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Saved filters

A filter the agent built with the filter builder becomes reusable when they save it with a name. After that, the filter shows up in the saved-filters list and one click brings it back exactly as it was.

Saved filters popover open from the bookmark icon, listing six filters by name with the active one highlighted

Saving a filter​

With the conditions in place, click Save as on the search bar. A side drawer opens with two fields - Name (required) and Description (optional) - plus Cancel and Save buttons. Fill the name, optionally describe what the filter is for, click Save, and the filter appears under the saved-filters list.

Save filter drawer open on the right of the inbox, with Name "My queue" and Description "Tickets from my queue" filled in, Cancel and Save buttons at the bottom

The filter is private by default. Only the agent who created it can see it or use it. The MVP doesn't support sharing saved filters with other users; that's coming in a later release.

Reusing a saved filter​

Click the saved-filters icon, pick a filter from the list, and the ticket list updates instantly. The chips on the search bar match the saved conditions exactly; the agent can keep working as if they had built the filter from scratch.

Updating an existing filter​

When the agent has a saved filter applied and edits one of the chips, the bar shows a Save and a Save as option:

  • Save overwrites the existing filter with the new conditions, after a confirmation prompt so the agent doesn't lose the old definition accidentally.
  • Save as opens the same drawer used for the initial save, letting the agent name a new filter and leaving the original untouched.

Renaming and deleting​

The saved-filters list has a small menu next to each filter for rename and delete. Deleting a filter is permanent and also cancels any subscription attached to it.

What's not in the MVP​

  • Sharing a saved filter with another agent or with a queue
  • Marking a filter as a favourite (separate from saving it)
  • Pinning a filter to the top of the saved-filters list