What Are Filters and Why You Need Them

Saved filters are search conditions you set up once and save. Instead of manually selecting status, channel, topic, operator, or other criteria every time, you apply a filter with one click.

Context and Problem

Clients contact you through different channels with different questions. Every day an operator sees dozens or hundreds of requests. To find the right ones — e.g., "all new tickets from Telegram" or "chats with VIP topic from last week" — you have to manually select each criterion.

Problem: Repetitive actions waste time, and complex conditions are easy to misremember.

Solution: Saved filters let you define a set of conditions once and apply them with one click.

Main Concepts

What Is a Saved Filter

A saved filter is a folder with dynamic content. Unlike a regular folder, its content is not defined by fixed settings but by filter conditions. For example:

  • "All chats from Telegram with status 'New'"
  • "Tickets with priority 'High' assigned to me"
  • "Requests with topic 'Payment' from the last 7 days"

Why Use Filters

  • Quick access — one click instead of many selections
  • Consistent conditions — same criteria every time
  • Shared filters — a supervisor can create a public filter for the team
  • Work organization — filters appear in the sidebar as folders and show request counts

Request Types and Filters

The list of available filter fields depends on the request type:

  • Chat — dialog type, acceptance status, closed by timeout, last responder, customer rating
  • Ticket — priority, assignee, author, participants, watchers, resolved status, outdated, paused, custom fields
  • Comment — filters for social network comments
  • Group — filters for group chats

Conditions can be combined: e.g., a "tickets only" filter shows additional ticket fields (priority, assignee, etc.).

Alternatives

Temporary vs Saved Filter

Temporary filter — you configure conditions in the filter panel and apply them. After changing folders or refreshing the page, conditions are reset.

Saved filter — you save conditions under a name. The filter appears in the sidebar as a folder and stays available until you delete or edit it.

Personal vs Public

Personal — only you see the filter. Useful for your own workflows.

Public — all operators (or selected roles) see the filter. Useful for supervisors: create a filter like "Urgent SLA" and make it available to the team.

Implications for Users

  • Operator — creates personal filters for typical workflows
  • Supervisor — creates public filters for the team so everyone works with the same conditions
  • Administrator — configures topics, statuses, channels — these fields are then available for filtering