View filters and operatorsUpdated an hour ago
Creating effective Views in Gorgias starts with understanding how filters, operators, and values work together to define which tickets appear within the View. Filters allow you to narrow down tickets based on specific attributes—like status, channel, or assignee—while operators define how those attributes are evaluated. By combining the right filters and operators, you can build targeted Views that surface the tickets most relevant to your workflow.
Tip: Check out our Best Practices for Views for inspiration on creating Views for your team.
Filters
| Name | Description | Example |
|---|---|---|
| Assignee team | Selects the assigned team on a ticket. | |
| Assignee user | Selects the assigned user on a ticket. | |
| Auto QA Score | Selects tickets that have been scored on the following criteria: Resolution completeness, Accuracy, Internal compliance, Efficiency, Communication, Brand voice | |
| CSAT Score | Selects tickets with a Customer Satisfaction score | |
| Channel | Selects the channel through which the ticket is created. | Email, Chat, Voice, and similar - the list will depend on the channels you have connected. |
| Closed | The time when the ticket was closed. | |
| Created | The time when the ticket was created. | |
| Customer | A specific customer from the list of your customers. | |
| Integration | A specific integration from your Channels or My apps pages through which you can receive tickets. | Your main support email, one specific number connected, a Facebook page, etc. |
| Language | The language detected within the ticket. | A language from the list. |
| Last message | The time when the last message was created within a ticket - whether from an agent or a customer. | |
| Last received message | The time when the last message was received from the customer in a ticket. | |
| Priority | Selects tickets with a priority rating | Create a view for your High Priority tickets to make them stand out. |
| Snooze | Selects if the ticket is snoozed or not (if the snooze status is empty or not). | |
| Status | Whether the status of the ticket is open or closed. | |
| Store | Selects tickets submitted from a specific store | If you run multiple stores that have unique support teams, create a view for each of the stores you operate so that your agents know which tickets they're meant to answer. |
| Tags | Selects Tags from your list of Tags. | |
| Ticket Field | Select any type of ticket field applied to a ticket. Includes dropdown, number, and yes/no ticket fields. | Create a View where "Contact Reason" is "Warranty" to automatically surface issues for your level 2 team. Create a View where "Contact Reason" is "Product Feedback" so your Product team can easily review customer insights. |
| Updated | Selects the timeframe when the ticket was updated (any kind of change on a ticket). | Adding a Tag, assigning a user, closing a ticket, etc. Any action on a ticket level counts. |
Operators
| Name | Description | Example |
|---|---|---|
| Contains all of | Includes all values from the list. | The View will show tickets with all of the selected Tags. |
| Contains one of | At least one value from the list is sufficient. | The View will show tickets tagged with any of the selected Tags. |
| Does not contain any of | Tickets that don't have any of the values from the list. | All tickets will show except the ones with the selected Tags. |
| Is | Matches tickets where the selected value is exactly equal to the specified value. | If Status is Open is chosen, the View will show only tickets with a status exactly equal to “Open.” |
| Is not | Matches tickets where the selected value is anything except the specified value. | If Status is not Closed is selected, the View will exclude tickets with a “Closed” status. |
| Is one of | Matches tickets where the selected value is equal to any of the values in the list. | If Channel is one of Email, Chat is chosen, the View will show tickets that came through either Email or Chat. |
| Is not one of | Matches tickets where the selected value is not equal to any of the values in the list. | If Channel is not one of Facebook, SMS is selected, the View will exclude tickets from Facebook and SMS channels. |
| Is empty | The value of the selected filter is empty. | If Assignee is empty is chosen, only tickets that aren't assigned will show in the View. |
| Is not empty | The value of the selected filter is not empty. | If Assignee is not empty is chosen, only tickets that aren't assigned will show in the View. |
| After | Includes a timeframe after the selected value. | Ticket updated after a certain date. |
| Before | Includes a timeframe before the selected value. | Ticket updated before a certain date. |
| Less than | Includes a timeframe less than the selected value. | If a ticket was, for example, created less than 5 minutes ago. |
| More than | Includes a timeframe more than the selected value. | If a ticket was, for example, created more than 5 minutes ago. |
Values
Values are the endpoints of the conditions and will be different based on the filters and operators you select.
As an example, if you create a filter for French language tickets, the filter would be Language, the operator would be is, and the value would be French.
