Search, filter, and sort chats & tickets
As an agent, you can quickly and easily find a specific chat that you want to respond to or reference by using the search and/or filter functionalities. This can be applied to live chats, closed chats, or tickets.
- 1.In the panel on the left, select whether you want to search your live, pending, or closed chats.
- 2.Click the search icon (magnifying glass), as shown below.
- 3.Type something in the search box and press Enter on your keyboard. This will list all the chats matching your search term.
- 4.To close the search box, click on the X icon.
- 1.In the panel on the left, select whether you want to filter your ive, pending, or closed chats.
- 2.Click the Filter button.
- 3.You can use any combination of the filters to narrow down your search:
- Channel - Select channel(s) from the drop-down (only those set up in your account are listed).
- Sentiment (not available for closed tickets) - Select one or more sentiments from the drop-down (positive, neutral, negative)
- Flagged chats - Filter to only see chats that were flagged as being important or requiring follow-up; if not selected, both flagged and unflagged chats are included in the result.
- Date range (for Closed chats and Tickets) - Filter to see only chats/tickets that fall within a certain date range.
- 4.You can remove filters by clicking the X icon next to it.
- 5.Once you've selected filters, click the Apply Filters button.
- 6.The chats resulting from the filter are listed.
In the Tickets tab, select whether you want to search/filter your Unassigned, Assigned, or Closed tickets. You can:
- Search tickets
- Filter on date range
- Filter on channel
- For Closed tickets, you can select to view only those closed by yourself
Agents can sort their live chats in one of the following ways:
- New Customer Activity: Sorts live chats based on new activity from a customer. I.e., any new message/activity from a customer moves the chat to the top of the list (note: new activities by an agent are not considered for sorting).
- New Chats: Sorts live chats based on the time when a chat arrived in Chat Desk. I.e., new chats appear at the top and the oldest chat at the bottom.
Last modified 1mo ago