> ## Documentation Index
> Fetch the complete documentation index at: https://docs.armin.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Views and filters

> Create saved inbox views for teams, channels, tags, and ticket fields.

Views are saved inbox filters. They decide which tickets appear for a team, brand, shop, language, channel, or process.

## 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.

| Pattern | Best for                               | Avoid when                               |
| ------- | -------------------------------------- | ---------------------------------------- |
| Channel | Generalist teams, language routing     | Specialists with time-critical topics    |
| Topic   | Specialist teams, time-critical queues | Generalists, or analysis-only setups     |
| Agent   | Clear per-ticket ownership             | Teams that share work loosely            |
| Status  | Small volume, simple setups            | Backlog grows faster than agents resolve |

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](/dashboard/intro) for reporting. Keep the inbox lean so tickets do not hide in unused folders.

## Build reliable views

<Steps>
  <Step title="Start with the owner">
    Decide who should use the view: a team, brand, language, channel, or process.
  </Step>

  <Step title="Choose the most stable filters">
    Prefer filters that stay true for the life of the ticket, such as channel, tag, team, or ticket field.
  </Step>

  <Step title="Keep the status explicit">
    Most operational views should include `Open` and `On hold`, then exclude `Resolved` and `Closed`.
  </Step>

  <Step title="Save and test">
    Open a few known tickets and confirm they appear or disappear as expected.
  </Step>
</Steps>

## 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

Ask Torben can list views, inspect a ticket, and propose view changes. Saving a changed view still requires your approval.

## Reply from search

When you open a ticket from inbox search, the split-view preview includes the full reply composer. You can read the conversation, send a reply, add an internal note, or forward without opening the ticket in the main inbox.

The customer info panel starts collapsed in search preview so the conversation stays in focus. Expand it when you need contact details, tags, or ticket fields.

After a reply changes ticket status from search preview, search results refresh automatically.