Search, filter, and save conversation views
Find conversations by subject or customer, combine queue filters, and understand what saved views retain.
Updated
Use search to find a known conversation, filters to narrow the queue, and saved views to reuse a supported set of filters. These controls change which conversations you see; they do not change the conversations themselves.
Search by subject or customer
Open Threads and use the search control. Search for part of the subject or the customer's name, email address, or company. The current inbox search does not search the full text of every message.
Search and filters work together. If a result is missing, clear unnecessary filters and try a shorter subject or customer detail. A phrase that appears only inside a reply might not find the conversation.
Choose the queue and filters
Start with Mine, Unassigned, or All. Team membership can affect the scope of unassigned work. Then use the filter control to narrow by available status, assignee/team, priority, label, category, channel, or inbound address options.
Additional controls include unread work, reminders, snoozed work, archived/spam scope, and hiding test threads. The normal inbox excludes currently snoozed, archived, and spam conversations. Use the corresponding scope or filter when looking for them.
Choose the sort order separately. Sorting changes the order of matching results, not whether a conversation matches.
Save a reusable view
- Apply the status, assignee, team, priority, or label filters you want to reuse.
- Choose the sort order.
- Open the Saved views bookmark control.
- Select Save current as view….
- Enter a clear View name, then select Save view.
The save option is disabled when there are no active filters. Save a focused queue, such as high-priority unassigned work, rather than a copy of the default inbox.
The current Threads save flow retains status, assignee, team, priority, labels, and sort order. It does not capture the entire screen: search text, category, channel, inbound address, unread/reminder/snooze flags, archive/spam scope, and the hide-test setting are not saved by this flow.
Reopen and maintain a view
Open Saved views and select its name. Check the active filters after applying it: filters outside the saved set may still be present from your current session. Clear unrelated filters before using the result as a complete work queue.
Do not put confidential customer information in view names or assume a saved view is private to you. Use task-oriented names that remain understandable to the workspace.
To remove a view, use its Delete view control and review the confirmation. This removes the saved configuration, not the matching conversations. If an older view stops matching after labels or teams change, rebuild the intended filters and save a replacement.
Related: conversation ownership and snooze and reminders.
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