Save useful inbox views
Store focused conversation filters so recurring queues are one click away.
The TopSoft4U billing team reviews urgent invoice questions every morning. Instead of choosing the same status, priority and text filters each day, save that combination once. Saved Searches lets the team return to the queue with one click, without changing the underlying conversations.
Review the saved views
Open Saved Searches to see each view and its active filters. Selecting a saved search opens Conversations with those filters applied. Choose names your team will recognize, such as Urgent billing or Unassigned. You can save a view filtered to Email after connecting a support mailbox.
Create a focused search
Choose New Saved Search. Add a name, then combine only the filters needed for the queue: text, status, priority, operator, channel, sort order, date range, or tags. Leaving a field empty means that field does not restrict the results.
Check the filter combination
Check what the filters will actually include. For the billing example, combine Open, Urgent, and the word invoice. Leave the operator filter empty if you also need to see unassigned work. A date range from last month would silently hide today's new cases.
Combine filters without losing work
The conditions in one saved search narrow the results together. A TopSoft4U Urgent billing view can require Open, Urgent, and the word invoice. If it returns too few threads, remove one restriction and check which condition excludes the cases you expected. Date ranges are easy to overlook. Choosing a particular operator also removes unassigned work, so a shared triage view should not be bound to one person.
Channels in saved searches reflect the providers available in the actual inbox. Email can be an inbox filter once a mailbox is connected. Allegro is not yet selectable. Their content scopes in Rules and Knowledge serve another purpose.
If the team changes its triage process, edit the saved view instead of creating a nearly identical copy. Remove old views after telling teammates which one replaced them. That keeps the menu useful when someone starts a new shift.
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