Search
The search bar at the top of the inbox lets you find tickets by keyword, customer name, email address, order number, or ticket ID.
- Type any keyword to search across ticket subjects, messages, and customer info
- Results update in real-time as you type
- Search works across all channels and ticket statuses
Filters
Use filters to narrow down your ticket list. Available filter criteria include:
- Status — Open, Pending, Closed, or any custom status
- Assignee — Tickets assigned to a specific agent or team
- Channel — Filter by source (Email, Facebook, Widget, etc.)
- Label — Filter by one or more labels
- Date range — Filter by creation or last activity date
- Priority — Filter by ticket priority level
- Brand — Filter by brand (for multi-brand workspaces)
Saved Filters
Frequently used filter combinations can be saved for quick access:
- Apply your desired filters
- Click the Save Filter button
- Give your filter a name (e.g., "My Open Tickets" or "Urgent Returns")
- Access saved filters from the sidebar for one-click filtering
💡 Tip: Saved filters are personal to each agent, so everyone can set up their own custom views without affecting other team members.