Within Teamwork Desk you can create a new Smart Inbox which allows you to filter tickets based on certain conditions to the smart inbox.

Note: You might have to expand the Smart Inboxes section to see the button, if it has been hidden - just use the arrow to the right of the heading to do that.

The first step is to name your inbox, add a description (optional) and choose if the smart inbox will be shared with all Desk users:

Just click on the 'Next Step' when ready.

You will now need to choose the conditions that control which tickets will be included in your Smart Inbox.

You can add multiple conditions in the top section where you want the tickets to be included if any of them are matched, or in the second section if you want them all to be matched. Just use the plus icon on the right to add each one.

You can build your condition by choosing from a list of information types:

Depending on the type of information, your condition might be based on whether some content matches in different ways, including:

  • Is equal to
  • Is not equal to
  • Contains
  • Does not contain
  • Starts with
  • Ends with
  • Matches regex pattern
  • Is
  • Has an attachment
  • Does not have an attachment
Once you've set up all of the conditions that you'd like your Smart Inbox tickets to match, you can choose how to group them by selecting an option from the 'group by' menu:

When you click on the 'Next Step' button, you'll see a count of how many tickets currently match your criteria, and you can use the 'Preview tickets' link to see a list of them.

If everything looks OK, click the green Save Smart Inbox button, and you'll see all of the tickets in your new Smart Inbox.

You'll see under the Smart Inbox name that there are individual sections for the information you chose to group by, and you click each of these to filter your results further.

You can now interact with tickets in your Smart Inbox just like the original inboxes, and it will continue to update with new tickets that fit your conditions

For more information see: Editing or deleting a Smart Inbox