Saved views, tag filters & bulk actions
Updated August 8, 2026
What these tools do
Three additions to the Helpdesk ticket list make working a busy queue faster: a tag filter in the sidebar, saved views that remember a combination of filters under a name, and bulk actions for updating several tickets at once.
Filtering by tag
A Tags section appears in the left sidebar of the Helpdesk whenever your tenant has any tags configured (under Settings). Click a tag chip to add it to the filter; click it again to remove it. Multiple tags can be active at once — tickets matching any of the selected tags are shown.
Saved views
A saved view captures your current combination of filters — status, priority, group, category, tags, search text, and sort order — under a name you choose, so you can jump back to it later without rebuilding it by hand.
- Click the bookmark icon next to Views in the sidebar to open the saved views menu.
- Click Save current filters as view…, give it a name, and save.
- Personal views are visible only to you. Any agent can create one.
- Shared views are visible to your whole team. Only an Owner or Admin can create or edit a shared view — check the Shared with everyone box when saving to make one.
- Click any view in the menu to apply it immediately. Hover a view you own (or, for shared views, if you're an Owner/Admin) to reveal a delete button.
Bulk actions
Select multiple tickets in the list to update them all at once, instead of opening and editing each one individually.
- Check the box on the left of any ticket row to select it, or use the Select all on this page checkbox above the list to select every ticket currently shown.
- Once at least one ticket is selected, a bar appears with dropdowns to set status, assign to an agent (or unassign), move to group (or remove from group), and add tag.
- Choosing an option from any dropdown applies it to every selected ticket immediately.
- Selection is scoped to the tickets currently loaded on the page — changing a filter, the sort order, or the page automatically clears the selection.
- If an update fails for one or more of the selected tickets, the others still go through, and a notification reports how many failed.
Searching by message content
The search box in the ticket list now also matches text inside the conversation itself, not just the subject line or the customer's name and email. If a customer mentioned something specific in a message, searching for that text will find the ticket even if it isn't in the subject.
Scope
All of the above apply to the native Helpdesk only — Live Chat (widget) and Email tickets.