> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Views and Insights in Thread Inbox

> Create filtered Views to organize Service Desk threads by pod, tier, or function, share them with teammates, and use Insights for real-time workload reporting.

### **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**

Views update in real-time, ensuring technicians can quickly access, respond to, and resolve threads. The **Thread Inbox** is powered by these Views, making them the core tool for managing daily tasks.

<Frame>
  <img src="https://mintcdn.com/thread/juCyEL4f0qmxDa7M/images/2c96e650-Create%2520View.gif?fit=max&auto=format&n=juCyEL4f0qmxDa7M&q=85&s=2d1c3b30368daec895ed96829cfa06f1" alt="Creating a filtered View in Thread Inbox" width="1860" height="1080" data-path="images/2c96e650-Create%20View.gif" />
</Frame>

### **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

By leveraging Views and Insights together, Service Desk teams can streamline their workflows, improve response times, and optimize service delivery.

<Frame>
  <img src="https://mintcdn.com/thread/juCyEL4f0qmxDa7M/images/0ead49a9-image.png?fit=max&auto=format&n=juCyEL4f0qmxDa7M&q=85&s=b40c9a439705b496fcb157528fbf9fd5" alt="Insights reporting panel for a View" width="1860" height="1080" data-path="images/0ead49a9-image.png" />
</Frame>

### **How do I create a view?**

To create a new view in Inbox:

<Steps>
  <Step title="Open Inbox">
    Open Inbox.
  </Step>

  <Step title="Go to the Views section">
    Go to the Views section in the left menu (under “My Drafts” in the Default Tools section).
  </Step>

  <Step title="Click the + icon">
    Click the + icon.
  </Step>

  <Step title="Choose at least one filter">
    Choose at least one filter (e.g., Board = Service Desk).
  </Step>

  <Step title="Enter a name for the view">
    Enter a name for the view.
  </Step>

  <Step title="(Optional) Choose an emoji">
    (Optional) Choose an emoji to represent your view
  </Step>

  <Step title="(Optional) Invite members">
    (Optional) Invite members to access the view
  </Step>

  <Step title="Click Save">
    Click **Save**.
  </Step>
</Steps>

Once saved, you can invite additional members, add sub-filters (viewable only to you), change display settings, sort threads, and explore Insights

### **Display Settings**

To further personalize your experience, Thread Inbox offers two display modes:

1. **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.
2. **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:

<Steps>
  <Step title="Click into an existing View">
    Click into an existing **View**
  </Step>

  <Step title="Click the Display button">
    Click the "Display" button in the top-right corner
  </Step>

  <Step title="Customize your settings">
    Customize your display mode, sorting options, or thread state to fit your preference
  </Step>
</Steps>

### **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.

| Admins                                    | Members                                   |
| ----------------------------------------- | ----------------------------------------- |
| Can create new views from scratch         | Cannot create new views from scratch      |
| Can modify existing views                 | Cannot modify existing views              |
| Can save filtered views as a new view     | Cannot save filtered views as a new view  |
| Can apply sub-filters to an existing view | Can apply sub-filters to an existing view |

### **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**

<Steps>
  <Step title="Open the view and click Edit">
    Open the view and click ••• -> **Edit**.
  </Step>

  <Step title="Open View Members">
    In the top-right corner, click the participants pill to open **View Members**.
  </Step>

  <Step title="Find and add members">
    Use the search menu to find and add members.
  </Step>
</Steps>

You can also see who has access by clicking the Participants pill in View Mode.

