Create filters for Gorgias Views and Advanced SearchUpdated 25 minutes ago
Using Views and Advanced Search in Gorgias starts with understanding how attributes, operators, and values work together to create a filter. By applying multiple filters, you can build Views that display relevant tickets, or search your helpdesk for tickets that match your conditions.
Tip: Check out our Best Practices for Views for inspiration on creating Views for your team.
Requirements
- Available on all Helpdesk plans
- Admins and Leads can create shared Views
- All roles can create private Views and search in Gorgias
Create a ticket filter
In order to create a View or an Advanced Search query, build a filter based on the conditions you’d like the returned tickets to have.
Filters narrow down your tickets based on specific criteria, and are usually comprised of three parts:
- Attributes
The specific field or property you'd like returned
Examples: status, channel, priority - Operators
Define how the attribute should be compared to a value
Examples: is, is not, is any of - Values
The condition of the attribute
Examples: open, closed, email, voice, high, low
You can apply multiple filters at a time to further specify which tickets should be returned.
For example, the filters below will return all the open, normal to urgent priority email tickets in your helpdesk:
| Status is Open AND Channel is Email AND Priority is not Low |
When creating a filter, the operators and values will dynamically update to be relevant to the attribute you select.
Filter attributes
Channels & sources
| Channel Filters tickets based on the channel type, regardless of integration. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • Is • Is not • Is one of | The channels available in your helpdesk. | Channel is Email Will return all Email tickets in your helpdesk, from every connected email address integration. |
| Integration Filters tickets based on which integration handled the ticket. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • Is • Is not • Is one of | The integrations added to your helpdesk, including: • Help Center • Voice • SMS • Chat • Contact form • Third party integrations (like WhatsApp, or Instagram) | Integration is +1 234-567-8900 Will return all tickets for the Voice integration with that phone number. |
| Language Filters tickets based on the language detected in the conversation. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • Is • Is not | One of the languages supported by Gorgias. | Language is French Will return all tickets written in French. |
| Store Filters tickets based on which store’s support channel a customer reached out to. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • Is • Is not • Is one of • Is not one of | The Stores connected to your helpdesk. | Store is Haabitual Will return all tickets, across all channels, intended for Haabitual support. |
People & assignees
| Assignee team Filters tickets based on the team assigned to them. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • Is • Is empty • Is not empty • Is not | The teams created in your helpdesk. | Assignee team is Billing Will return tickets that have been assigned to your Billing team. |
| Assignee user Filters tickets based on the user assigned to them. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • Is • Is empty • Is not empty • Is not | The users added to your helpdesk. | Assignee user is not empty Will return tickets that haven’t been assigned to a user yet. |
| Customer Filters tickets based on the customer in the conversation. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • Is • Is not | The Customers in your helpdesk. | Customer is [email protected] Will return all tickets where John Smith is the person who reached out. |
| Customer field Filters tickets based on the fields in the customer profile. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • Custom | • Custom | You can create custom Customer Fields to add to customer profiles, which you can also use to create ticket views. |
Ticket metadata
| Tags Filters tickets based on the tags applied to them. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • Contains all of • Contains one of • Is empty • Is not empty • Does not contain any of | The Tags created in your helpdesk. | Tags does not contain any of sample ticket, spam Will return all tickets except for those with the sample ticket or spam tag. |
| Ticket field Filters tickets based on the fields added to the ticket. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • Custom | • Custom | You can create custom Ticket Fields to add to tickets, which you can also use to create ticket views. |
Ticket state
| Priority Filters tickets by their assigned priority. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • Is • Is not • Is one of | • Critical • High • Normal • Low | Priority is not Critical Will return all tickets that are High, Normal, or Low priority. |
| Snooze Filters tickets based on whether or not they’re snoozed. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • Is empty • Is not empty | Snooze is not empty Will return all currently snoozed tickets. | |
| Status Filters tickets based on their status in your helpdesk. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • Is | • Open • Closed | Status is Open Will return all open tickets and exclude closed tickets. |
Time-based ticket events
| Closed Filters tickets based on when they were closed, relative to the value you select. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • After • Less than • Before • More than | Number of: • Minute(s) ago • Hour(s) ago • Day(s) ago • Week(s) ago | Closed less than 10 minutes ago Will return tickets that have been closed within the last 10 minutes. |
| Created Filters tickets based on when they were created, relative to the value you select. A ticket can be created either by a customer or by an agent. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • After • Less than • Before • More than | Number of: • Minute(s) ago • Hour(s) ago • Day(s) ago • Week(s) ago | Created more than 1 week ago Will return tickets that were created a week before today. |
| Last message Filters tickets based on when the last message was sent or received, relative to the value you select. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • After • Less than • Before • More than | Number of: • Minute(s) ago • Hour(s) ago • Day(s) ago • Week(s) ago | Last message more than 10 days ago Will return all tickets that an agent or customer sent a message in that are more than 10 days old. |
| Last received message Filters tickets based on when the last message was received from the customer, relative to the value you select. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • After • Less than • Before • More than | Number of: • Minute(s) ago • Hour(s) ago • Day(s) ago • Week(s) ago | Last received message after 1 day ago Will return all tickets that have received a reply from a customer today. |
| Updated Filters tickets based on when they were updated relative to the value you select. An update is any change made to a ticket, such as a reply, a status change, or updating the ticket fields. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • After • Less than • Before • More than | Number of: • Minute(s) ago • Hour(s) ago • Day(s) ago • Week(s) ago | Updated less than 5 days ago Will return tickets that have been updated within the previous five days. |
Quality & automations
| AI Agent feedback Filters tickets that have received AI Agent feedback. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • Contains one of • Is empty • Is not empty | • Positive • Negative • Neutral • Additional feedback • Source used - positive • Source used - negative • Missing knowledge | AI Agent feedback contains Positive Will return tickets answered by AI Agent that have been positively reviewed by someone on your team. |
| Auto QA Score Filters tickets based on the quality metric and the score. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • Resolution completeness • Accuracy • Internal compliance • Efficiency • Communication • Brand voice • Contains one of • Is empty • Is not empty | The ticket quality star rating options from Auto QA: 1 ★ 2 ★★ 3 ★★★ 4 ★★★★ 5 ★★★★★ | Auto QA score Communication contains one of 4★★★★ 5★★★★★ Will return tickets that received a 4 or 5 star score on Communication. |
| CSAT Score Filters tickets based on the CSAT survey result. | ||
| Possible operators | Possible values | Filter (Attribute + Operator + Value) |
| • Contains one of • Is empty • Is not empty | The star rating options from the CSAT survey: 1 ★ 2 ★★ 3 ★★★ 4 ★★★★ 5 ★★★★★ | CSAT Score is empty Will return tickets that haven’t received a CSAT score. |
