# 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.

Filters 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](/docs/help-desk/saved-views).

## 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. |

> **THE "ME" SHORTCUT:** 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. |

> **DEFAULT SORT:** Tickets sort by **last activity, newest first** by default — the freshest needing attention rise to the top.

## From filter to view

1. **Add conditions** — Stack the fields you need in the Filter dialog.
2. **Search and sort** — Optionally add a search term and pick a sort order.
3. **Save as view** — Save the whole set as a [view](/docs/help-desk/saved-views), personal or shared.

## FAQ

**Do multiple conditions AND or OR together?**

They AND — a ticket must satisfy every condition to appear. For "any of" within a single field, use the is-any-of operator on that field.

**Can I exclude statuses or channels?**

Yes. Use the "is none of" operator to exclude a set of values for status, channel, or assignee.

**What does the Mentions view filter on?**

Mentions is a system view, not a field filter — it shows tickets where you're @mentioned in a note.

**Why don't closed tickets show in my filter?**

Most system views show only active tickets. Include Closed/Cancelled in a status condition, or use the Solved view.

## What's next

- [Saved views](/docs/help-desk/saved-views) — Turn a filter into a reusable view.
- [Help Desk overview](/docs/help-desk/overview) — Statuses and system views.
- [Ticket assignment](/docs/help-desk/assignment) — Filter Unassigned, then auto-route.