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Filters narrow the help desk inbox to a specific slice of tickets. They are used in two places:
  • The Filter button above the ticket list, for quick ad-hoc filtering of the current view.
  • The Filters tab when creating or editing a saved view, where the same filters are persisted alongside a sort order and column layout.
A filter is made of three parts: a field, an operator, and a value. Tickets must match every active condition to appear. You can stack up to 20 conditions at once.

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Available fields

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Operators by field

The available operators depend on the field. What each operator means:
  • is any of / is none of: pick one or more values; the ticket must match (or not match) any of them.
  • is: single fixed value (boolean or single-select).
  • in the last: relative window such as the last 7 days, the last 2 weeks, or the last 3 months. Maximum 365 days.
  • before / after: absolute date threshold.
  • between: absolute date range with a start and end date.

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Values by field

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Status category

One or more of the six built-in status categories:
  • New: freshly created, not yet picked up
  • On You: assigned, awaiting agent action
  • On Customer: agent replied, awaiting customer response
  • On Hold: paused on an external dependency
  • Closed: resolved
  • Cancelled: spam, duplicate, or opened in error
Any custom status your workspace adds falls under one of these categories. See ticket statuses for how the categories work.

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Status

One or more of the statuses configured in your workspace, including any custom statuses you’ve added under Settings → Helpdesk → Ticket statuses. Unlike Status category, this matches one specific configured status rather than its lifecycle group.

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Channel

One or more of:
  • Chat bubble: embedded AI agent on your website
  • Email: email forwarding
  • WhatsApp
  • API: created programmatically
  • Messenger
  • Instagram
  • Center stage: full-focus chat experience centered over your website
  • Phone: inbound phone call handled by your AI agent

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Assignee

One or more of:
  • Me: the currently signed-in agent
  • Unassigned: no agent assigned
  • Any specific agent in the workspace

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Team

One or more of:
  • My teams: teams you belong to
  • No team: tickets with no team assigned
  • Any specific team in the workspace

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Mentions me

This filter has no operator or value to configure. It is either present in your filter list or it isn’t. When present, the inbox is restricted to tickets where you are @mentioned in an internal note. To turn it off, remove the filter row.

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Created / Last message

Date values, used with one of the date operators above. Relative windows accept a positive integer up to 365 paired with a unit (days, weeks, or months).

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Last message by

One of:
  • Customer: most recent message came from the customer
  • Agent: most recent message came from a teammate

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Type

One of:
  • Ticket: standard support ticket
  • Live chat: active live chat session

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Combining filters

Conditions are combined with AND: every condition must match. Stack different fields to slice the inbox precisely. For example:
  • Channel is any of WhatsApp + Status category is any of New, On You + Created in the last 1 day → fresh, unresolved WhatsApp tickets from the past day.
  • Assignee is any of Unassigned + Last message by is Customer → tickets waiting for someone to pick them up where the customer spoke last.
To save a combination for reuse, build it as a saved view instead of re-applying it each time.