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Filters narrow every chart on a Reporting page to the threads you care about, and group-by splits each chart into one series per label, tier, company, or other dimension. Both are encoded in the page URL, so a link to a filtered report opens the same view for anyone in your workspace.

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Filter dimensions

You can filter by these dimensions:
  • Assignee: the thread’s current primary or additional assignee
  • Label: any label on the thread
  • Company: the customer’s company
  • Tenant: the thread’s tenant
  • Tier: the tier of the thread’s company or tenant
  • Priority: Urgent, High, Normal, or Low
  • Group: the customer’s customer groups
  • Channel: the channel of the thread’s first inbound message, such as Email, Slack, Microsoft Teams, Discord, or Chat
  • Thread field: a thread field value, for dropdown and text fields
  • Tenant field: a tenant field value, for dropdown and text fields

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Combine filters with AND, OR, and NOT

Filters sit in groups, and you choose how they combine:
1

Add a filter group

Click Filter and pick a dimension and value. Each new filter from Filter starts a new group.
2

Add filters to a group

Click + on a group to add another filter to it. Set the group to AND to require every filter, or OR to require any of them.
3

Choose how groups combine

Set the top-level join to AND or OR to combine the groups.
Each filter has an operator: Is or Is not for one value, and Is one of or Is none of for several. Is not and Is none of exclude matching threads. For example, “(Label is Bug OR Label is Outage) AND Tier is not Free” shows bug and outage threads from every tier except Free. A filter matches the values a thread has now, not the values it had during the period you’re looking at.

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Group charts by a dimension

Group-by draws one series per value of a dimension. It’s available for these dimensions:
  • Label
  • Tier
  • Group (customer group)
  • Company
  • Priority
  • Assignee
  • Tenant
  • Channel
  • Dropdown thread fields and tenant fields
Charts show the largest groups and pool the rest into Other. You can’t open the threads behind Other. Heatmaps, the survey response chart, and breakdown charts that are already split by a dimension are labeled with the Not grouped badge.

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Pick a timeframe and granularity

Timeframe span up to 3 years, and your plan sets how far back you can go. See Reporting history. Granularity sets the size of each bar or point. It depends on the length of the timeframe:

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What filters don’t do

Insights doesn’t support:
  • Filtering by status. A status filter could only match the status a thread has today, so Insights leaves it out.
  • Comparing a timeframe against the previous period on the same chart.
  • Business hours: every duration counts wall-clock time.
  • Saving a filtered view. Bookmark or share the URL instead.