What Are Views?
Views help Service Desk teams organize and prioritize their work efficiently. They allow users to group threads using filters and save customized views, which can be shared with teammates. This enables teams to align their workflows with:- Internal structures (e.g., Pods, Tiers)
- Functional goals (e.g., “Chat-only squads”)
- Other team-specific needs
What Are Insights?
Insights provides real-time reporting and visibility for every View. With Insights, users can:- Monitor trends within specific Views
- Balance workloads across teammates
- Improve operational efficiency with data-driven decisions
How do I create a view?
To create a new view in Inbox:1
Open Inbox
Open Inbox.
2
Go to the Views section
Go to the Views section in the left menu (under “My Drafts” in the Default Tools section).
3
Click the + icon
Click the + icon.
4
Choose at least one filter
Choose at least one filter (e.g., Board = Service Desk).
5
Enter a name for the view
Enter a name for the view.
6
(Optional) Choose an emoji
(Optional) Choose an emoji to represent your view
7
(Optional) Invite members
(Optional) Invite members to access the view
8
Click Save
Click Save.
Display Settings
To further personalize your experience, Thread Inbox offers two display modes:- Inbox is ideal for technicians who need to quickly switch between threads, this traditional “inbox-style” view presents conversations in a familiar format, allowing for fast navigation and response times.
- List is preferred by service team leads or users who manage multiple threads, this structured layout provides an organized list of conversations, making it easier to filter, sort, and jump between threads efficiently.
How to Customize Your Display Settings
You can change your display mode, sorting preferences, or thread state (View All, Active, Done) with the following steps:1
Click into an existing View
Click into an existing View
2
Click the Display button
Click the “Display” button in the top-right corner
3
Customize your settings
Customize your display mode, sorting options, or thread state to fit your preference
Tips & Tricks
Want to enter Beast Mode?- Press “F” on your keyboard to open Filters instantly
- Use Ctrl + F (Windows) Command ⌘ + F (Mac) to quickly search and navigate to tickets
Who can create a View?
Only Admins or the creator of a view can modify its filters or display settings in Edit Mode.Who can access a View?
By default, views are private and only accessible to the creator. You can share a view with others by inviting them.How to Share a View
1
Open the view and click Edit
Open the view and click ••• -> Edit.
2
Open View Members
In the top-right corner, click the participants pill to open View Members.
3
Find and add members
Use the search menu to find and add members.
How to Remove Members from a View
1
Open the view and click Edit
Open the view and click ••• -> Edit.
2
Open View Members
In the top-right corner, click the participants pill to open View Members.
3
Remove the member
Hover over a member, click “Remove”, and then click “Remove” in the confirmation modal.
How do I edit a View?
1
Hover over an existing view
Hover over an existing view in the left-hand navigation
2
Open the menu
Click the three dots (ellipses) to open the menu
3
Choose Edit View
Choose Edit View to modify any of the following
- Filters (applies to all members)
- View name and emoji
4
Click Save
Click Save to apply changes
Who can edit a view?
Only Admins or the creator of a view can modify its filters or display settings in Edit Mode.What Are Insights?
Insights provide a visual representation of threads within a view, enabling you to analyze conversations based on:- Status
- Priority
- Owner
How do I use Insights?
Insights are especially useful for technicians, service team leads, and MSP professionals to quickly assess workload and priorities.1
Open Insights
Open a view and click the graph icon (“Insights”) in the top-right corner
2
Refine your data
Use the Status, Priority, and Owner filters to refine your data
3
Drill into specific threads
Click on elements in the graph to drill deeper into specific threads
4
Zoom back out
Click again to zoom out and see all threads
5
Collapse the view
When finished, click Insights again to collapse the view
How to Manage View Notifications
Notification preferencesare set per technician and do not apply globally across Thread Inbox.
••• menu, hover over Notification Preferences, and select your preferred setting.
1
Open the view menu
Hover over an existing view and click the three dots (ellipses)
2
Choose a notification preference
Select Notification preferences, then choose an option:
- New Threads, Owner, and Mentions → Get notified for new threads, when you’re assigned, or when mentioned
- Owner → Get notifications only for threads where you’re the owner or mentioned
- @ Mentions → Only receive notifications when mentioned
- Off → No notifications
How to Invite Members to a View
1
Open the view menu
Hover over a view and click the three dots (ellipses)
2
Select Manage members
Select Manage members
3
Find and add members
Use the search dropdown to find members and click Add
4
Members gain access
Once added, members gain immediate access to the view
How to Remove Members from a View
1
Open the view menu
Hover over a view and click the three dots (ellipses)
2
Select Manage members
Select Manage members
3
Remove the member
Click Remove next to the member you wish to remove and the member will immediately lose access to the view
How to Delete a View
1
Open the view menu
Hover over a view and click the three dots (ellipses)
2
Select Delete
Select Delete
3
Confirm deletion
A confirmation pop-up will appear. Click Delete to remove the view.