Chat filters
You can now create custom filters in the Chats section! This feature is similar to filtering in the Tickets section.
Chat filters are used to organize active conversations into groups — they help structure ongoing chats and make it easier to navigate them.
In the Chats section, only chats related to tickets with “New” and “Open” statuses are displayed, and this logic remains unchanged with the introduction of filters. Status-based filtering (e.g. “Pending” or “Closed”) is not available here — those tickets are accessible in the Tickets list.
Creating chat filters is available only in the new design — the new version can be enabled upon request via support@usedesk.com
Read more about the new chat design and how it differs from the old one in this article.
To create a filter in the “Chats” section, click the “New filter” button in the left block.
Then fill in the required fields and click “Create”.
The created filter will appear on the left, below the dividing line.
To change the order of saved filters, click the lock icon below them.
To edit or delete a saved filter, hover over the filter you need and click the settings icon that appears. Only an agent with administrator rights or an agent with access to editing the filter can delete or edit a saved filter. A deleted filter can't be restored.
To hide the standard filters and keep only your own visible, click the eye icon.
Read more about working with chats in this article.