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Filter the support inbox

Narrow the internal support inbox by combining text search, status and ticket type before opening a specific case.

In this article

Use this guide when the internal support team needs to reduce the ticket list before reviewing a case. The inbox allows searching by title or description and combining that search with status and type filters.

Filters apply immediately. The screen shows the filtered total, the resulting cards and the status and type badges; if there are no matches, it shows the corresponding empty state.

Before you start

  • Authenticated session in the internal app.
  • System permission `user-reports:manage`.
  • Existing support tickets if you want to show an inbox with results; without matches, the screen shows the empty state.

Instructions

  1. 1.

    Open Manage tickets

    From the user menu, open Manage tickets, or enter `/support-requests` directly. The entry only appears with `user-reports:manage`; without permission, the direct screen shows the missing permissions notice.

  2. 2.

    Search by title or description

    Type the text in Search by title or description. The screen trims leading and trailing whitespace and applies no text search if the field is left empty.

  3. 3.

    Filter by status

    Select a status other than All statuses to limit the list to `open`, `in_progress`, `resolved` or `closed`. The change updates the inbox with no apply button.

  4. 4.

    Filter by type

    Select a type other than All types to see only `bug`, `improvement` or `other` tickets. The type is combined with the selected search and status.

  5. 5.

    Review the filtered list

    Check the total, the ticket cards, the badges and the organisation or location context. If there is no explicit `reportId`, the screen selects the first available result.

Validations and limits

  • The inbox lists tickets from all users, not only from the authenticated user.
  • The search applies to `title` or `description`.
  • All statuses and All types do not send `status` or `type`.
  • The backend trims `query`, `status` and `type`; `status` and `type` are normalised to lower case.
  • Results are ordered by `created_at DESC, id DESC`.
  • The screen requests `page: 1` and `page_size: 50`, with no visible pagination controls.
  • There are no filters by reporter, organisation, location, date, attachments or last activity, and filters are not persisted in the URL.

Expected result

The support lead sees a narrowed inbox with the filtered total, the matching tickets and their type and status labels. If the combination returns no tickets, the screen confirms that there are no matches.

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