Home → Users Manual → Filters → Filters Overview

6.1. Filters Overview

Updated: 3 Sep 2026, 08:31 PM EDT

Filters are custom views of requests. Each filter is a set of conditions that decide which requests appear, plus display settings that control how they are presented. Filters let you organise your work around whatever matters to you — a category, a customer, an SLA, a teammate's queue.



Filters appear in the left navigation of the workspace. A filter you create is visible only to you unless you share it; administrators can create filters visible to everyone.


Alongside your own filters, the left navigation holds up to four built-in system filters: Inbox, My Queue, SPAM and Trash. Which of these you see depends on your permissions — see System Filters.


Staff with the Can view own requests ONLY permission do not get filters at all. They cannot see existing filters and cannot create new ones.

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Creating a Filter →