A view is a saved inbox configuration that controls which tickets show up and how the list looks. Each view bundles together:Documentation Index
Fetch the complete documentation index at: https://chatbase.co/docs/llms.txt
Use this file to discover all available pages before exploring further.
- A set of conditions built from the available filters (field + operator + value), combined with AND. Up to 20 per view.
- A sort order that determines how matching tickets are ordered.
- A list of visible columns and their order.
- A visibility setting (Personal or Shared) that decides who can see the view.
System views
Five views are built in. They cannot be edited or deleted.| View | Shows |
|---|---|
| Inbox | Tickets assigned to you that are not Closed or Cancelled |
| Mentions | Tickets where you are mentioned |
| All | All tickets that are not Closed or Cancelled |
| Unassigned | Open tickets with no assignee |
| Solved | Closed and Cancelled tickets |
Create a view
Name the view
Enter a short, descriptive name (up to 100 characters). Examples: High priority, VIP customers, Email backlog.
Choose visibility
Pick Personal to keep the view to yourself, or Shared to make it available to every agent in the workspace. The visibility selector only appears if you have permission to create both kinds; otherwise the view defaults to whichever kind you can create.
Add conditions
On the Conditions tab, click Add condition to add a rule. Each condition is a field, an operator, and a value (for example, Channel is any of WhatsApp). See Filters for the full list of fields, operators, and values. You can stack up to 20 conditions per view; tickets must match every condition to appear.
Pick a sort order
Use the Sort by dropdown to choose how matching tickets are ordered. Defaults to Last activity (newest).
Choose columns
Switch to the Columns tab. Toggle the checkbox next to a column to show or hide it, and drag the handle to reorder. At least one column must stay visible.
Available columns
A view can show any of these columns, in any order:- Status
- Ticket ID
- Requester
- Ticket details
- Assignee
- Created at
- Last updated
Sort options
The Sort by dropdown offers:- Last activity (newest)
- Last activity (oldest)
- Ticket # (high to low)
- Ticket # (low to high)
- Status (A to Z)
- Status (Z to A)
- Created (newest)
- Created (oldest)
Edit, favorite, or delete a view
- Edit: hover the view in the sidebar and pick Edit from the menu. You can change the name, visibility, conditions, sort order, and columns at any time.
- Favorite: click the bookmark icon next to a view to favorite it. Favorited views pin to the top of the sidebar.
- Delete: open the same menu and pick Delete. Confirm in the dialog.
You can edit or delete personal views you created yourself. Shared views can be edited or deleted by anyone with the Manage shared views permission. If you don’t see the edit or delete options on a view, you don’t have permission to change it.
Sidebar layout
Each section (Shared views, My views) shows the first 5 views by default; click Show more to expand. Within each section, views are ordered by:- Favorited views first
- Then most recently used
- Then alphabetical
Personal vs Shared
Personal views appear only in your sidebar under My views. Shared views appear in every agent’s sidebar under Shared views. Switch a view’s visibility at any time by editing it.
Tips
Build narrow views for triage
Stack conditions to surface the exact slice of work you care about.Example:
Channel is WhatsApp + Assignee is Unassigned + Created in the last 24 hours.Pair conditions with a sort
Sort matching tickets so the most urgent ones come first.Example:
Status is any of New, On You sorted by Created (oldest) puts the oldest open tickets at the top.Keep shared views generic
Shared views are seen by every agent. Use them for workflows that apply to the whole team.
Use personal views for yourself
Personal views are perfect for your own triage workflow or experiments that don’t belong in everyone’s sidebar.