Manage shared filters and the default Operator Line view

When the team is large, personal setups start to diverge. One operator has a useful filter; another never sees it. Table columns differ everywhere. This guide shows how to publish a filter for a chosen audience from one place. You can also set a role’s default menu and default table columns.

When you need it

You want a useful filter to appear not for every operator, but for a chosen role, skill group, or a few specific people.
New operators in a role should see the right folders and filters in the menu from day one.
You need to set which appeal table columns are visible by default for a role or for a specific bot.

What to know

This is a separate layer from a personal filter with Make public. Here you pick an exact audience: roles, skill groups, or individual operators — not only “everyone” or “only me”.
A shared filter moves through Draft → Published → Archived. Operators do not see it until it is published. Edits to an already published filter do not reach them until Publish changes.
The role default menu and default columns are the starting state for new operators and for Reset to role settings. They do not rebuild personal settings of operators who already changed something themselves.
The page uses ordinary controls. It does not show role IDs or technical codes.

For the difference between a personal public filter and a shared filter, see What are filters and why they matter.

Before you start

You are signed in as an administrator or a supervisor who can manage shared filters.
You know who the filter is for, or which default menu or column set you need.

Steps

Open the settings page

Open Settings via Menu -> Settings.
In Operator panel, choose Operator Line filters and view.
The page opens with three tabs: Shared filters, Role menus, and Columns. If you do not have rights for a section, that tab is simply missing.

Shared filters

Open the Shared filters tab. The list has search by name and description. Filter by status (All statuses / Draft / Published / Archived) and by audience (All audiences / All operators / Selected audience).
Click Create filter.
In the panel that opens, fill in:
- Name and description — this is the text the operator sees in the menu.
- Filter conditions — the same condition builder as in the Operator Line filter dialog.
- Who can see it — choose All operators or Selected audience. For a targeted audience, fill at least one of: roles, skill groups, or individual operators. A match on any of them is enough.
- Initial placement — In the main menu (looks like a folder) or In saved filters.
Click Save draft to keep it unpublished, or Publish if the filter is ready.
To change an already published filter, open it from the list and edit it. Click Publish changes. Until then, operators still see the previous version.
To remove a filter from operator menus, open it and click Archive, then confirm. An archived filter can be brought back with Restore. It becomes a draft again.

The lower part of the published-filter editor has a Usage block. It shows how many operators hid the filter personally.

Role menus

Open the Role menus tab and pick a role in the search field.
Review the default-menu preview. Each item shows order, a visibility switch, and a type mark (System folder / Shared filter). A shared filter also has a Role mark.
To add a shared filter to this role’s menu, click Add filters. Find a published filter by name. Adding it assigns the filter to the role and puts it in the default menu.
Mark which system folder should open by default (Open by default).
For each added filter, choose next to it whether it should appear In the main menu or In saved filters. This applies only to filters assigned to this role.
Click Save role menu.

Filters available to all operators (no targeted audience) appear in a separate reference block Available to all operators. They are inherited automatically and are not edited here.

Columns

Open the Columns tab and at the top choose the appeal type — Dialogs or Tickets.
If needed, narrow the list by column name. Or pick a specific role or bot to see only their settings.
Each column has two fields where you can pick several values: Visible by default for roles and Visible by default for bots. Add or remove roles and bots. A short summary under the field shows who the column is hidden for.
Changed sets are highlighted. A bar at the bottom shows Unsaved presets: {count}, with Discard changes and Save visibility. Click Save visibility to apply.

This is a default table view, not an access limit. An operator can still show or hide any column personally. Personal settings take priority.

What happens next

Published filters appear in the menus of the selected audience. A saved role menu becomes the default for new operators in that role and applies on Reset to role settings. Saved column sets become the default table view for the chosen roles and bots.

How to confirm it worked

In Shared filters, check that the filter status is Published and the Audience column is correct.
Ask an operator with the matching role to reload the page and confirm that the filter or folder appeared in their menu.
On the Columns tab, check that the summary under the field matches the expected list of roles or bots.

Other ways

To show a filter to all operators without a targeted audience and without a draft state, use Make public when creating a regular filter — see Create a filter.
An operator or supervisor can still change the order and visibility of folders for themselves without this page — see Manage folders.