Views

A view is a saved filter over your conversations. Views are how you turn "find the conversations I should be working on" into a single click, and they are the main thing that shapes how a support team's day feels.

This page assumes you've read Ticket States — most view filters are expressed in terms of those states.

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What's in your sidebar

Everything in the sidebar is a view, including the ones that came with your workspace. There is nothing hardcoded — every entry can be renamed, re-filtered, moved or deleted.

The starting set

A new workspace is seeded with these:

These are starting points, not fixtures. Most teams edit them within a few weeks — narrowing Human by team, splitting Unassigned by channel, or renaming things to match how they already talk about work.

Two relationships in that table are worth reading carefully:

• Unassigned is a subset of Human, not a parallel queue. Both are filtered to handed-off conversations; Unassigned just adds "and nobody owns it."
• Bot has no status filter, so it holds open and closed conversations together. It shows bot activity, not bot resolutions — a conversation the bot answered and then escalated is still in there. For resolutions, see the Bot resolved pattern below.

How the sidebar is organized

1. Pinned views, flat at the top. Drag to reorder. Pinning and pin order are per-person, so promoting a queue for yourself doesn't change anyone else's sidebar.
2. Organization Views — shared with the whole workspace.
3. One folder per team, holding that team's views. Teams with no views are hidden, and you see only the teams you belong to unless you have permission to view all of them.
4. Personal Views — yours alone.

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Building a view

A custom view is a name, an optional icon, a level, and a set of filters. Every filter you add narrows the result — they combine with AND.

Filters

By default, views exclude spam and exclude external threads. Use the Spam and Type filters when you want them.

Levels and permissions

When you create a view you choose who sees it:

• Personal — only you.
• Team — everyone in a specific team. Only available if your workspace has teams.
• Organization — everyone in the workspace.

Creating or editing team and organization views requires settings permission. Without it you can still create, edit and delete your own personal views — which is usually all an individual agent needs.

Existing views are managed in Settings → Help Desk → Views, reachable from the "Manage views" action on any sidebar section. Note that saving a view replaces its filter set rather than merging, so re-check the filters you didn't touch after an edit.

Icons and pinning

A view can carry an icon, picked from a small curated set, which makes a busy sidebar much faster to scan. Pinning lifts a view out of its folder to the top of the sidebar; pinning and pin order are per-person, so everyone can promote the queues they actually work from without affecting their colleagues.

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Views vs. search

The search panel supports several filters that a saved view cannot store: Rating, Reply Channel, Has Bot Messages, and — where enabled for your bot — Workflows, Variants and Failed Actions. If you need one of those regularly, search is the tool; there is no way to save it as a view today.

Sort order is likewise not part of a view. Sorting (newest or oldest first) and the Open / Closed / Snoozed switcher are per-session controls that sit above the conversation list and apply on top of whichever view you have open.

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External threads

The Type → External filter refers to external threads: a separate email conversation an agent opens with a third party — a supplier, a warehouse, a manufacturer — that stays linked to the customer conversation it came from. You start one with Create external thread in the conversation's action menu.

They are not "grouped messages" and they are not part of the customer's thread. The customer never sees them.

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Patterns worth building

• Awaiting first reply — Status = Open, Handed off = Yes, Agent Messages = 0. Everything the bot passed to your team that nobody has answered. Splitting Human this way is the highest-value change most teams make: it separates "nobody has looked at this" from "someone is on it", which the single Human queue can't tell you.
• In progress — Status = Open, Handed off = Yes, Agent Messages = 1+. The other half of that split.
• Bot resolved — Handed off = No, Status = Closed. What the bot handled end to end, for spot-checking quality. Note this is different from a view of bot activity: a conversation where the bot replied and then handed off is not a bot resolution.
• Returns queue — Tag = returns, Status = Open. Pair with a team-level view so the returns team has one place to work.
• VIP — Tag = vip, Status = Open, often with Priority = High.
• Awaiting customer reply — Status = Open, Customer Response = Unresponded. Good hunting ground for things to snooze or close.
• Stale — Status = Open, Last Message At > 3 days. A cleanup queue.
• Per-language — Language = es as a personal view for a Spanish-speaking agent.
• Migration exclusion — add Imported = No to any view if you migrated history into Octocom and don't want old tickets in your working queues.

If you find yourself applying the same filters by hand more than once, save them as a view.

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Choosing which view to work from

The one rule that prevents your team from colliding with the bot: work from views filtered to Handed off = Yes.

A conversation the bot still owns cannot be replied to or assigned anyway, so a queue that mixes both states will contain rows your agents can't act on. If a view feels like it has "stuck" conversations in it, check whether it has a handoff filter at all — that is usually the answer.