> ## Documentation Index
> Fetch the complete documentation index at: https://chatbase.co/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Filters

> The full set of fields, operators, and values you can use to filter the help desk inbox.

Filters narrow the help desk inbox to a specific slice of tickets. They are used in two places:

* The **Filter** button above the ticket list, for quick ad-hoc filtering of the current view.
* The **Conditions** tab when creating or editing a [saved view](/user-guides/chatbot/help-desk/saved-views), where the same filters are persisted alongside a sort order and column layout.

A filter is made of three parts: a **field**, an **operator**, and a **value**. Tickets must match every active condition to appear. You can stack up to 20 conditions at once.

***

## Available fields

| Field               | What it filters on                                    |
| ------------------- | ----------------------------------------------------- |
| **Status**          | The ticket's current lifecycle state                  |
| **Channel**         | Where the ticket originated                           |
| **Assignee**        | The agent the ticket is assigned to                   |
| **Mentions me**     | Tickets where you are @mentioned in an internal note  |
| **Created**         | When the ticket was first created                     |
| **Last message**    | When the most recent message was sent                 |
| **Last message by** | Who sent the most recent message                      |
| **Type**            | Whether the ticket is a regular ticket or a live chat |

***

## Operators by field

The available operators depend on the field.

| Field           | Operators                                   |
| --------------- | ------------------------------------------- |
| Status          | `is any of`, `is none of`                   |
| Channel         | `is any of`, `is none of`                   |
| Assignee        | `is any of`, `is none of`                   |
| Mentions me     | (none)                                      |
| Created         | `in the last`, `before`, `after`, `between` |
| Last message    | `in the last`, `before`, `after`, `between` |
| Last message by | `is`                                        |
| Type            | `is`                                        |

What each operator means:

* **is any of** / **is none of**: pick one or more values; the ticket must match (or not match) any of them.
* **is**: single fixed value (boolean or single-select).
* **in the last**: relative window such as *the last 7 days*, *the last 2 weeks*, or *the last 3 months*. Maximum 365 days.
* **before** / **after**: absolute date threshold.
* **between**: absolute date range with a start and end date.

***

## Values by field

### Status

One or more of:

* **New**: freshly created, not yet picked up
* **On You**: assigned, awaiting agent action
* **On Customer**: agent replied, awaiting customer response
* **On Hold**: paused on an external dependency
* **Closed**: resolved
* **Cancelled**: spam, duplicate, or opened in error

### Channel

One or more of:

* **Widget**: embedded chatbot on your website
* **Email**: email forwarding
* **WhatsApp**
* **Messenger**
* **Instagram**
* **API**: created programmatically

### Assignee

One or more of:

* **Me**: the currently signed-in agent
* **Unassigned**: no agent assigned
* Any specific agent in the workspace

### Mentions me

This filter has no operator or value to configure. It is either present in your filter list or it isn't. When present, the inbox is restricted to tickets where you are @mentioned in an internal note. To turn it off, remove the filter row.

### Created / Last message

Date values, used with one of the date operators above. Relative windows accept a positive integer up to 365 paired with a unit (`days`, `weeks`, or `months`).

### Last message by

One of:

* **Customer**: most recent message came from the customer
* **Agent**: most recent message came from a teammate

### Type

One of:

* **Ticket**: standard support ticket
* **Live chat**: active live chat session

***

## Combining filters

Conditions are combined with **AND**: every condition must match. Stack different fields to slice the inbox precisely. For example:

* *Channel is any of WhatsApp* + *Status is any of New, On You* + *Created in the last 24 hours* → fresh, unresolved WhatsApp tickets from the past day.
* *Assignee is any of Unassigned* + *Last message by is Customer* → tickets waiting for someone to pick them up where the customer spoke last.

To save a combination for reuse, build it as a [saved view](/user-guides/chatbot/help-desk/saved-views) instead of re-applying it each time.