Adding Filters to Views in One Inbox

Use filters to create custom Views in One Inbox that display tickets based on conditions you define. Choose from ticket, agent, call, or custom field filters to tailor your ticket lists for you and your team. 

Changes you make to Views are saved to your profile automatically, so the next time you access them, your changes remain in place. You can reset Views to revert them to their last saved versions and save Views so other team members can use them.
The following filters delay some real-time updates to the ticket lists by 30-60 seconds:
  • Call filters
  • Custom fields
  • Related to Article/Category
  • Received from / Sent to
  • SLA

To add a filter to a View in One Inbox:

Note:
In the My Tickets, Taken by Me, and My Snoozed Tickets Views, you can filter the ticket lists by status and sort them, but you cannot add other filters. 
  1. Click + Add Filter on the left.
  1. Choose the filter you'd like to add:
    Tip: Enter the name of the filter you want to add in the Search field to find it faster. 
  • Ticket filters: Show or hide tickets based on various ticket-related conditions. 
  • Agent filters: View tickets by their assigned agents, replying agents, active agents, and more. 
  • Call filters: Show or hide call center tickets by queue, line, status, and more. 
    Note: Adding call filters delay some real-time updates to the ticket lists by 30-60 seconds.
  • Custom fields: Show or hide tickets by the values set in their custom fields
    Note: Adding custom field filters delay some real-time updates to the ticket lists.
4.  (Optional) Add list sorting to the View.
5.  (Optional) Add a status filter to the View.
6.  (Optional) Add the table setup to the View. 
7.  (Optional) Save the View. 
Tip:
Click the X icon  at the top right of a filter to remove it. 
Additional actions:
Click the Show More icon  at the top of the Views panel and select:
  • Reset: (If you've edited the View but haven't saved changes) Revert the View to its last saved version. 
  • Rename: Change the name of the View. This option is available for custom Views only, not default Views. 
  • Delete: Permanently remove the View for all team members. This option is available for custom Views only, not default Views.