Ticket Views & Filters

Organize your ticket queue with powerful filtering and custom views. Find exactly what you need, when you need it.

Quick Filters

The filter bar appears above your ticket list. Use it for rapid filtering.

Status Filter

Click a status badge to toggle it on/off. Multiple statuses can be active.

Priority Filter

Assignee Filter

• Me: Only tickets assigned to you
• Unassigned: Tickets without an owner
• Specific agent: Select from dropdown
• Any: All tickets regardless of assignment

Tag Filter

Select one or more tags to filter. Tags are configured per organization.

Common tag examples:

• billing, refund, shipping
• bug, feature-request
• VIP, enterprise
• escalated, waiting-on-vendor

Channel Filter

Filter by how the ticket was created:

• Email
• Widget
• SMS
• Slack
• WhatsApp
• Manual

Date Range Filter

Filter by creation or update date:

• Today
• Yesterday
• Last 7 days
• Last 30 days
• Custom range: Pick specific dates

Search

Use the search box for text-based filtering.

Basic Search

Just type keywords:

password reset

Searches ticket subjects and descriptions.

Search Operators

Combining Searches

Combine operators with spaces (AND logic):

status:open priority:urgent tag:billing

Use quotes for phrases:

"password reset" status:open

Date Syntax

Sorting

Change how tickets are ordered:

Click the sort dropdown or column headers to change.

Default Views

Relay includes pre-built views:

My Tickets

Tickets assigned to you, open and pending.

Unassigned

Open tickets without an assignee.

All Open

All open tickets across the team.

Urgent

All urgent priority tickets.

Recent

Tickets created in the last 24 hours.

On Hold

Tickets in pending status.

Creating Saved Views

Save your filter combinations for quick access.

Creating a View

1. Apply your desired filters
2. Click Save View (or Cmd/Ctrl + S)
3. Enter a name for your view
4. Choose visibility:
   • Private: Only you can see
   • Shared: Visible to all team members
5. Click Save

Examples of Useful Views

High Priority Open

status:open priority:urgent,high

My Pending Tickets

assignee:me status:pending

Billing Issues This Week

tag:billing created:>7d status:open

Unassigned from Email

assignee:unassigned channel:email status:open

Escalated Tickets

tag:escalated status:open

Managing Saved Views

Editing a View

1. Navigate to the view
2. Make filter changes
3. Click Update View

Deleting a View

1. Hover over the view in the sidebar
2. Click the ... menu
3. Select Delete

Reordering Views

Drag and drop views in the sidebar to reorder them.

View Layout Options

Smart Inbox (Kanban)

Three-column layout:

• Triaged | Active | On Hold

Best for: Visual workflow, drag-and-drop

List View

Traditional ticket list with preview pane.

Best for: Quick scanning, keyboard navigation

Table View

Spreadsheet-like layout with sortable columns.

Best for: Data analysis, bulk operations

Toggle between layouts using the view switcher in the top right.

Tips for Effective Filtering

1. Start broad, then narrow: Begin with status, then add more filters

2. Save frequently used filters: Don't recreate the same filters daily

3. Use keyboard shortcuts: F to focus filter bar

4. Combine with sorting: Filter + sort for powerful organization

5. Clear filters when stuck: Click "Clear all" to start fresh

6. Share team views: Create shared views for common team workflows

Troubleshooting

"No tickets found"

• Check your filters aren't too restrictive
• Clear all filters and try again
• Verify tickets exist with that criteria

"View not saving"

• Ensure you've applied filters before saving
• Check you have permission (agents can save private only)
• Try refreshing and saving again

"Saved view shows different results"

• View filters are applied in addition to any current filters
• Click the view name to reset to saved filters only

← Creating Tickets | Saved Views →