Filters are powerful tools that automatically sort your customer interactions based on specific criteria, helping you organize and prioritize your messages. This guide will walk you through the filters that are available in the Inbox.
Status Filter
Every ticket has 3 status options. It can be Open, In progress or Closed.
Assignee Filter
Every ticket can be assigned to a specific team member. You can filter tickets by the assigned team member, providing a clear overview of each person's current workload.
Source Filter
The Source Filter categorizes the origin of a ticket. Tickets originating from direct emails are grouped under Email. Tickets submitted through the Contact Us form on your public knowledge base are classified as Knowledge Base. Tickets originating from AI Ask in Help.center widget are labeled as AI Chatbot.
Replied By
Every enquiry can be replied by either the human agents in your team, or by the AI email, AI chat and AI search functions.
Feedback for AI
You can filter tickets by whether the customer has classified a particular interaction as helpful or unhelpful.
Tags
Every ticket can have tags based on specific keywords or labels. You can select a specific Tag to see every ticket that Tag has been applied on.
Discussed with
Every ticket has a Discuss tab where you can tag specific team members to directly involve them in the conversation. By using the Discussed with filter, you can easily view all tickets where a specific team member participated in the conversation.
Date filter
This filter allows you to narrow down your inbox to view tickets from a specific time range. This is especially useful when you need to focus on recent activity or find conversations from a particular period.
Include spam
This filter helps you identify tickets that may have been flagged as spam but are still relevant. By including spam emails in your view, you can review them to ensure nothing important was mistakenly marked as spam.
Still need help?
Contact us