Filters for views and search

Every condition a view's filter can use, what each operator means, and how to combine conditions with all, any and groups.

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A view's filter decides which tickets it lists. It is made of conditions, and each condition has three parts: a field (Status), an operator (is) and a value (Open). You build the filter in the view editor under Filter; see Views and sections for the rest of the editor. Rules use the same builder, with a few extra fields about the incoming message.

A filter set to match all of two conditions: Tags includes any of candle-club, and Created is less than 30 days ago — Two conditions joined by AND: tickets tagged candle-club that were created in the last 30 days.

Combine conditions#

Select Add condition, then choose the field, the operator and the value.
Add more conditions the same way.
Set Match to all when a ticket must meet every condition, or any when one is enough.
For a mix of the two, select Add group. A group has its own all or any and counts as one condition of the filter.

For example, Match all with Status is Open and a group matching any of Tags includes any of returns, and Channel is Chat lists open tickets that are either about returns or came in by chat.

Remove a condition with the × at the end of its row. A view with no conditions lists every ticket.

Tickets in the trash or marked as spam are left out of every view, unless its filter mentions Moved to trash or Spam. That is how the built-in Trash and Spam views find them.

Operators#

The operator menu changes with the field: it only offers what makes sense for that kind of value.

Operator	A ticket matches when the field...
is	holds exactly this value
is not	holds anything else, or nothing at all
is one of	holds any value from your list
is not one of	holds no value from your list
contains, does not contain	has, or lacks, this text anywhere in it
starts with, ends with	begins, or ends, with this text
contains any of	has at least one of the words or phrases you list
contains all of	has every word or phrase you list
contains none of	has none of them
does not contain all of	lacks at least one of them
includes any of, includes all of, includes none of, does not include all of	the same four tests on a list such as Tags: at least one, every one, none, or not every one of the tags you name
is more than, is at least, is less than, is at most	is a number above, at or above, below, or at or below the value
is after, is on or after, is before, is on or before	is a date after or before the day you pick
is more than … ago, is at least … ago	is a date further back than a length of time, such as 2 days
is less than … ago, is at most … ago	is a date within that length of time, such as the last 4 hours
is empty, is not empty	has no value, or has one
is not set, is set	(Assignee and Team) has nobody, or somebody, assigned

Lengths of time are a number with minutes, hours, days or weeks. Created is less than 30 days ago means created in the last 30 days. Last message from the customer is more than 4 hours ago means the customer has been waiting longer than 4 hours.

Text tests such as contains and starts with ignore capital letters. So do is and is one of on email addresses and tags. On other text, is compares the text exactly.

Fields you can filter on#

Each field below lists the operators it offers, by these sets:

Set	Operators
Choice	is or is not; is not one of or is one of
Yes/no	is or is not, with Yes or No as the value
Person	the Choice operators, plus is set or is not set
Number	is or is not; the four number comparisons; is not one of or is one of; is empty or is not empty
Code	is or is not; contains or does not contain; starts with or ends with; is not one of or is one of; is empty or is not empty
Words	contains or does not contain; the four any, all and none tests; is or is not; starts with or ends with; is empty or is not empty
Date	the four "… ago" tests; the four date comparisons; is empty or is not empty

Ticket#

Field	What it checks	Set
Status	Open or Closed	Choice
Priority	Low, Normal, High or Critical	Choice
Channel	Email, Chat, Contact form, Help center, SMS, Phone, API, Facebook, Messenger, Instagram comment, Instagram message or WhatsApp	Choice
Created via	How the ticket was made, as the helpdesk records it, such as `email` or `helpdesk`	Code
Subject	The ticket's subject line	Words
Language	The language recorded on the ticket, as a two-letter code such as `fr`	Code
Spam	Whether the ticket is marked as spam	Yes/no
Started by an agent	Whether someone on your team started the conversation	Yes/no
Unread	Whether the customer has written since someone on your team last opened or answered the ticket	Yes/no
Number of messages	How many messages the ticket holds	Number
Ticket id	The ticket number	Number
External id	An id another system gave the ticket, such as one copied from an import	Code
Assignee	The agent the ticket is assigned to. Views also offer Me (the agent viewing), so one view shows each agent their own tickets	Person
Assignee email, Assignee name	The assigned agent's address or name	Code, Words
Team	The team the ticket is assigned to	Person
Team name	The assigned team's name	Words
Tags	The tags on the ticket	The four includes tests; is empty or is not empty
Satisfaction score	The customer's survey score, from 1 to 5	Number

Ticket dates#

All of these use the Date set.

Field	What it checks
Created	When the ticket was created
Updated	When anything on the ticket last changed
Opened	When someone on your team first opened or answered the ticket
Closed	When the ticket was closed
Last message	When the latest message arrived or was sent
Last message from the customer	When the customer last wrote
Last reply sent	When your team last replied
Snoozed until	When a snoozed ticket wakes up; empty when it is not snoozed
Moved to trash	When the ticket went to the trash; empty when it is not in the trash

Ticket fields#

Every active ticket field appears under its own name, with operators for its type:

Field type	Operators
Dropdown	is or is not one choice; is not one of or is one of several; is empty or is not empty
Text	is or is not; contains or does not contain; starts with or ends with; is empty or is not empty
Number	is or is not; the four number comparisons; is empty or is not empty
Yes/no	is or is not; is empty or is not empty
Date	the four date comparisons; is empty or is not empty

See Ticket fields to set them up.

Customer#

Field	What it checks	Set
Customer	The customer's id	Number
Customer email	The customer's email address	Code
Customer name, Customer first name, Customer last name	The customer's names	Words
Customer language	The language on the customer's profile, as a two-letter code	Code
Customer external id	An id another system gave the customer	Code

Each customer field appears here too, under its own name, with the same operators as a ticket field of that type.

Not available in views#

Filtering on a store, on one particular mailbox or chat integration, on AI agent feedback or on quality scores is not available. Filter on Channel to split tickets by where they came from. New views always list tickets: lists of customers, such as the built-in All customers view, are not made in the editor.

When a view copied from another helpdesk has a filter the builder cannot show, the editor shows the filter as text with a note explaining why. You can edit the text there; it is checked when you save.

Filters on the search page#

Search keeps its own, simpler filters. After you search for some words, select Add filter to narrow the results by Status (Open, Snoozed or Closed), Channel, Agent, Tag or Priority. These filters only narrow the results you are looking at and are not saved. See Search tickets and customers.

Still stuck?

Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.

support@growthdept.ai