What are Views and Insights?

Updated by Bryan Chapman

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.

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.

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.
  4. Choose at least one filter (e.g., Board = Service Desk).
  5. Enter a name for the view.
  6. (Optional) Choose an emoji to represent your view
  7. (Optional) Invite members to access the view
  8. 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

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
  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.

How to Remove Members from a View
  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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