click OK to confirm your date range.

Step #17: Click Go to execute the query. — Click Go to execute the query.

Saving Your View

Once your filters are set up for a view you'll check routinely (like daily reporting), save it so you don't have to rebuild it every time.

Step #18: Click Save Query As at the top right of the filter panel. — Click **Save Query As** at the top right of the filter panel.

Your screen will refresh to your default view. You can now access your newly saved query.

Step #20: Click the top view dropdown menu. — Click the top view dropdown menu.

Filtering for Completed Tickets and Reps

If you want to create a separate view focused on resolved tickets or specific agents, simply replicate the previous steps using different field parameters.

Step #21: Open the filter panel again. — Open the filter panel again.

Step #22: Clear out any previous "Created On" filter settings. — Clear out any previous "Created On" filter settings.

Step #23: Scroll to the Resolved On field and select a relative date, such as Yesterday. — Scroll to the **Resolved On** field and select a relative date, such as **Yesterday**.

Step #24: If tracking agent output, locate the Assigned To field. — If tracking agent output, locate the **Assigned To** field.

Step #25: Or you can enter the name of the assigned representative in the text field. — Or you can enter the name of the assigned representative in the text field.

When finished, use the Save Query As option again to save this specific permutation for future use.

Q: How can I ensure my custom views appear at the top of my list?

A: When saving a query, prefix the name with a number (e.g., "01_Commercial Service Created Yesterday"). This forces the system to sort it alphabetically to the top of your dropdown menu.

Q: Why do I need to reset the Status filter when searching for created tickets?

A: Resetting the Status filter removes any default exclusion or inclusion rules. This ensures your query captures the true total number of tickets received during a timeframe, regardless of whether they are currently open, pending, or completed.

Term	Definition
C4C (Cloud for Customer)	SAP's cloud-based customer relationship management platform used for handling service and sales activities.
Query / View	A customized layout of filtered data within the system that you can save and return to later without rebuilding the parameters.
Resolved On	A system date field that records the exact day a service ticket was officially marked as completed or closed.