Editing and managing filters in Zendesk QA

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

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, clone, and rearrange your filters to customize the order.

This article contains the following topics:

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

Editing filters in Zendesk QA

To edit a filter in Zendesk QA

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

   

5. Edit the name and modify the visibility, and conditions of your filter as needed.
6. 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. Click the Toggle sidebar icon () to display the side menu.
3. Click Public filters or Private filters to display a list of your public or private filters.
4. 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 the Toggle sidebar icon () to display the side menu.
3. Click Public filters or Private filters to display a list of your public or private filters.
4. 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.

Reordering your filters

You can adjust the order of your filters according to your preference.

To rearrange the order of your filters

1. In Quality Assurance, click Conversations in the sidebar.
2. Click the Toggle sidebar icon () to display the side menu.
3. Click Public filters or Private filters to display a list of your public or private filters.
4. To modify the order of your filters, simply click on a filter and rearrange the order by dragging it.