# Inbox Filters Explained

Filters are powerful tools that automatically sort your customer interactions
based on specific criteria, helping you organize and prioritize your messages.
This guide will walk you through the filters that are available in the Inbox.




STATUS FILTER

Every ticket has 3 status options. It can be Open, In progress or Closed.




ASSIGNEE FILTER

Every ticket can be assigned to a specific team member. You can filter tickets
by the assigned team member
[https://support.help.center/article/1043-how-to-manage-my-team], providing a
clear overview of each person's current workload.




SOURCE FILTER

The Source Filter categorizes the origin of a ticket. Tickets originating from
direct emails are grouped under Email. Tickets submitted through the Contact Us
form on your public knowledge base are classified as Knowledge Base. Tickets
originating from AI Ask in Help.center widget are labeled as AI Chatbot.




REPLIED BY

Every enquiry can be replied by either the human agents in your team, or by the
AI email, AI chat and AI search functions.




FEEDBACK FOR AI

You can filter tickets by whether the customer has classified a particular
interaction as helpful or unhelpful.




TAGS

Every ticket can have tags based on specific keywords or labels. You can select
a specific Tag to see every ticket that Tag has been applied on.


DISCUSSED WITH

Every ticket has a Discuss tab
[https://support.help.center/article/1053-discuss-a-ticket-with-your-team-members]
where you can tag specific team members to directly involve them in the
conversation. By using the Discussed with filter, you can easily view all
tickets where a specific team member participated in the conversation.


DATE FILTER

This filter allows you to narrow down your inbox to view tickets from a specific
time range. This is especially useful when you need to focus on recent activity
or find conversations from a particular period.




INCLUDE SPAM

This filter helps you identify tickets that may have been flagged as spam but
are still relevant. By including spam emails in your view, you can review them
to ensure nothing important was mistakenly marked as spam.