# Create Filter

Filters help quickly find needed requests by various criteria and save settings for further use. This guide shows how to create your own saved filter with a full set of conditions.

## When Needed

- You regularly search for requests by certain parameters.
- You want to save filter settings for one-click access.
- You need custom selection conditions (e.g., only high-priority tickets).
- You want to organize work with requests by your own criteria.

## What's Important to Know

- **Saved filter** — a folder with dynamic content: filter conditions are stored, and the request list updates automatically.
- Creating a filter happens in **two steps**: first configure conditions, then name and visibility.
- The list of available fields depends on the selected **request type** (Chat, Ticket, Comment, Group).
- Saved filters can be made **public** — then all operators see them.

For more: [What Are Filters and Why You Need Them](/en/operatorline/explanation/what-are-filters.md).

## Prerequisites

- [x] You are logged in with supervisor or operator rights.
- [x] You have navigated to **Operator Panel** via `Menu -> Operator Panel`.
- [x] You have determined the criteria by which to filter requests.

## Step-by-Step Instructions

### Step 1. Open the Create Filter Dialog

1. In the left panel of OperatorLine, find the **"Create Filter"** button (above the folder list or in the folder menu).
2. Click it — the **"Configure Filters"** dialog opens with two steps (stepper).

---

### Step 2. Step 1 — Configure Filters

On the first step, configure the request selection conditions.

#### 2.1. Request Type

- Select one or more types: **Chat**, **Ticket**, **Comment**, **Group**.
- The selection determines which additional fields appear below (for chats — dialog type, rating; for tickets — priority, assignee, etc.).

#### 2.2. Closed Dialogs

- Turn on the **"Closed dialogs"** switch if you need to include closed requests in the results.
- By default, only active requests are shown.

#### 2.3. Basic Criteria (Field Grid)

Configure the conditions you need:

| Field | Description |
|-------|-------------|
| **Bot** | Select a bot (if you have multiple). |
| **Channel** | Telegram, Viber, Facebook, Instagram, WhatsApp, Email, Widget, Telephony, etc. |
| **Request Status** | New, In progress, Closed, and others (depends on settings). |
| **Topic** | Request topic (from configured topics). |
| **Tags** | Dialog or client tags. |
| **Operator** | Operator handling the request. |
| **Skill Group** | Operator group by skills. |
| **Process** | Processing process (if configured). |
| **Client** | Search by client (name, phone, email). |

#### 2.4. Dates

- **Created At** — date range when the request was created.
- **Last Response At** — date range of the last response.

#### 2.5. Additional Filters for Chats

If **Chat** type is selected, these fields appear:

- **Dialog Type** — chat type.
- **Acceptance Status** — whether the request was accepted by an operator.
- **Closed by timeout** — whether it was closed due to timeout.
- **Last Responder** — client or operator.
- **Rating** — customer rating (1–5).

#### 2.6. Additional Filters for Tickets

If **Ticket** type is selected, these fields appear:

- **Priority** — high, medium, low.
- **Assignee** — operator assigned to the ticket.
- **Ticket Author** — who created the ticket.
- **Participants** — operator participants.
- **Watchers** — who is watching the ticket.
- **Resolved** — whether the ticket is resolved.
- **Outdated** — whether the deadline is overdue.
- **Paused** — whether the ticket is paused.
- **Custom Fields** — additional ticket fields (order number, product category, etc.). Custom fields appear in filters if "Use in filters" is enabled for the field in the topic settings. How to configure: [Configure topics](/en/settings/how-to/configure-subjects.md).

**To see custom fields in filters, you need two things:**
1. **In topic settings** — enable "Use in filters" for each field you need.
2. **In the filter builder** — you must select request type **"Ticket"**. Custom fields appear only in the "Additional filters for tickets" section. If you select "Chat", "Comment", or "Group" — custom fields are not displayed.
3. **Topic is optional** — fields with the checkbox enabled appear regardless of the selected topic. If "Use in filters" is enabled for 5 fields across different topics, all 5 fields will be available in filters regardless of which topic you selected (or if you selected none).

#### 2.7. Proceed to Step 2

- Click **"Next"** or select the **"Save Settings"** step in the stepper.

---

### Step 3. Step 2 — Save Settings

On the second step, set the filter name and visibility.

#### 3.1. Filter Name (Required)

- Enter a clear name that describes the filter conditions (e.g., "VIP clients", "Urgent tickets from Telegram").

#### 3.2. Description (Optional)

- Add a short description — for yourself or for the team if the filter is public.

#### 3.3. Visibility

- Turn on **"Make this filter public"** so other operators can see it.
- If left off — the filter is only visible to you.

#### 3.4. Save

- Click **"Save"** — the filter is saved and appears in the folder list in the left panel.

---

## What Happens After

The filter appears in the left panel as a folder with your name. Clicking it updates the request list according to the saved conditions. The counter shows how many requests match the filter.

## How to Verify It Worked

- Check that the filter appeared in the folder list on the left.
- Click the filter — the request list should match the configured conditions.
- Check the counter next to the filter name.

## Other Ways

- You can **edit** a saved filter — change conditions or name (via context menu or folder settings).
- You can **delete** a filter if it is no longer needed.
- Filters can be **reordered** by dragging (like folders).

## Related Materials

- [What Are Filters and Why You Need Them](/en/operatorline/explanation/what-are-filters.md)
- [View chat list](/en/operatorline/how-to/view-chats-list.md)
- [Manage folders](/en/operatorline/how-to/manage-folders.md)