Not sure what views to set up? Here are 15 ready-to-use view templates, from daily triage to team queues. For views based on labels, create the label first, otherwise the filter has nothing to match.
Each template lists its filter rows as they appear in the view builder. A view without a Status row shows open, pending and resolved conversations together, so add Status Equal to Open to any template to see only open work.
1. My pending tickets
Conversations you set to Pending and are waiting on.
- Filters: Assignee name Equal to your own name AND Status Equal to Pending
Keep this view unshared. The assignee row points at one named agent, so a shared copy would show your tickets to everyone.
2. VIP customers
Conversations from your most important customers, whatever their status.
- Filters: Labels Equal to vip
3. Urgent tickets
Conversations flagged as high priority across all teams.
- Filters: Priority Equal to High AND Status Equal to Open
4. Escalated conversations
Tickets that have been escalated and need management attention.
- Filters: Labels Equal to escalated
5. New conversations in the last 24 hours
Everything that came in during the last 24 hours, for a quick daily overview.
- Filters: Hours since created Less than 24
6. Resolved this week
Resolved conversations with activity in the last 7 days. There is no filter on the resolve date, so this is the closest match.
- Filters: Status Equal to Resolved AND Hours since last activity Less than 168
7. Refund and billing requests
All conversations labelled as billing or refund related.
- Filters: Labels Is one of billing, refund request
8. Shipping and delivery issues
A dedicated queue for shipping questions.
- Filters: Labels Equal to shipping
9. WhatsApp conversations
All conversations coming through your WhatsApp inbox.
- Filters: Inbox name Equal to the name of your WhatsApp inbox
Views filter by inbox, not by channel type. If you have several WhatsApp inboxes, use Inbox name Is one of and pick them all.
10. Conversations needing a first reply
Open conversations that no human agent has replied to yet. AI agent and automation messages don't count as a reply.
- Filters: Status Equal to Open AND First reply No reply
To catch customers who have waited too long at any point in a conversation, use Hours waiting for reply Greater than the number of hours you allow.
11. Reopened conversations
Tickets that customers reopened after they were resolved. Often a sign the issue wasn't solved.
- Filters: Labels Equal to reopened
12. New customer conversations
First-time contacts, useful for onboarding or welcome flows.
- Filters: Labels Equal to new-customer
13. Team queue
Conversations assigned to one team, for that team's daily view.
- Filters: Team name Equal to Billing Team AND Status Equal to Open
14. At-risk conversations
Conversations flagged for extra attention.
- Filters: Labels Equal to needs-attention
15. Conversations without a label
Catch-all view for conversations that haven't been categorised yet. Useful for spotting gaps in your labels.
- Filters: Labels Is not present AND Status Equal to Open