Views & Insights in Thread Inbox

Updated by Bryan Chapman

Views help Service Desk teams organize and prioritize work. Users can group threads using filters and share their saved views with teammates, helping teams organize work around internal structures (e.g., Pods, Tiers), functional goals (e.g., "Chat-only squads"), or other slices. Views update in real-time, making it easy for technicians to access, respond to, and close threads quickly. Views are the main interface for Thread Inbox.

Insights delivers real-time reporting visibility to your Service Desk for every View. Insights lets users aggregate and visualize threads in a view so you can spot trends, load balance teammates, and improve your operations.

How do I create a view?

To create a new view in Inbox:

  1. Open Inbox.
  2. Go to the Views section in the left menu (under “My Drafts” in the Default Tools section).
  3. Click the + icon.

Once you’re in the New View creation flow:

  1. Choose at least one filter (e.g., Board = Service Desk).
  2. Enter a name for the view.
  3. (Optional) Choose an emoji to represent your view
  4. (Optional) Invite members to access the view
  5. Click Save.

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:

  1. Click into an existing View
  2. Click the "Display" button in the top-right corner
  3. Customize your display mode, sorting options, or thread state to fit your preference

Can users change filters or organize content differently than the original view?

Yes! Users can apply "Personal Settings" to adjust filters and display settings without affecting others.

Once a view is created, all members with access to that view can:

✅ Slice, filter, and sort data to their preference

✅ Modify display settings to fit their preference

These preferences persist across sessions, meaning:

  • Sub-filters only apply to you and do not affect other members
  • Your preferences remain intact even if you log out.

This ensures a customized and consistent experience whenever you return to Thread Inbox.

To apply Personal Settings:

[visual screenshot]

  1. Click Filter in the filter menu and select your desired filters or values.
  2. Click Display to adjust the layout or other display options.

Personal settings are saved for each user and remain when they navigate or return to Inbox.

To revert to the default view, click Clear in the filter menu.

Admins and view creators can also update the view to include personal settings by selecting Save... -> Save to Existing Views.

How do views work?

Views are designed to automatically update based on the filters you've set. If the conditions you’ve defined for the view no longer apply to a thread, that thread will be removed from the view.

For example, let's say you create a "Triage" view with a filter for "Owner is blank". This view will display all unassigned tickets ready for dispatch. However, once a thread in that view is assigned an owner, it no longer matches the filter criteria and will be removed from the view.

In other words, Views are dynamic—always changing, ensuring that only the threads that meet the current filter conditions are displayed.

What is the logic behind filters?

View creators and Admins set up views by selecting filters (e.g., Board) and filter values (e.g., Board = Service Desk), which query threads matching those criteria.

  • When selecting multiple filter values for the same filter, an OR logic is applied (e.g., Priority = High OR Priority = Medium).
  • Each filter added to a view applies AND logic (e.g., Board = Service Desk AND Status = Open).

Personal filters are added to the base filters in Edit Mode and are treated as AND logic.

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.

To share a view:

  1. Open the view and click ••• -> Edit.
  2. In the top-right corner, click the participants pill to open View Members.
  3. Use the search menu to find and add members.

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

Views members can also be removed:

  1. Open the view and click ••• > Edit.
  2. In the top-right corner, click the participants pill to open View Members.
  3. Hover over a member, click “Remove”, and then click “Remove” in the confirmation modal.

How do I edit a View?

Changes to parent-level filters will affect all members in the view.
  1. Hover over an existing view in the left-hand navigation
  2. Click the three dots (ellipses) to open the menu
  3. Choose Edit View to modify any of the following
    1. Filters (applies to all members)
    2. View name and emoji
  4. Click Save to apply changes

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.

  1. Open a view and click the graph icon ("Insights") in the top-right corner
  2. Use the Status, Priority, and Owner filters to refine your data
  3. Click on elements in the graph to drill deeper into specific threads
  4. Click again to zoom out and see all threads
  5. When finished, click Insights again to collapse the view

How to Manage View Notifications

📢 Notification preferences are set per technician and do not apply globally across Thread Inbox.

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.

  1. Hover over an existing view and click the three dots (ellipses)
  2. 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

Learn more here: Managing Your Inbox Notifications.

How to Invite Members to a View

  1. Hover over a view and click the three dots (ellipses)
  2. Select Manage members
  3. Use the search dropdown to find members and click Add
  4. Once added, members gain immediate access to the view

How to Remove Members from a View

  1. Hover over a view and click the three dots (ellipses)
  2. Select Manage members
  3. 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

Once deleted, a view cannot be recovered.
  1. Hover over a view and click the three dots (ellipses)
  2. Select Delete
  3. A confirmation pop-up will appear. Click Delete to remove the view.

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