What views can filter
Views can filter tickets by:- status
- assignee
- channel
- tags
- priority
- sentiment
- custom ticket fields
- created or updated time
- combined AND/OR filter groups
Inbox structure
Pick a base pattern that matches how your team works, then keep status somewhere in every operational view.
Always keep status in the mix. A topic split without status usually becomes unreadable.
Do not build inbox structure for analytics alone. Use tags and the dashboard for reporting. Keep the inbox lean so tickets do not hide in unused folders.
Build reliable views
1
Start with the owner
Decide who should use the view: a team, brand, language, channel, or process.
2
Choose the most stable filters
Prefer filters that stay true for the life of the ticket, such as channel, tag, team, or ticket field.
3
Keep the status explicit
Most operational views should include
Open and On hold, then exclude Resolved and Closed.4
Save and test
Open a few known tickets and confirm they appear or disappear as expected.
Missing ticket checklist
If a ticket is missing from a view, check:- whether the ticket status matches the view
- whether the channel is included
- whether the required tag or ticket field is set
- whether an AND filter group is too restrictive
- whether a subview overwrote the parent filters