Editing and managing filters in Zendesk QA

Custom filters in Zendesk QA allow you to quickly locate specific conversations for review based on your chosen criteria. By setting up these filters, you streamline your review process and ensure that you focus on the conversations that matter most. For a comprehensive list of filters and their functions seeUnderstanding conversation filter types in Zendesk QA.

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Quality Assurance (QA) or Workforce Engagement Management (WEM)

Summary: ◀▼

You can create, edit, duplicate, and delete custom filters to quickly find specific conversations for review based on your criteria. Adjust filter names, visibility, and conditions to focus on relevant conversations. Duplicated filters are saved as private, and you can convert filters into assignments for task management. Managing filters helps streamline your conversation review process and prioritize important interactions.

Location: Zendesk QA > Conversations

Custom filters in Zendesk QA allow you to quickly locate specific conversations for review based on your chosen criteria. By setting up these filters, you streamline your review process and ensure that you focus on the conversations that matter most. For a comprehensive list of filters and their functions see Understanding conversation filter types in Zendesk QA.

Besides adding new filters, you can also edit, delete, and clone your filters to customize the order.

This article contains the following topics:

• Editing filters in Zendesk QA
• Duplicating custom filters
• Deleting custom filters

Editing filters in Zendesk QA

To edit a filter in Zendesk QA

1. In Quality assurance, click Conversations in the sidebar.
2. Click Public filters or Private filters to display a list of your public or private filters.
3. Next to the filter you want to change, click the options menu () and select Edit.

   

4. Edit the name and modify the visibility, and conditions of your filter as needed.
5. Click Save changes.
   Click Turn into assignment to create a copy of this filter as a new assignment. The new assignment is automatically added to your Tasks list.

Duplicating custom filters

To duplicate a custom filter

1. In Quality assurance, click Conversations in the sidebar.
2. In the sidebar, click Public filters or Private filters to display a list of your public or private filters.
3. Next to the filter you want to clone, click the options menu () and select Duplicate.

   A copy of your filter is automatically added to your Private filters list.

Deleting custom filters

To delete a custom filter

1. In Quality assurance, click Conversations in the sidebar.
2. Click Public filters or Private filters to display a list of your filters.
3. Next to the filter you want to delete, click the options menu () and select Delete.

   The filter is deleted and removed from your list of filters.