Search, filter, and save conversation views

Use search when you know what you are looking for, filters when you need a specific queue, and saved views when the same combination matters repeatedly.

Search conversations

Open Threads and select the search control. Search for details you remember from the conversation, such as the customer, subject, or message content.

Search can be combined with filters. If a result you expect is missing, clear active filters before changing the search text.

Build a focused queue

Open the filter control and combine the fields that describe the work you need. Available filters include:

• inbox, archived, or spam scope;
• status;
• assignee and team;
• priority;
• label and category;
• channel or inbound address;
• unread conversations;
• your reminders; and
• currently snoozed conversations.

You can also choose the sort order. A small, purposeful filter set is easier to understand than a view with many overlapping conditions.

Examples:

• urgent, unassigned conversations for your team;
• unread email conversations assigned to you;
• conversations with your personal reminders; or
• snoozed conversations that need review.

Save the current filters as a view

1. Set the filters and sort order you want.
2. Select the Saved views bookmark control.
3. Select Save current as view….
4. Enter a specific name and select Save view.

The view stores the current status, assignee, team, priority, and label filters together with the sort order. Open Saved views and select a name to apply it again.

To remove a saved view, open Saved views, point to the view, select its delete control, and confirm. Deleting the view does not change or delete any conversations.

Keep views useful

• Name the outcome, such as Urgent unassigned, rather than the filter mechanics.
• Avoid duplicating a view that already exists for the same workflow.
• Recreate a view if its workspace labels or team structure has changed.
• Use Clear all when you need to return to the default inbox state.