Views, Segments & Custom Inboxes

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Built-in views

The left sidebar of the inbox starts with a set of built-in views: Pick any one and the middle column updates immediately.

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Search

The search bar at the top of the middle column searches:

• Ticket subject
• End user name and email
• Conversation history (live conversations: by topic; completed: by agent name)

For richer filtering, use the FilterBar.

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FilterBar

Above the ticket list, the FilterBar lets you build ad-hoc filters using any field on the ticket — including custom metadata. Available fields include:

• User traits (name, email, role, plan, custom fields)
• Company traits (plan, MRR, employee count, industry)
• Stripe data (subscription status, MRR, lifetime value)
• Ticket fields (status, source, channel, assignee, age, last activity)
• Custom metadata fields (custom:*)

Filters within a group use AND logic by default. Between groups you can choose AND or OR connectors. For most views a single group with AND is what you want — e.g. “open + priority + assigned to me”. Contact, company, and Stripe conditions are resolved on the server using the same engine as the Contacts page, so virtual and billing fields (activity, conversation counts, Stripe subscription) match Contacts exactly. Two behaviors to note:

• “Status” is the ticket’s status here (open, resolved, and so on), so the contact activity status (Active / Recent / Inactive / At Risk) isn’t a separate option. Use Last Seen to filter by contact activity.
• Ticket and contact conditions combine with AND. AND/OR work as set within each side; a single OR group mixing a ticket field with a contact field is treated as AND.

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Segments

Segments are saved filter sets you give a name to. Once saved, they appear in the left sidebar under Segments for one-click access. To create a segment:

1. Apply filters in the FilterBar.
2. Click Save as segment.
3. Name it (e.g. “Enterprise priority”, “Billing questions”, “From Slack”).

Segments are stored in your browser’s localStorage, so they’re personal to each teammate. Use segments for views you build often — your team’s daily triage list, your favorite customer cohort, the kind of ticket you handle.

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Custom Inboxes

Custom Inboxes are like segments, but at the workspace level — every teammate sees the same custom inboxes in their sidebar. They’re configured at Settings > Inbox Views. A custom inbox has:

• A name and emoji
• A set of filters (the same FilterBar fields)
• An order in the sidebar (drag to reorder)

Use custom inboxes to organize work across the team — for example:

• 🎫 Bugs — all tickets with category = bug or metadata.has_linear_issue = true
• 💰 Billing — source = stripe_billing or category = agent_request
• 🆕 Onboarding — customer_for < 14 days
• 🌍 EU customers — company.region = eu

The main inbox always shows everything. Custom inboxes are filtered slices of it — deleting a custom inbox doesn’t delete tickets.

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Mentions and notifications

When a teammate @mentions you in an internal note, you’ll see:

• A new ticket in your Mentions view
• A notification in the dashboard
• An email (if email notifications are enabled in your profile)

The Mentions view is one of the fastest ways to triage urgent asks from teammates without scanning the whole inbox.

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Counts and badges

Each view shows a count badge (e.g. “Open 12”) that updates in real time as tickets move between statuses or new ones arrive. Counts exclude resolved/snoozed/spam unless that status is the view’s filter.

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Where to go next