# Filtering tickets

> Use the left-hand views and the priority, category and state filters to turn a long queue into a short worklist.

- Source: https://support.unifunl.io/en/help/support-tickets/filtering-tickets
- Category: Support tickets (`support-tickets`)
- Language: en
- Updated: 2026-08-20

---

A support queue is only useful if you can reduce it to the tickets that are yours, or the ones that are about to become a problem.

![The ticket filters. Here the priority menu is open: Urgent, High, Medium, Low.](https://support.unifunl.io/help/screenshots/24-ticket-filters.png)

## The views and the filters

Two layers work together.

The **views** on the left split the queue by ownership and state:

- **All tickets**
- **Assigned to me**
- **Pending**
- **Resolved**

The **filters** above the list then narrow whichever view you are in, by **priority** (Urgent, High, Medium, Low), by **category**, and by **state**.

## Three filters worth keeping

| Goal | How to get there |
| --- | --- |
| My worklist for today | **Assigned to me**, then filter priority to Urgent and High. |
| What is at risk of escalating | **All tickets**, category **Negative Sentiment** or **Complaint**. |
| What my agent is missing | **All tickets**, category **AI Limitation**. Read these weekly. |

> **Good to know** — the **AI Limitation** filter is the most valuable one in the product. Every ticket in it is a gap in your agent's configuration, described by the agent itself.

## FAQ and troubleshooting

### I cannot find a ticket I know exists

Check which view you are in. **Assigned to me** hides everything owned by a colleague, and **Resolved** is a separate view from the open queue. Switch to **All tickets** and clear the filters.

### Do my filters affect my team?

No. Views and filters are your own display. They change nothing for anyone else and nothing about the tickets.

## What's next?

Tickets often start in a conversation. Here is how the agent decides to hand one over.

[Escalation](https://support.unifunl.io/en/help/inbox/escalation)

## Related articles

- [Tickets list](https://support.unifunl.io/en/help/support-tickets/tickets-list.md): Every customer problem becomes a ticket, categorised automatically — see how the queue is organised and how the team works it.
- [Ticket detail](https://support.unifunl.io/en/help/support-tickets/ticket-detail.md): Read a ticket — status and priority, the description, who owns it, the response metrics, and the link back to the conversation.
- [Filters and sorting](https://support.unifunl.io/en/help/inbox/filters-and-sorting.md): Build your morning queue — show only conversations waiting for a reply, narrow by date, and change the sort order.