#### **How to Remove Members from a View**

<Steps>
  <Step title="Open the view and click Edit">
    Open the view and click ••• -> **Edit**.
  </Step>

  <Step title="Open View Members">
    In the top-right corner, click the participants pill to open **View Members**.
  </Step>

  <Step title="Remove the member">
    Hover over a member, click “Remove”, and then click “Remove” in the confirmation modal.
  </Step>
</Steps>

### **How do I edit a View?**

<Warning>
  Changes to parent-level filters will affect all members in the view.
</Warning>

<Steps>
  <Step title="Hover over an existing view">
    Hover over an existing view in the left-hand navigation
  </Step>

  <Step title="Open the menu">
    Click the three dots (ellipses) to open the menu
  </Step>

  <Step title="Choose Edit View">
    Choose Edit View to modify any of the following

    1. Filters (applies to all members)
    2. View name and emoji
  </Step>

  <Step title="Click Save">
    Click **Save** to apply changes
  </Step>
</Steps>

Any changes to the filters or display settings will update the view for all users with access.

### **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

With Insights, you can drill down into data dynamically, allowing for more efficient thread management and analysis.

### **How do I use Insights?**

Insights are especially useful for technicians, service team leads, and MSP professionals to quickly assess workload and priorities.

<Steps>
  <Step title="Open Insights">
    Open a view and click the graph icon ("Insights") in the top-right corner
  </Step>

  <Step title="Refine your data">
    Use the Status, Priority, and Owner filters to refine your data
  </Step>

  <Step title="Drill into specific threads">
    Click on elements in the graph to drill deeper into specific threads
  </Step>

  <Step title="Zoom back out">
    Click again to zoom out and see all threads
  </Step>

  <Step title="Collapse the view">
    When finished, click Insights again to collapse the view
  </Step>
</Steps>

### **How to Manage View Notifications**

<Note>
  Notification preferences

  are set per technician and do not apply globally across Thread Inbox.
</Note>

Inbox users receive notifications for threads in their Views and can customize them to fit their needs.

To adjust notifications for a View, click the `•••` menu, hover over **Notification Preferences**, and select your preferred setting.

<Steps>
  <Step title="Open the view menu">
    Hover over an existing view and click the three dots (ellipses)
  </Step>

  <Step title="Choose a notification preference">
    Select **Notification preferences**, then choose an option:

    1. **New Threads, Owner, and Mentions** → Get notified for new threads, when you're assigned, or when mentioned
    2. **Owner** → Get notifications only for threads where you're the owner or mentioned
    3. **@ Mentions** → Only receive notifications when mentioned
    4. **Off** → No notifications
  </Step>
</Steps>

Learn more here: [Managing Your Inbox Notifications](/notifications/managing-your-inbox-notifications).

### **How to Invite Members to a View**

<Steps>
  <Step title="Open the view menu">
    Hover over a view and click the three dots (ellipses)
  </Step>

  <Step title="Select Manage members">
    Select **Manage members**
  </Step>

  <Step title="Find and add members">
    Use the search dropdown to find members and click **Add**
  </Step>

  <Step title="Members gain access">
    Once added, members gain immediate access to the view
  </Step>
</Steps>

### **How to Remove Members from a View**

<Steps>
  <Step title="Open the view menu">
    Hover over a view and click the three dots (ellipses)
  </Step>

  <Step title="Select Manage members">
    Select **Manage members**
  </Step>

  <Step title="Remove the member">
    Click **Remove** next to the member you wish to remove and the member will immediately lose access to the view
  </Step>
</Steps>

### **How to Delete a View**

<Warning>
  Once deleted, a view cannot be recovered.
</Warning>

<Steps>
  <Step title="Open the view menu">
    Hover over a view and click the three dots (ellipses)
  </Step>

  <Step title="Select Delete">
    Select **Delete**
  </Step>

  <Step title="Confirm deletion">
    A confirmation pop-up will appear. Click **Delete** to remove the view.
  </Step>
</Steps>


## Related topics

- [Inbox Viewer: Navigating Views and Threads](/inbox/1-the-channel-viewer.md)
- [Thread Control Panel: Contact, Time Pad, and AI Insights](/inbox/4-the-control-panel.md)
- [Thread Quick Setup Guide: Workspace, PSA, and Inbox](/get-started/quick-setup-guide.md)