Find and filter tickets

Search

Type in Search tickets, contacts, content… at the top of the inbox, or press /. As you type, a dropdown lists matching tickets. Each result carries a badge saying what matched: Number, Subject, Requester, Contact, Company, Attachment, Field or Message. Click a result to open that ticket.

Press Enter (or click Show all results for "…") to turn the search into a list filter: the ticket list then shows only matching tickets, and Sort gains a Relevance option. Clear list filter removes it again.

Ticket numbers work with or without their prefix, so 16683, AS-16683 and #16683 all find the same ticket. From anywhere in BlueHill, ⌘K (or Ctrl+K) searches tickets too.

Views

The View dropdown lists the built-in views with a live count beside each one.

View	Shows
Active	Every ticket that is not solved or closed. This is the default.
My open tickets	Active tickets assigned to you.
Watching	Tickets you have chosen to watch, including solved and closed ones.
All	Every ticket, whatever its status.
Overdue	Active tickets that have missed an SLA target.
Due soon	Tickets whose next SLA target falls within the next 24 hours.
Unanswered	Active tickets where the customer is waiting for a first reply.
Needs review	Suggestions from the AI assistant waiting for a teammate to approve them.
Autopilot queue	Automatic replies on hold before they are sent.
Unassigned	Tickets with no assignee.
Follow-ups	Your follow-up reminders, due and overdue.
Drafts	New emails saved but not yet sent.
Spam	Tickets marked as spam.
Trash	Deleted tickets, for administrators.

Needs review and Autopilot queue appear only when the AI assistant is on, and Trash only when your workspace keeps deleted tickets and you are allowed to see them.

Mine sits next to the dropdown. Switch it on to keep only tickets assigned to you in whichever view you are using. If you have shared identities, a pill for each one filters to tickets sent to that identity's mailboxes.

Use the Filters panel

Click Filters. The panel is arranged in three groups: Ticket, People and Dates. Each row shows its current value (Any until you pick something); click a row to choose. The list updates as you go, the footer counts the active filters (No filters when there are none) and offers Clear all and Save as view.

Ticket

Filter	Options
Status	Any of your workspace's statuses, for example New, Open, Pending, On hold, Solved or Closed.
Priority	Low, Medium, High or Urgent.
Assignee	Any teammate, or Unassigned.
Tag	Any tag in use.
Category	Your ticket categories. Shown only once categories exist.
Type, Module, Group	The ticket fields your administrator has set up, each with a Not set option. They are listed even before any choices exist.
SLA	Breached or Unanswered.
Has attachments	Only tickets with files.

People

Filter	Options
Customer	Tickets linked to one or more customer accounts.
Contact	Tickets from one or more contacts.
Brand	Tickets handled under a brand.
Mailbox	Tickets that arrived at a particular address.
Channel	Email, Manual, API, Portal, Widget, Chat, Phone, Voicemail or App.

Dates

Filter	Options
Created	Today, Yesterday, This week, Last week, Last 7 days, This month, Last month, Last 30 days or a custom range.
Updated	A date that is between, is after or is before the dates you pick.

Tip: The inbox remembers your view and filters, so the list looks the same when you come back. Use Clear all filters when it is not showing what you expect.

Sort the list

Sort offers Last updated (the default), Created, Priority, SLA due, Status and, while a search is active, Relevance. Click the direction arrow to switch between ascending and descending.

Saved views

When you have a combination you use often, save it:

1. Set the view, filters and sort you want.
2. Click Save as view in the footer of the Filters panel (or open Views and choose Save view). Give it a name.
3. Pick it from Views whenever you need it. Saved views are listed under My (yours) and Shared (your team's).

A saved view can be marked as your default, which the inbox opens on your first visit of the day. Saved views work the same way in the Ticket list layout, where they appear as tabs.

Act on several tickets at once

1. Tick the checkbox on each ticket (or press x on the highlighted row). Use Select all in the list header to take the whole list.
2. A bar appears showing N selected. Choose an action:

Action	What it does
Assign	Sets the assignee on every selected ticket, or Unassign to clear it.
Status	Sets a status.
Brand	Moves the tickets to another brand. Shown only when you have more than one brand.
Group (or your group field's name)	Sets or clears that ticket field. Greyed out until the field has choices.
Close	Sets the tickets to your closed status.
Merge	Combines the selected tickets into one. See Merge tickets.
Spam	Moves the tickets to the Spam view. Senders are not blocked.
Delete	Moves the tickets to Trash. You can undo straight away, and an administrator can restore them later.

3. Click Clear at the end of the bar (or press Esc) to drop the selection.

In the Trash view the bar offers one action, Restore, which puts the selected tickets back exactly as they were.

Open a ticket from a link

Every ticket has a link of the form /support/acme-inc/BH-85213721: the brand's short name, then the ticket number. Notification emails and the Copy link action use it. Paste it into the address bar to open the ticket in the inbox. If the link points at a ticket you cannot see, the inbox says Ticket not found in this workspace.

Next: Create a ticket or a new email.