Custom Views

Use custom views to create personalized filters for your personal Keeping inbox.

What are Custom Views?

Custom Views are personalized filters that you can save to your Keeping sidebar for quick, one-click access. If you find yourself repeatedly applying the same combination of filters to find specific tickets, Custom Views let you save that combination and access it instantly.

Each agent can create their own Custom Views, so every team member can organize their sidebar in the way that works best for them.

Good to know: Custom Views are personal to each agent. They are not shared with other team members. Each agent can create and manage their own set of Custom Views.

Creating a Custom View

To create a Custom View, start by applying one or more filters to your ticket list. You can filter by assignment, status, tag, priority, or any combination of these.

Once you have at least one filter selected, a Create custom view link will appear to the right of your active filters.

Click Create custom view to open the naming dialog. Enter a name for your view (up to 20 characters), then click Create to save it.

The Create button will remain disabled until you enter a name for your view.

Creating a Custom View from a Mailbox

You can also create a Custom View while viewing a specific mailbox. When you do this, the mailbox is included as a constraint on the Custom View, so the saved view will always show tickets from that particular mailbox with your chosen filters applied.

For example, if you are viewing your Support mailbox and filter by High priority tickets assigned to Me, saving that as a Custom View will always show high-priority tickets assigned to you in the Support mailbox.

Creating a Custom View from Pending

You can create a Custom View while viewing the Pending primary filter. The pending status will be preserved as part of your Custom View, so you can quickly access pending tickets that match your other filter criteria.

Where Custom Views Appear

Your saved Custom Views are added to the left sidebar, above your mailbox list and below the Assigned label. This gives them prominent placement for quick access.

Click any Custom View in the sidebar to instantly load that filtered list of tickets.

Managing Custom Views

To delete a Custom View you no longer need, hover over the view in the sidebar and click the X icon that appears. This will remove the view from your sidebar. Since Custom Views are personal, removing one will not affect any other agent's views.

Deleting a Custom View cannot be undone. You will need to recreate the view by applying the same filters and saving it again.

Tips for Using Custom Views

• Keep names short and descriptive — You have up to 20 characters, so use clear labels like "My Open High Pri" or "Unassigned Bugs."

• Combine multiple filters — The real power of Custom Views comes from saving multi-filter combinations you use frequently.

• Use mailbox-scoped views — If you manage multiple mailboxes, create views scoped to specific mailboxes to quickly switch between them.