Filters narrow the help desk inbox to a specific slice of tickets. They are used in two places:Documentation Index
Fetch the complete documentation index at: https://chatbase.co/docs/llms.txt
Use this file to discover all available pages before exploring further.
- The Filter button above the ticket list, for quick ad-hoc filtering of the current view.
- The Conditions tab when creating or editing a saved view, where the same filters are persisted alongside a sort order and column layout.
Available fields
| Field | What it filters on |
|---|---|
| Status | The ticket’s current lifecycle state |
| Channel | Where the ticket originated |
| Assignee | The agent the ticket is assigned to |
| Mentions me | Tickets where you are @mentioned in an internal note |
| Created | When the ticket was first created |
| Last message | When the most recent message was sent |
| Last message by | Who sent the most recent message |
| Type | Whether the ticket is a regular ticket or a live chat |
Operators by field
The available operators depend on the field.| Field | Operators |
|---|---|
| Status | is any of, is none of |
| Channel | is any of, is none of |
| Assignee | is any of, is none of |
| Mentions me | (none) |
| Created | in the last, before, after, between |
| Last message | in the last, before, after, between |
| Last message by | is |
| Type | is |
- 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.
Values by field
Status
One or more of:- 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
Channel
One or more of:- Widget: embedded chatbot on your website
- Email: email forwarding
- Messenger
- API: created programmatically
Assignee
One or more of:- Me: the currently signed-in agent
- Unassigned: no agent assigned
- Any specific agent in the workspace
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.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).
Last message by
One of:- Customer: most recent message came from the customer
- Agent: most recent message came from a teammate
Type
One of:- Ticket: standard support ticket
- Live chat: active live chat session
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 is any of New, On You + Created in the last 24 hours → 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.