The search box above your ticket list combines free text with structured filter chips for type, priority, and agent — so you can narrow a busy queue down to exactly the tickets you’re looking for.
Free-text search
- Click into the search box (placeholder: “Filter by subject or customer · #type #priority · @agent”).
- Type any text to filter by subject or customer name/email. The list updates as you type, and the ticket count above it updates to match.
Filter chips (# and @)
- Type # to open an autocomplete of Type and Priority filters (for example #High, or one of your own type names). Type @ to open an autocomplete of agents.
- Use the arrow keys and Enter to pick an entry, or Escape to close the menu without picking one.
- Picking an entry adds it as a removable chip inside the search box and clears what you typed for it.
- Combine several chips — say, one type, one priority, and one agent — with free text at the same time. All conditions must match.
- Click a chip’s × to remove just that filter. Click the × at the end of the whole search box to clear everything, text and chips, at once.
Filter with one click, from the list itself
On any ticket row, click its Type chip, Priority chip, or Assignee/Unassigned chip to add that exact value as a search token — no typing required.
The other toggles
Above the list, three more toggles narrow things down independently of search: Now/Later (which open tickets need attention vs. are waiting), Open/Closed, and All/Mine (every ticket vs. only ones assigned to you). See “Ticket statuses explained” and “Organize your queue with Now and Later.”
Keyboard shortcuts
- Cmd+F (Mac) or Ctrl+F (elsewhere) jumps straight to the search box from anywhere in the list.
- ↑ / ↓ move the highlighted ticket; Enter opens the highlighted one.
- Escape clears the current search text and chips — or, if an autocomplete menu is open, closes just that menu first.
A note on very large queues
The list only searches tickets already loaded into your current window, which grows automatically as you scroll or arrow to the bottom. On a very large queue, adding a #type, #priority, or @agent chip narrows the underlying server query itself, and is more reliable than free text alone for finding something far down the list.