Help Desk
Filters
Use filters to narrow the support inbox to the conversations that need attention.
Documentation Index
Fetch the complete documentation index at: /llms.txt
Use this file to discover all available QwryAI pages before exploring further.
Filters reduce inbox noise by showing only the tickets that match the current support task. Use the Filter button for quick ad-hoc filtering while triaging customer conversations.
- Use ad-hoc filters while triaging.
- Clear filters when returning to the full queue.
Available Fields
| Field | Typical values |
|---|---|
| Status | New, On You, On Customer, On Hold, Solved, Cancelled. |
| Channel | Widget, Email, WhatsApp, API, or another connected support channel. |
| Assignee | Me, Unassigned, or a specific workspace agent. |
| Mentions me | Tickets where an internal note mentioned the current agent. |
| Created / Last message | Relative windows such as the last 7 days, absolute before or after dates, or a date range. |
| Last message by | Customer or Agent. |
| Type | Standard ticket or live chat session. |
| Operator | Use it when |
|---|---|
| Is | You need an exact status, channel, assignee, or ticket type. |
| Is not | You want to exclude solved, cancelled, or already-owned work. |
| Before / After | You are reviewing tickets around a launch, incident, or support shift. |
| Between | You need a fixed date range for a weekly or monthly review. |
| Contains | You are searching text-like fields such as customer details or labels. |
Combining Filters
Use multiple conditions when a queue needs a precise definition. For example, combine Unassigned with Last message by Customer to find tickets that need pickup, or combine WhatsApp, New or On You, and Created in the last 24 hours to review fresh unresolved WhatsApp tickets.