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6.13. Filter Best Practices

Updated: 3 Sep 2026, 10:01 PM EDT

Use descriptive names. "Billing — Unassigned — Urgent" tells you what it holds. Avoid "My Filter" and "Test".
Use folders once you have more than a handful. Group by team, workflow or SLA tier. Remember folders are one level and collapsed by default.
Prefix shared filters consistently — "Global: …" or "[Team]: …" — so people can tell shared from personal at a glance.
Don't set both a folder and Display above Inbox on the same filter. The folder is ignored.

Build up gradually and use Run Filter after each change, so it is clear which condition caused a surprise. The preview shows 10 rows unless you tick Show all results first.
Remember elapsed-time conditions are in minutes. The most common filter-building mistake is entering hours.
Plan around the single grouping level before you start. If your rule needs two levels, either flatten it (see Example: Escalation Dashboard) or split it into several filters (see Example: SLA Compliance Across Tiers).
Prefer relative dates for ongoing filters, fixed dates for one-off investigations.
Watch filter breadth. A filter with few conditions that matches a large share of requests is slow to run and slow to load.
Use Never Cache sparingly — only where a live count genuinely matters.

Everyone filters are for organisation-wide standards. Only administrators can create them.
Permission group filters for team queues — but note a non-administrator can only share with their own group.
Specific people for temporary collaboration, like sharing a troubleshooting view during an incident.

Set your most-used filter as your landing view: open it and choose Make Default Workspace from the Options menu above the grid. It is not in your user preferences.
Use Display Above Inbox for two or three filters at most. Everything at the top means nothing is.
Keyboard shortcuts need switching on first — the preference is off by default. There are seventeen keys to choose from: the number keys 4 5 6 7 8 9 0 and the punctuation keys - = [ ] \ ; ' , . /. No letters are available, so mnemonics are out. Assign them in the order you use the filters: top filter 4, next 5, and so on.

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