Create Folder

Creating folders helps organize requests by logical criteria for quick access and effective management. This instruction will show how to create a new folder for organizing requests.

When Needed

You need to organize requests by topics, priorities, or teams.
You want to create your own folder structure for the team.
You need to configure automatic distribution of requests into folders.
You want to improve navigation and request search.

What's Important to Know

Folder — organizational element for grouping requests.
Folders can contain filters for automatic addition of requests.
You can create nested folders for detailed organization.
Folders are displayed in navigation for quick access.

Prerequisites

You are logged in with administrator rights.
You have navigated to the OperatorLine module via Apps -> OperatorLine.
You have determined folder name and purpose.

Step-by-Step Instructions

In the OperatorLine module, find the folder management section through the settings menu or in the filters section.
Click the "Create Folder" or "Add Folder" button — a dialog window opens.
Fill in basic folder parameters:
- Name — enter a clear folder name (for example, "High Priority", "Technical Support").
- Description — add description of folder purpose (optional).
Configure filters for automatic addition of requests (optional):
- Select selection criteria (status, topic, tags, operator, etc.).
- Requests matching these criteria will automatically be added to the folder.
Select parent folder if you need to create nested structure (optional).
Configure additional parameters:
- Folder availability (only for you, for team, for everyone).
- Icon or color for visual identification (if available).
Click the "Create" or "Save" button — the folder is created and appears in navigation.

Folder with a relative date ("Closed yesterday")

If a folder should show, for example, the dialogs closed the day before — every day, without editing dates — use a relative period instead of fixed dates:

In the "Additional conditions" block of the filter form, add the "Closed" condition.
In the operator list, choose "Relative period".
A list appears instead of the calendar — choose "Today", "Yesterday", "Tomorrow", "This week" or "Previous week".
To include closed dialogs, turn on "Closed requests" («Закриті звернення») in the "Requests" section — otherwise a saved folder shows open requests only.
Save the filter and show it as a folder. The condition reads, for example, Closed: Yesterday.

Good to know:

The folder stores the period ("Yesterday"), not dates, so after midnight it shows the new day by itself — no editing needed.
Day boundaries are the same for every operator and follow the time zone of your instance, not the browser. "Week" is a calendar week, Monday to Sunday.
Right after midnight the folder counter in the menu may show the previous day's number for up to a minute; the folder itself shows the current list when opened.
"Closed" is the time of the last change of a closed dialog. If something is written to a closed dialog later (a tag, a rating, etc.), it falls into the folder by the date of that change.
The relative period is available only on instances with Query Platform enabled — where the "Additional conditions" block is shown. Regular folders without Query Platform and the "Created" / "Last reply" fields at the top of the form keep working with concrete dates. It can also be chosen for "Created" and "Closed" in the quick filter and in shared filters.

What Happens After

The folder is created and appears in navigation. Requests that match configured filters are automatically added to the folder.

How to Verify It Worked

Check that the folder appeared in navigation.
Make sure requests are automatically added to the folder by filters.
Check that folder name and settings are correct.

Other Ways

You can create multiple folders at once for quick organization.
Folders can be edited after creation to change filters.
Use nested folders for detailed organization of large numbers of requests.