Adding the "Assigned to/by" Filter to Views

Add the "Assigned to/by" filter to show only tickets assigned to specific agents or groups, assigned from specific agents, or unassigned tickets. 

To add the "Assigned to/by" filter:

  1. Click the One Inbox icon in the side panel on the left.
  2. (Optional) Click the Language icon  and select a language to show its Views and tickets.
  1. Select the View you'd like to edit from the Views panel on the left. 
Note:
In the My Tickets, Taken by Me, and My Snoozed Tickets Views, you can filter the ticket lists by status, but you cannot add other filters. 
  1. Click the Show More icon  next to the View name and select Edit.
  1. Click + Add Filter from the Views panel on the left. 
  2. Scroll down and select Assigned to/by under Agent filters.
  1. Select the relevant option(s):
    • Assigned to: View tickets assigned to specific agents or groups.
      1. Click Add agent / group.
      2. Enter the name of an agent or group and select them from the list. 
      3. Repeat these steps to add more agents or groups to the filter. 
    • Assigned to no one: View tickets that are currently unassigned.
    • Assigned by: View tickets assigned by specific agents.
      1. Click Add agent.
      2. Enter the name of the agent and select them from the list. 
      3. Repeat these steps to add more agents to the filter. 
  1. (Optional) Save the View for other team members to use.
Note:
To save Views, you must be an administrator or have a custom role with Create, update, and delete views enabled in the Ticket List & Saved Replies permissions.

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