> For the complete documentation index, see [llms.txt](https://guides.clickatell.com/chat-desk/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://guides.clickatell.com/chat-desk/agent-desk/search-and-filter-chats.md).
# Search, filter, and sort chats & tickets
As an agent, you can quickly and easily find a specific chat that you want to respond to or reference by using the search and/or filter functionalities. This can be applied to live chats, closed chats, or tickets.
## Search chats
1. In the panel on the left, select whether you want to search your live, pending, or closed chats.
2. Click the *search* icon (magnifying glass), as shown below.
3. Type something in the search box and press *Enter* on your keyboard. This will list all the chats matching your search term.
4. To close the search box, click on the *X* icon.
## Filter chats
1. In the panel on the left, select whether you want to filter your ive, pending, or closed chats.
2. Click the *Filter* button.
3. You can use any combination of the filters to narrow down your search:
* *Channel* - Select channel(s) from the drop-down (only those set up in your account are listed).
* *Sentiment* (not available for closed tickets) - Select one or more sentiments from the drop-down (positive, neutral, negative)
* *Flagged chats* - Filter to only see chats that were flagged as being important or requiring follow-up; if not selected, both flagged and unflagged chats are included in the result.
* *Date range* (for Closed chats and Tickets) - Filter to see only chats/tickets that fall within a certain date range.
4. You can remove filters by clicking the *X* icon next to it.
5. Once you've selected filters, click the *Apply Filters* button.
6. The chats resulting from the filter are listed.
## Search & filter tickets
In the *Tickets* tab, select whether you want to search/filter your Unassigned, Assigned, or Closed tickets. You can:
* Search tickets
* Filter on date range
* Filter on channel
* For Closed tickets, you can select to view only those closed by yourself
## Sort live chats
Agents can sort their live chats in one of the following ways:
* *New Customer Activity*: Sorts live chats based on new activity from a customer. I.e., any new message/activity from a customer moves the chat to the top of the list (note: new activities by an agent are not considered for sorting).
* *New Chats*: Sorts live chats based on the time when a chat arrived in Chat Desk. I.e., new chats appear at the top and the oldest chat at the bottom.
