Help Desk custom views allow you to define a set of filters, including conversation attributes, and then show all conversations that match those filters in real time. Quickly switch between views and keep an eye on urgent issues, your direct reports, or whichever conversations you consider most important.
You can also easily add views to custom folders to keep your Help Desk organized just the way you want it.
How to create a custom view on the Help Desk
While accessing 
Help Desk, click on the 3 dots next to VIEWS in your sidebar, then click Add views > Create view.
Note:
You must have Can manage views permission to create new views.
If you can't see VIEWS in your sidebar, you might need to edit the sidebar and pin it first.
Give your view a clear title, and choose an emoji icon:
Other teammates will be able to see this view, so the name should describe the purpose of the view clearly.
Now it’s time to add your filters. This is the list of criteria that a conversation must meet for it to appear in your view. Base your filters on any combination of conversation data from the following:
Teammate assigned
Team assigned
Conversation tag
SLA due in
Waiting for teammate reply
Conversation started
Current channel
Initial channel
Fin involved
Fin AI answers enabled
Ticket type
Ticket state
Customer reports
Ticket category
Creator
Conversation data attributes
Ticket attributes
Note: The "Ticket State Category" filter is no longer supported. You should update your view to use the new Ticket State filter, which will be more flexible and precise.
For example, we’ll create a view that shows all the conversations we deem “High priority” cases.
This view will show all conversations:
Where Urgency is "High" (Urgency is a custom conversation data attribute).
OrWhere the customer has been Waiting for a teammate reply for "More than 60 minutes".
OrWith an SLA due in "Less than 10 minutes".
Using "Or" filters, we can show conversations that match a range of criteria, but don’t have to match all of them.
For more specific filters where a conversation must match multiple criteria, you can use And filters instead.
Then save your view.
And you’ll see it in your list of inboxes in the left sidebar.
For a quick reminder of the filters used in an Help Desk view, hover over it.
That’s it. Now anytime you need an overview of these conversations, you can switch to this view to see them all in one place. 👍
How to create a custom folder on the Help Desk
While accessing Help Desk, click on the 3 dots next to VIEWS in your sidebar, then click Manage > Create view.
If you can't see VIEWS in your sidebar, you might need to edit the sidebar and pin it first.
Give your folder a name and click Create.
This will add the folder to your sidebar. Hover over the folder and click the 3 dots to start adding a mix of teams, teammates or views by pinning them 
to the folder.
Or you can unpin, rename, or delete this folder by clicking Manage.
Customize the views shown in your Help Desk sidebar
To add, or remove the views in your sidebar, hover over VIEWS then click the 3 dots and select Add views.
From here, you can:
Search for views or team inboxes — Search makes it easy to find the right view or inbox in a long list.
Remove views or team inboxes — Click the pin icon
to unpin them from the sidebar. This won’t delete the view or team. Just hide it from your list.Edit views or team inboxes — Click the edit icon
to make changes to a team view or inbox and save them.Add views or team inboxes — Click Create view to add a view or inbox to your list.
After you create a view, it can be used by anyone on your team. They’ll just need to search for, and pin it to their list. 👌
To reorder your views and team inboxes, simply drag and drop them into position on your sidebar with the handle icon.
If you can’t find VIEWS on your sidebar
If you can’t find VIEWS on your sidebar, go to Edit sidebar at the bottom of the navigation menu to pin this folder back on the sidebar.
Help Desk views do not reassign conversations. Any conversations shown in the view will still be in the inbox of the team or teammate assigned to them.
Default Help Desk Views: All and Unassigned
Rather than an inbox, "All" functions like a Help Desk View, with no filters. It will always show all conversations and tickets, regardless of teammate or team assignment. The number next to "All" represents all open conversations and tickets.
If a conversation or ticket is assigned to a team, it will not be removed from "All," and it will continue to count towards the number shown next to "All" until it is snoozed or closed.
"Unassigned" on the other hand is a View that shows all conversations/tickets that don't have a teammate or team assignment. The number shown next to the "Unassigned" view represents all open conversations/tickets that don't yet have an assignment to a teammate or a team.
If you are assigning conversations/tickets automatically via Workflows, or manually via the Help Desk, those conversations/tickets will be removed from the "Unassigned" View immediately, and will no longer count towards the number next to "Unassigned."
What’s next?
Automate your inbox with Workflows. Ensure all conversations are handled by the right team, in the right order.
Start collecting conversation data up front from your customers, for more options to filter your views.
Check out the Customer support reports for a more long term view on how your team is performing and the types of conversations they’re handling.
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