For V3 we’ve added a few new filter features that we think will be very useful, especially for help desk managers. Let’s jump in:
It’s common in HelpSpot to use global filters to create new custom Inboxes. Many times in those scenarios the custom Inboxes become the primary mechanism for accessing new requests. In the current version these Inboxes are kept in the global filter folder below the search box. V3 provides a new option to force a filter to the top of the left Workspace navigation giving these filters the prominence they deserve.
One of our most requested features is to have more flexibility in filter permissions. While having just global and personal is simple it makes creating filters for groups of people which are less than everyone impossible.
V3 remedies that with our new permission structure. Create a filter for everyone (global), just yourself, for others in a permission group (permission groups are new to V3 as well, more on them another time), or for a selected group of people. So now if you have a sub group of the support department that needs to work together a filter can be created for that without that filter clogging up everyone’s filter navigation.
This image is more a tease I must admit, but in V3 there’s the concept of filter views. The default is the grid which is what you’re all familiar with. However, there’s a new type in V3. I know this new view is one we’ll be using extensively ourselves and I believe will save significant time and help provide greater insight for help desk managers. We can’t take the covers off this just yet, but it will be featured prominently in our beta information when that’s available.
We had this question come in on the forum so I thought I’d add it to this post as well. There’s a new option in the assigned to, opened by, updated by conditions to make the condition relative to the currently logged in user. This way filters can be created for other users which are properly relative to the logged in user as opposed to one specific person as is currently the case.