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Tickets & customers

Inbox filters

Narrow your queue with filters, apply a focused view and return to the full ticket list.

3 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

The Filter button (Filters) opens a floating dialog on desktop (role=dialog, class es-inbox-filter) anchored to the toolbar. It does not insert filters into the ticket list and does not push rows down. On a narrow viewport it opens a bottom sheet / drawer (es-inbox-filter-drawer) with the same fields. Active filters show a numeric badge on the button (Filters 3) and compact chips under the toolbar.

When to use this

A popover keeps scan position. Agents can change status, SLA, and channel without the conversation list jumping. Chips make it obvious what is active and one click to clear a single dimension.

Where to find the controls

#/inbox toolbar, right of Sort. Contextual ? Help opens this article. Saved views remember the applied filter set.

Who can make these changes

Any agent who can open Inbox (elegant_support_view_ticket). Applying filters only changes your list query; it does not mutate tickets.

Before you begin

Draft state is separate from the applied query. Edit fields inside the popover/drawer, then Apply or Reset. Closing without Apply discards the draft. There is no setting that embeds filters into the list.

Follow these steps

  1. Click Filters.
  2. Confirm a popover (desktop) or drawer (mobile) appeared over the UI.
  3. Set status, priority, SLA, channel, team, agent, tag, unread, snoozed, and date bounds.
  4. Click Apply.
  5. Read chips and the badge count.
  6. Remove one chip or Clear all.
  7. Save a view if you will reuse the set.

Settings reference

Status, Priority, SLA (on track / at risk / breached / none), Channel, Team, Agent, Tag, Unread checkbox, Snoozed, created/updated date ranges, Customer. Footer: Reset, Apply. Badge = count of active dimensions, not ticket count.

Example workflow

You set Status=Open, SLA=Breached, Unread=on, Apply. The button reads Filters 3. Three chips appear. The first ticket stays at the same vertical offset; only the rows refresh.

Good practices

Combine Sort = SLA deadline with an SLA chip instead of scrolling. Live Chat view plus channel filter is redundant; use the Live Chat view when you only want widget sessions.

Important considerations

If Filters injects a tall panel into the list and tickets jump down, the overlay CSS/JS failed — that is not intended behavior. Do not keep working on a saved view that you think is “All” when chips are still visible.

If something does not work

Popover does not open: check JS errors, that the filter wrap ref mounted, and you are not in a broken cached build. Drawer on desktop: viewport is treated as narrow. Apply does nothing: a required REST query param failed — look at Network for /tickets. Badge stuck: a filter value is empty-string vs unset; use Reset.

Continue learning

Work with the unified inbox→Configure a service-level policy→Troubleshoot the unified inbox→

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