The pattern: a rule tags, a view filters
A View is a saved, filtered list of tickets that lives in your inbox sidebar, like “Returns,” “VIPs,” or “Needs manager.”
The trick to auto-sorting your inbox is to pair a rule with a view: a rule tags the ticket, and a view filters for that tag.
The rule does the labeling automatically as tickets come in, and the view gathers everything with that label in one place, so nobody has to sort manually.
Step 1: Tag tickets with a rule
Create a rule (Settings → Rules) that adds a tag when a condition is met.
For example: Trigger Message received, Condition Subject line contains “refund,” Action Add tag “Refunds.”
Now every matching ticket is tagged Refunds automatically. (You can also add a tag manually on a single ticket when you need a one-off.) For the full rule builder, see the Automating your Helpdesk with Rules article.
Step 2: Build a view that filters for that tag
In the Support inbox, open the filter toolbar and add a Support ticket tags filter.
Pick the operator (Any of, All of, or None of) and select your tag (for example, “Refunds”).
Click Save as new view, give it a name (for example, “Refunds”), and choose whether it's shared with your team or Only visible to me.
The view shows up in your sidebar, and any ticket the rule tags from now on automatically appears in it. To change it later, adjust the filters and click Update view.
Mix in other filters
A view isn't limited to tags. You can combine filters like Status, Channel (email, chat, SMS, social), Assignee, Team, Customer tags, Created or Closed date, Read or unread, Mentions, and keyword search, so a view can be as broad or as narrow as you need.
Tips
Use consistent tag names in your rules so your views stay clean and predictable.
Group related views into folders in the sidebar to keep things organized.
Keep a view to yourself by checking Only visible to me when you save it.
Pair every “bucket” with a rule so tickets land in the view automatically instead of being sorted by hand.