Organize your Inbox with custom views

Save sidebar filters for the conversations that matter most, pin them for quick access, and share them with your team.

Written By Markus from Featurebase

Last updated 2 days ago

Overview

Views are saved filters on the Support Inbox sidebar. Use them to group the conversations you care about – urgent issues, your team's queue, anything tagged with a specific topic – so you can jump to them in one click.

Views are shared across your workspace, so every teammate can pin the ones they want to their own sidebar.

Create a view

  1. In the Inbox sidebar, hover over Views and click the + icon

  2. At the bottom of the popover, click New view

  3. Pick an icon and give your view a clear, descriptive name – other teammates will see it too

  4. Add the filters that define which conversations the view should show

  5. Click Create view

Your new view is pinned to your sidebar automatically. Other teammates can pin it from the same + popover whenever they want.

Note: View names must be unique inside your workspace. If a teammate already has a view with that name, you'll be asked to pick a different one.

Build your filters

What you can filter by:

  • Conversation – Status, Assignee, Team, Has priority, Tags, Channel, Brand, Mentioned teammate

  • AI – AI agent involved, AI agent state (Active, Handed off to human, Resolved)

  • Ticket – Ticket type, Ticket state, Ticket category

  • Activity – SLA due, Last activity, Created, Waiting since

  • Custom attributes – any conversation data attribute configured for your workspace

Each filter is a rule like Status is “Open” or Tag is “Bug report”. You can combine multiple rules into a group, and combine multiple groups together using AND or OR to express more nuanced criteria.

For example, a "Needs attention" view might show all conversations where:

  • Status is “Open”, and

  • Either Has priority is “True”, OR SLA due is in the “next hour”, OR Waiting since is more than “60 minutes ago”.

The hover card on a pinned view shows a summary of its filter, so you can verify at a glance what's included.

Tip: A view supports up to 15 filter rules. If you need more, split it into a few smaller views – they're faster to scan and easier to maintain.

What you can filter by

  • Conversation – Status, Assignee, Team, Has priority, Tags, Channel, Brand, Mentioned teammate

  • AI – AI agent involved, AI agent state (Active, Handed off to human, Resolved)

  • Ticket – Ticket type, Ticket state, Ticket category

  • Activity – SLA due, Last activity, Created, Waiting since

  • Custom attributes – any conversation data attribute configured for your workspace

Managing views

Edit or delete a view

To edit or delete any view:

  1. Hover over any view in your sidebar to open its hover card.

  2. Click the pencil icon to edit the name, icon, or filters, or delete the view

  3. To delete the view, click Delete view in the bottom-left corner

Note: Deleting a view removes it from every teammate's sidebar, not just yours. If you only want to hide it from your own sidebar, unpin it instead.

Pick which views show on your sidebar

Every teammate picks their own selection of views:

  1. Hover over the Views category and click the + icon

  2. Browse or search the full list of workspace views

  3. Click the pin icon on any view to pin or unpin it from your sidebar

The same popover has a + New view entry at the bottom if you want to create one from scratch.

Reorder views and sidebar sections

Drag and drop pinned views inside the Views section to reorder them. You can also reorder the four sidebar sections – Views, Team inboxes, AI Agent, and Teammates – by dragging their headers.

Your pinned views and their order are saved to your account, so they follow you across browsers and devices. The order of the four sections is saved in your browser, so switching browsers resets that part to the default.

How views interact with assignment

Views are read-only filters. A conversation showing up in your "High priority" view doesn't reassign it or change its state – it just changes what's visible in your sideb

ar. Conversations stay in the inbox of the teammate or team they're assigned to.

That also means the same conversation can appear in several places at once: a teammate's personal inbox, the team inbox, and any view whose filter matches it.

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