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View filters and operatorsUpdated 3 months ago

We're using the terms filter, operator, and value to filter tickets and define Views.


Filters

NameDescriptionExample
Assignee teamSelects the assigned team on a ticket.
Assignee userSelects the assigned user on a ticket.
ChannelSelects the channel through which the ticket is created.Email, Chat, Voice, and similar - the list will depend on the channels you have connected.
ClosedThe time when the ticket was closed.
CreatedThe time when the ticket was created.
CustomerA specific customer from the list of your customers.
IntegrationA 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.
LanguageThe language detected within the ticket.A language from the list.
Last messageThe time when the last message was created within a ticket - whether from an agent or a customer. 
Last received messageThe time when the last message was received from the customer in a ticket.
SnoozeSelects if the ticket is snoozed or not (if the snooze status is empty or not).
StatusWhether the status of the ticket is open or closed.
TagsSelects Tags from your list of Tags.
UpdatedSelects 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

NameDescriptionExample
Contains all ofIncludes all values from the list.The View will show tickets with all of the selected Tags.
Contains one ofAt least one value from the list is sufficient.The View will show tickets tagged with any of the selected Tags.
Does not contain any ofTickets that don't have any of the values from the list.All tickets will show except the ones with the selected Tags.
Is emptyThe 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 emptyThe 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.
AfterIncludes a timeframe after the selected value.Ticket updated after a certain date.
BeforeIncludes a timeframe before the selected value.Ticket updated before a certain date.
Less thanIncludes a timeframe less than the selected value.If a ticket was, for example, created less than 5 minutes ago.
More thanIncludes 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 can be a huge number of things - from time frames, integrations, users, and so on.

In the condition Channel is Help Center, the value would be the Help Center.

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