Sometimes you want a list of everything that still needs a nudge, but not the tickets parked On Hold. The inbox's Status pills let you pick any combination of statuses at once.
Pick several statuses
- Open the Inbox.
- In the Status row, click Open.
- Click Customer responded.
- Click Pending.
The list now shows tickets in any of those three statuses. Each pill shows how many tickets it holds, and the counts follow your desk filter.
- Click a pill again to take it out of the selection.
- Click the × next to Status to clear all the pills in one go.
- Any other filters you've set (desk, assignee, tag, priority, type) still apply on top.
You can combine any of the five statuses: Open, Customer responded, Pending, On Hold and Closed.
How the Active, Done and All tabs behave
While you have Status pills picked, they decide which tickets show, and the tab highlight follows them:
- Only unresolved statuses (such as Open + Customer responded + Pending) highlights Active.
- Only Closed highlights Done.
- A mix, such as Pending + Closed, highlights All.
Clicking a tab clears your Status pills and shows that tab's full list.
Keeping the selection
- Save view (top right of the inbox) keeps your whole status selection, along with your other filters. Name it, for example "Still moving", and it appears under Saved views in the sidebar.
- Your status choice is also kept in the page's web address, so you can bookmark the page or send the link to a teammate.
Handy combinations
- Open + Customer responded: everything waiting on your team.
- Open + Customer responded + Pending: everything still moving, without tickets parked on hold.
- Pending + On Hold: tickets waiting on someone else, to check nothing's been forgotten.
For more on what each status means, see Understanding ticket statuses. For the rest of the inbox's filters, see Your inbox: filters, views, and search.