---
schema_version: "1"
id: 3c6117e871e35f42e8405c1d3cc9c8082d5888a0b96ab9fc18d90eaaf2216f60
title: Search and Sort in Omni-Channel Inbox
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_search_sort_rep.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_search_sort_rep.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 04c307a7c625a80ae3df7c1d74b4b6582351cb0901b54b81ae916bf082d0f801
description: To efficiently prioritize and manage work items in Omni-Channel inbox, you can search and sort them according to your preference.
products:
  - Service Cloud
release: "264"
---
# Search and Sort in Omni-Channel Inbox

To efficiently prioritize and manage work items in Omni-Channel inbox, you can search and sort them according to your preference.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d82087e55">User Permissions
            Needed</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d82087e55 ">To access Omni Inbox in the Salesforce Mobile app:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d82087e55 ">Messaging Agent</td>

        </tr>
      </tbody>
    </table>

Search: Use the search menu at the top of the inbox to find specific work items. While you're using the search menu, newly assigned work items that need your action will appear as notifications in a collapsible field. If your search query matches any of the new work items, they'll be included in the search results.

Sort: Use the sort function in the search menu to organize work items.

- Alphabetical Order: sort alphabetically.
- Created Time: sort based on the time work items were created.
- Last Update Time: sort work items based on the most recent activity. Last updated time changes when a work item is accepted, when it is paused and when it is resumed.
- Routing Priority: sort from highest priority to highest secondary priority to oldest requested date.

![The Search field and Sort menu in Omni-Inbox](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_search_sort.png)