A view is a saved filter in the left sidebar, so you can jump straight to the conversations that matter to you. A view doesn't move conversations. A conversation shows in the view while it matches the filters and drops out when it stops matching.
Create a view
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In the left sidebar, click the + icon next to Views
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Enter a Name, for example "Open VIP tickets"
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Click Add filter for each row. A row has a filter, an operator and a value, for example Status / Equal to / Open
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Join the rows with AND or OR
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Leave Share with everyone unticked to keep the view to yourself, or tick it to show the view to every user in your account
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Click Create view
Your new view appears under Views in the sidebar. Each person can have up to 50 views.
Filters you can use
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Status: Open, Resolved, Pending, Hidden or Spam
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Priority: the priority set on the conversation
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Assignee name: the agent the conversation is assigned to. You pick agents by name. There is no "me" value, so a shared view shows the same agent's conversations to everyone
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Inbox name: the inbox the conversation is in. Views filter by inbox, not by channel type
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Team name: the team assigned to the conversation
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Labels: one or more labels on the conversation
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Contact reason
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Conversation identifier: the ticket number
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Created at and Last activity: a fixed date you pick from a calendar. There is no "today" or "last 7 days"
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Hours since created, Hours since last activity, Hours since first reply: a number of hours, for rolling windows like "the last 24 hours"
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Hours waiting for reply: how long the customer has been waiting for a reply from a human agent. Once an agent replies, the conversation no longer matches
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First reply: whether a human agent has replied at all. AI agent and automation messages don't count
Operators
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Equal to / Not equal to: matches or excludes one value
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Is one of / Is not one of: several values in one row, for example two inboxes or three labels
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Is present / Is not present: the field has any value, or is empty. Assignee name Is not present means unassigned. Labels Is not present means no label
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Is newer than / Is older than: for dates
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Greater than / Less than: for the hours filters
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Has reply / No reply: for First reply
How AND and OR combine
AND is worked out before OR, and there are no brackets. So this view:
- Status Equal to Open AND Labels Equal to billing OR Labels Equal to refund
means "open and labelled billing, or anything labelled refund". It also shows resolved refund conversations.
To match several values of the same filter, use one row with Is one of:
- Status Equal to Open AND Labels Is one of billing, refund
The same goes for several inboxes in one view: use one row, Inbox name Is one of.
What a view shows
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Add a Status row. Without one, the view shows Open, Pending and Resolved conversations together.
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Spam is left out, unless the view has Status Equal to Spam.
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Conversations the AI agent is handling are left out. Find those under AI agent in the sidebar.
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Inbox access still applies. A shared view shows each person only the inboxes they can access.
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Sorting is separate. The Sort button at the top of the list is a personal setting and isn't saved with the view.
Sorting the conversation list →
Edit, reorder or delete a view
Click the three dots next to the view:
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Add to favorites: pins the view in a Favorites section above Views
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Edit view: change the filters and click Update view
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Delete view: removes the view. The conversations stay where they are
To reorder views, drag and drop them in the sidebar.
You can edit and delete your own views. Administrators and managers can also edit and delete shared views.
Common problems
My view also shows resolved conversations
The view has no Status row. Click Edit view, add Status Equal to Open and click Update view.
My view with two inboxes is empty
It has two Inbox name Equal to rows joined with AND. Replace them with one row, Inbox name Is one of.
After adding OR, the view shows far too much
The conditions before the OR no longer apply to what comes after it. Use Is one of, or repeat the shared conditions after the OR.
Conversations waiting for AI approval don't show in my view
Views leave out conversations the AI agent is handling. Find them under AI agent → Needs approval in the sidebar.
A colleague sees different conversations in the same shared view
A shared view shows each person only the inboxes they have access to.
Looking for ideas? See the view templates.