Saved views

Saved views are filtered, named lists of Tickets your team can return to in one click. They turn ad-hoc filters into reusable inboxes — for example, "VIP customers — unresolved", "Refund requests this week", or "Shopee Tickets waiting on the customer".

How saved views work

• Saved views are shared across your organisation. Anyone on your team can open any saved view from All saved views in the sidebar. There's no per-user privacy.

• Pinning is personal. Pin the views you use most to your sidebar under Pinned by me — your pins only affect your own view.

This split — shared content, personal pinning — means your ops lead can curate the views your team needs, while each agent decides which ones live in their sidebar.

Create a saved view

1. In the inbox, apply the filters you want. You can combine any of:

   • Channel

   • Status (Open, Snoozed, Closed, Spam)

   • Assignee

   • Team

   • Labels

   • Ticket field values

   • Date range

   • Search keywords

2. Click Save view at the top of the filtered list.

3. Give the view a name and click Save.

The view appears in All saved views for everyone in your organisation.

Pin a view

Hover over a saved view in the sidebar and click the pin icon. The view appears in Pinned by me at the top of your sidebar. Click the pin icon again to unpin.

Edit or delete a saved view

Hover over the view in the sidebar and click the ⋯ menu to rename, edit filters, or delete it.

Deleting a saved view removes it for everyone in your organisation, not just you. If you only want it off your sidebar, unpin it instead.

Examples of useful saved views

• VIP customers — unresolved — filter by VIP label + status Open. Lets your team prioritise high-value customers.

• Aged Tickets — filter by status Open + last message older than 24 hours. Catches Tickets falling through the cracks.

• Refund requests — filter by Enquiry Type = Refund. One-click view of every active refund.

• Shopee — needs reply — filter by channel Shopee + last message from customer. Keeps marketplace SLAs on track.

• My team's Tickets — filter by Team = your team. Useful for team leads.