Not sure what views to set up? Here are 15 ready-to-use view templates covering common workflows — from daily triage to team performance tracking. For views based on labels, make sure you've created the corresponding label first, otherwise the filter won't have anything to match against.
1. My pending tickets
Conversations you're waiting on (snoozed/pending) that need to be revisited.
- Filters: Assignee = Me, Status = Pending
2. VIP customers
Conversations from your most important customers, regardless of status.
- Filters: Label = "vip"
3. Urgent tickets
Conversations flagged as high priority across all teams.
- Filters: Priority = High, Status = Open
4. Escalated conversations
Tickets that have been escalated and need management attention.
- Filters: Label = "escalated"
5. Today's new conversations
All conversations that came in today, useful for a quick daily overview.
- Filters: Created at = Today
6. Resolved this week
A look back at everything your team closed in the last 7 days.
- Filters: Status = Resolved, Resolved at = Last 7 days
7. Refund and billing requests
All conversations tagged as billing or refund related.
- Filters: Label = "billing" OR Label = "refund request"
8. Shipping and delivery issues
A dedicated queue for shipping-related questions.
- Filters: Label = "shipping"
9. WhatsApp conversations
All conversations coming through your WhatsApp inbox.
- Filters: Inbox = WhatsApp
10. Conversations needing reply (no agent response yet)
Conversations where the customer's last message hasn't been answered.
- Filters: Status = Open, Last message type = Incoming
11. Reopened conversations
Tickets that customers reopened after being marked resolved — often a sign of unresolved issues.
- Filters: Label = "reopened"
12. New customer conversations
First-time contacts, useful for onboarding or welcome flows.
- Filters: Label = "new-customer"
13. Team-specific queue
A queue showing only conversations assigned to a specific team (e.g. Billing Team), for that team's daily view.
- Filters: Team = Billing Team, Status = Open
14. Negative sentiment / at-risk conversations
Conversations flagged for needing extra attention due to negative customer sentiment.
- Filters: Label = "needs-attention"
15. Conversations without a label
Catch-all view for conversations that haven't been categorized yet — useful for spotting gaps in your labeling automations.
- Filters: Label = None, Status = Open