Tickets appear in the default Inbox Views:

In most cases, you’ll need to segment your tickets further. There are 2 primary ways to configure the setup that works best for your team:

First, create the team inboxes that work best for your business.

For example, you can create some team inboxes for:

Once you have your team inboxes setup, you can then create an automation in Workflows that routes tickets to the appropriate team inbox based on the conditions that match your process.

Go to Workflows, and set up the following configurations:

Think of Inbox Views as saved filters. They are especially useful when you want to list tickets that might be spread across multiple team inboxes. This is very handy for monitoring purposes.

To get started, hover over and click the 3 dots next to Views in the Inbox and select Add views.

Then, give the view a name and specify the filtering conditions. In the example below, we’re creating a view to list all Tracker tickets to give a quick overview of the open issues that are impacting many customers.

You can also filter tickets by their type.

And filter Tracker tickets by the number of Customer reports to quickly see a view of all Tracker tickets with multiple customer reports.

To filter by specific ticket attributes, you’ll find each ticket type has its attributes listed underneath. For example, we could filter by Flight number that starts with a specific airline code.

When you’ve finished adding filters, click Save to save this as a new Inbox View.

Now your team can pin this view and quickly see only these conversations and tickets.

Table layout is great for getting an overview of tickets and can be configured to display only the columns of data you'd like to see.

To switch to table layout, use the shortcut key L or the button in the bottom left of the Inbox list.

Now easily customize it using the tabs at the top to see the data that’s important to you:

Click on a row to preview the ticket details in the right hand sidebar.