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Team Collaboration5 min readUpdated January 2026

Shared Views & Filters

Views are saved filter combinations that help you quickly find specific tickets. Create personal views for your workflow or share them with your team.

Understanding Views

A view is a saved set of filters that displays tickets matching specific criteria.

Personal Views

Only visible to you. Create as many as you need for your own workflow.

Shared Views

Visible to your team or the entire organization. Created by admins.

Creating a View

  1. 1

    Set Your Filters

    In the Tickets page, use the filter bar to define your criteria

  2. 2

    Click "Save View"

    Found in the filter bar or the ⋮ menu

  3. 3

    Name and Configure

    NameDescriptive name for the view
    VisibilityPersonal, Team, or Organization
    ColumnsWhich columns to display
    SortDefault sort order

Available Filters

StatusOpen, Pending, Resolved, Closed
PriorityLow, Medium, High, Urgent
AssigneeMe, Unassigned, Specific agent
TeamAny team in your org
TagsInclude or exclude specific tags
ChannelEmail, Chat, Phone, etc.
Created DateToday, This week, Date range
SLA StatusOn track, At risk, Breached

Useful View Examples

🔥 SLA At Risk

Tickets approaching SLA breach in the next hour

Status: Open | SLA: At Risk

📥 My Open Tickets

All tickets assigned to you that need action

Assignee: Me | Status: Open, Pending

⏳ Waiting on Customer

Pending tickets awaiting customer response

Status: Pending | Updated: > 3 days ago

🆕 Unassigned Queue

New tickets that need to be claimed

Assignee: None | Status: Open | Sort: Oldest first

⌨️ Quick Access

Your views appear in the left sidebar under "Views". Drag and drop to reorder them. Star your most-used views to pin them at the top.

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