Creating custom filters to find conversations to review

Create custom filters to quickly find specific conversations for review based on your criteria. Customize filters by setting visibility, date range, and conditions like review status and churn risk. Add, edit, or delete filters to streamline your process and focus on important conversations. Use the "Turn into assignment" option to convert filters into tasks for efficient management.






Location: Zendesk QA > Conversations

Your Zendesk QA account comes with a set of predefined filters to help you navigate through your
conversations. However, you can also create custom filters to meet your specific needs.
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.
You can add as many filters as needed. You can also edit, delete, clone, and rearrange your filters to customize the
order. For a comprehensive list of filters and their functions see Understanding conversation filter types in Zendesk QA.

To create a new custom filter
In Quality assurance, click
Conversations in the sidebar.
Next to Public filters or Private filters, click the plus icon ( ) to create a new filter.
Enter a Filter name, for example “Incorrect solution”.
Choose whether the filter should be accessible to everyone in your account or only to
you by setting its visibility to either Public or Private.

Public filters are visible to all users, except Workspace agents.


(Optional) Select a Date. For new filters, the default condition is set to
display conversations that were initially created within the last 30 days.
Turn on Show all conditions to display all available filters. You can either use
the search box to find the filter type you want to create or scroll through the list until
you locate it. For example, look for the “Solution offered” category. Under Conversation,
click the Solution offered filter and select the negative scoring option.

Click Apply filter.
(Optional) Add additional filter conditions to display only the conversations you want
to review. For example, set "Review status" to "not reviewed" and "Churn risk" to
"detected."

Note: Only conversations that match all the conditions you set will display as a result
of your filter.

For each filter type, use the dropdown menus and checkboxes to set the
filter criteria, then click Apply Filter. You can see how many conversations were
found after applying each filter next to Conversations found in the bottom left
corner of the dialog box.

Click Create filter.

Tip: Click Turn into assignment instead of
Create filter to create a new assignment. The assignment is automatically
added to your Tasks list.

Your new “Incorrect solution” filter is added to the Filters
section displaying all conversations created in the last 30 days that have not yet been
reviewed, where a negative score was assigned in the Solution offered category, and where the Churn risk spotlight insight was
detected.