Overview
The Inbox now has a new way to filter tickets. Filters open in a single modal, organised by category, so you can see every available filter, know which ones are active, and apply them in one step.
- One filter modal: open it from the Inbox to browse all filters by category instead of scrolling a long list.
- Visible selections: filters you choose appear on the right-hand side, so it’s always clear what’s active.
- Apply once, adjust anytime: click Apply to update results all at once, and remove filters directly from the Inbox.
1. Open the new filter modal from Inbox
From the Inbox, click the filter modal.
This opens a new filter paradigm in a modal window.
The purpose is to make filtering more visible and easier to use.
2. Understand the modal layout
The modal is split into two sections:
Left navigation: filter categories
Right panel: filter options for the selected category
This layout helps users browse filters by type instead of searching through a long list.
3. Review the available filter categories
The modal supports multiple filter types, including:
Subject
Contains
Description
Ticket number
Ticket type
Priority
Activity
Last updated
New activity
Users can also filter by:
Topic
Customer type
Language
Grade level
Entry point
Actions
4. Select filters and see what has been applied
As filters are chosen, the modal shows what has been applied on the right-hand side.
This gives users immediate visibility into their current filter setup.
It helps prevent confusion about which criteria are active.
5. Apply filters in one action
After selecting the desired filters, click Apply.
The inbox results update all at once based on the selected criteria.
This makes filtering faster and more efficient than applying filters one by one.
6. Remove filters directly from Inbox
Users can also remove ticket filters directly from the Inbox.
This allows quick cleanup or adjustment without reopening the modal.
It is especially useful when no results are returned and the user wants to refine the search.
7. Use the new paradigm to filter intuitively
The overall goal is to make filtering intuitive and transparent.
Users can:
See all available filters in one modal
Understand which filters are active
Apply changes in one step
Adjust filters quickly if no results appear