Sorting and Filtering Cases

Introduction

There are a variety of ways in which you can sort and filter the messages in your inbox to enable you to get to the appropriate message you want.

All Open Cases will filter your Inbox to all open Cases (active or inactive)
All Active Cases will filter your Inbox to Cases that have been activated/opted-on
Unanswered Opt-Ins will filter your Inbox to opted-in Cases where you have not responded to the opt-in ("Yes").
Waiting on Opt-In will filter your Inbox to all Cases that have yet to be activated/opted-in
Mentions will filter your Inbox to all Cases that you have been mentioned in a Note
- This will only be visible if your organization has Notes turned on*

To sort your Inbox click the "sort by" dropdown

Default will sort your inbox by Cases that Need Attention or require action
Newest First will sort your inbox by Cases with the newest inbound or outbound message
Oldest First will sort your inbox by Cases with the oldest inbound or outbound message

In the All tab, you can filter cases based on assignment. The following options are available

By default, All operators will be selected - this means that all cases in your instance will be listed
Unassigned cases - You can select unassigned under operators to see a list of unassigned cases.
Operators: You can search / select one or more operators whose cases you want to see within Hi Marley.
Groups: You can search / select one or more groups whose cases you want to see within Hi Marley. This will pull up cases of all operators who belong to the selected groups.