What is a view?
A view is a saved filter for your inbox. It shows only the conversations that match the rules you choose, so your team focuses on the right work instead of scrolling through everything. Think of it as a smart, always up-to-date list, like "Open conversations assigned to me."
Built-in, default views
All: every conversation.
Assigned: conversations assigned to you.
Mentions: where a teammate mentioned you.
Drafts: where you have a saved, unsent draft.
Creating your own view
In Support, apply the filters you want (status, channel, assignee, tags, or customer).
Save the filter as a view and give it a name.
Choose who sees it: Private (only you) or Team (everyone on support).
What you can filter on: status (open, closed, snoozed, in progress), assignee, tags, channel (email, chat, SMS, social), and customer. Combine filters to make a view broad or narrow.
Folders
A folder groups related views together in the sidebar so the list stays tidy.
Click New folder and name it.
Select the views to include (mix default and custom views).
Choose Private or Team, then Save.
Tips
Start with a few team views everyone uses, then let agents add private views.
Name views by the action they drive, like "Needs first reply."
Use folders once you have more than a handful of views.