Filters
Narrow the inbox to exactly the tickets you want. Filter by status, channel, assignee, type, or who sent the last message, combine conditions, search, and sort — then save the result as a view.
View as MarkdownFilters narrow the ticket table to exactly what you care about right now. Open the Filter dialog in the inbox, add one or more conditions, and the table updates. When a filter set is worth keeping, save it as a view.
Filterable fields
Each condition is a field, an operator, and a value. You can stack multiple conditions — they all have to match.
| Field | Operators | Notes |
|---|---|---|
| Status | is any of / is none of | New, On you, On customer, On hold, Closed, Cancelled. |
| Channel | is any of / is none of | Where the ticket came from — widget, email, WhatsApp, etc. |
| Assignee | is any of / is none of | Pick teammates, unassigned, or me (resolves to you). |
| Type | is | ticket or live_chat. |
| Last message by | is | customer or agent — find tickets waiting on a reply. |
Use me as an assignee value so a shared view like "On me, awaiting reply" works for whoever opens it — it always resolves to the current user.
Search
Alongside conditions, a free-text search matches across the ticket subject, requester name, requester email, and summary. Use it to jump straight to a customer or order reference.
Sorting
Choose how the filtered tickets order:
| Sort | Orders by |
|---|---|
| Last activity | Most recently updated first (or oldest first). |
| Ticket number | Newest or oldest ticket ID. |
| Created | Newest or oldest creation time. |
| Status | Alphabetical by status, A–Z or Z–A. |
Tickets sort by last activity, newest first by default — the freshest needing attention rise to the top.
From filter to view
- 1Add conditionsStack the fields you need in the Filter dialog.
- 2Search and sortOptionally add a search term and pick a sort order.
- 3Save as viewSave the whole set as a view, personal or shared.