Desk

Get cases to the right agents

You’ve probably seen the “folders” on the left-hand side of your Desk.com Agent Desktop. These are Filters – dynamic searches that display cases in your Desk.com system based on conditions you specify – and they are a great way to organize work for individuals, teams, or your entire company in Desk.com. What are these Filters, and how do they work?

What is a filter?

Filters are configurable searches that show you some of the cases in your Desk.com system – they’re like the folders in your universal inbox. Filters can be used to group and manage cases in a queue or cases that match certain conditions. Some examples you might define in a filter include cases from a channel (like email), cases assigned to a particular group (like the Supervisor group), or cases having reached a particular condition (high priority cases that are older than 24 hours).

You can use simple conditions – like the existence of a keyword in the title of a case – or more complex ideas like “ALL” or “ANY” boolean conditions to limit the display of cases.

Desk.com uses “ALL” conditions – conditions that must be true for a filter to display a case – and “ANY” conditions – which work like a logical “OR” – to combine a number of possible conditions for displaying a case.

Let’s try it.

In this example, we’ll create a filter in Desk.com to display cases with a particular word in the title – “password”.

Go to Admin → Case Management → Filters → Add Filter

You’ll see a dialog like the one below once you add your filter. Enter the word “password” into the Keyword filed to match those cases having a subject line that includes “password.”

You’ve created a filter to limit the display by the keyword “password.” Now, enable this filter and decide whether you want to make it available to all users, to yourself only, or to a particular user group within Desk.com.

Your filter in action

When you submit a case having the keyword “password” in the title, perhaps “I need to reset my password,” your filter will automatically update and show you the cases that match that smart search.

Adding an additional condition to our filter to show Cases with a status less than Pending will show only New, Open, and Pending cases that match our filter condition, creating a usable view that will empty as we resolve cases. Here’s the sample filter in action:

What you can do next

This article demonstrated a very simple filter example. You can use Filters in conjunction with other features in Desk.com – like custom field and label values – to create powerful and efficient management tools in Desk.com. Filters are part of your Administrative toolbox to make Desk.com Agents more efficient and effective. Read more about filters in our Content Library, let us know your favorite filters, or ask us any filter questions at Support.Desk.com - thanks!

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