Use views to organise tickets

Views are saved filters. The default views cover the basics, and shared views let your team build its own, such as "Refunds this week" or "VIP customers". Each view shows a live count.

Before you start

• Who can do this: agents, admins and owners create and edit views; owners and admins delete views and sections and choose default views.
• Plan: all plans.
• Time: a minute per view.

Step by step

1. In the views rail, press the + next to Shared views ("Create a view or section") and choose Create view.
2. Type a Name, for example "🔥 Urgent refunds". The hint says shared views appear for everyone on the team.
3. Set the filters:
   • Status and Channel (Email, Chat);
   • Assignee: Anyone, The person viewing (me), Unassigned or a person;
   • Team: Any team, No team or a team;
   • Priority: Critical, High, Normal, Low;
   • Has tags with Any of these or All of these, and Hide tickets tagged;
   • Unread only.
4. Watch Matches n tickets right now update as you go.
5. Pick a Section or No section.
6. Press Create view. A message confirms View created.

What happens next

The view appears under Shared views for everyone, with its count. Its ⋯ menu lets you edit it (Save view), move it into a section or delete it.

Sections

Choose Create section from the same + menu to group views, for example "Returns team". Rename it from its ⋯ menu. Deleting a section moves its views back to Shared views; nothing else changes.

Default views

Admins open the options on Default views ("Show these views") to choose which built-in views show for everyone. "Visible to everyone in the workspace."

Tips

• Start names with an emoji to make views easy to scan.
• Build a view per team, filtered by Team, so each group has its own queue.
• Use Hide tickets tagged to keep automated or newsletter tickets out of busy views.
• When the views rail is hidden, the view switcher above the ticket list has Find a view… to search views by name.

Troubleshooting

"Give the view a name"

The name is empty.

"Give the section a name"

The section name is empty.

"Only owners and admins can change this for the whole team"

Deleting views or sections, and choosing default views, needs an owner or admin.

"No views yet. Use ⋯ → Create view here."

There are no shared views. Create the first one.