---
title: "Filter the queue and bookmark the view"
description: "Narrow the conversation queue down to your share of the work with channel, tab, status and order, then bookmark the URL so the same view opens next time."
updated: "2026-08-28"
audience: [agent, administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/hop-thu/loc-va-hang-doi"
---

A busy workspace has a few hundred open conversations. This page brings the
queue down to the part you have to work, and keeps that view for next time.

## Goal [#goal]

The queue shows the group of conversations you want to see, in the order you
want, and reopens in that exact state from a bookmark.

## Before you begin [#before-you-begin]

* An agent or administrator account signed in to the console.
* At least one channel already feeding the workspace — see [Create your first channel](/en/bat-dau/tao-kenh-dau-tien).
* Every role can filter and read the queue. Writing needs the per-feature permission, described in [Roles and per-feature permissions](/en/khai-niem/vai-tro-va-quyen).

## Steps [#steps]

1. Open **Conversations** in the left column, then **All**. That is the whole
   queue, narrowed to no channel yet.
2. Open the **By channel** group underneath and pick a channel. The address bar
   gains `?channel=<INBOX_ID>`, and the channel name drops off the individual rows
   because the navigation already carries it.
3. Pick one of the three tabs: **Mine**, **Unassigned**, **All**. The number beside
   each tab counts the rows currently in the list.

   ![The queue column narrowed to a demo channel: the Conversations heading with an Open status badge, the Mine, Unassigned and All tabs, and two demo conversation rows below](https://helpdesk-docs.svr1.feedapp.click/images/docs/hop-thu/loc-va-hang-doi/03-hang-doi-theo-kenh.en.webp)

   *The queue after a channel and a tab have been chosen.*
4. Click the status badge next to the heading to move between **Open**,
   **Resolved** and **All**. The queue starts on **Open**, so a conversation you
   resolve leaves the list.
5. Click the **Sort** icon and choose an order: **Newest activity**, **Customer
   waiting longest** or **Unread first**. The server applies it, so it holds when
   you scroll for more rows.
6. For a narrower condition, click **Filter**, build each rule with **Add filter**
   and press **Apply**. Rules are available for status, assignee, customer,
   priority, tags and channel.
7. Bookmark the current URL. Channel, status and order live in the address, so
   reopening it returns the queue to this view.

> **A custom filter is not saved:** Channel, status and order live in the URL. The rules inside **Filter** do not:
> reload the page, or open the console on another machine, and they are gone. The
> console has nowhere to name a set of rules for reuse. Press **Clear all** in the
> filter panel to return to the plain queue.

## Verify [#verify]

The address bar carries what you chose, for example
`?channel=<INBOX_ID>&status=all&sort=waiting`. Open that URL in a new tab: the
queue comes up already narrowed, with nothing to pick again. The count beside
the active tab matches the number of rows listed under it.

## Troubleshooting [#troubleshooting]

| Symptom                                                      | Cause                                                                                                | What to do                                                           |
| ------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------- |
| The status badge reads **From filter** and offers no options | The custom filter carries a status rule, and the server no longer reads the other parameter          | Remove the status rule inside **Filter** and the badge works again   |
| The queue is empty after picking a channel                   | That channel has no conversation in the status you are viewing                                       | Switch the badge to **All** to include resolved ones                 |
| A conversation you answered drops to the bottom              | The order is **Customer waiting longest**, which counts from the last message the customer could see | Switch back to **Newest activity** to follow recent movement instead |
| A bookmarked URL comes back without the filter rules         | Rules inside **Filter** are not part of the address                                                  | Rebuild the rules, or express a durable view with channel and status |

## Next steps [#next-steps]

* [Assign an owner and teams](/en/hop-thu/phan-cong)
* [Archive a conversation and mute it](/en/hop-thu/luu-tru-va-tat-thong-bao)
* [Shared inboxes and channels](/en/khai-niem/inbox-va-kenh)