Views, filters, search and bulk actions

What are the helpdesk views?

The left sidebar of the Helpdesk lists your views. Each is a slice of your conversations on a board you can filter, group and switch between Kanban and Table. From the top:

Below come the drill-downs: Squads (if your team has squads), Markets (if you have more than one) and Channel (Email, Chat, Social, Review, plus Phone and SMS when set up). A drill-down shows every matching open ticket, not only yours. Last comes My views, your custom views.

What the queues hide, and where to find it 🔎

Open, Unassigned, Assigned, My Conversations and the drill-downs show work that needs a person, so they leave some conversations out:

• AI-handled conversations 🤖 appear only in the AI view. Every other view starts with the AI conversations filter on Human only. When the AI escalates, the conversation becomes a human one and joins the queues.
• Waiting for customer, Snoozed, AI working and Blocked are hidden from the shared queues. My Conversations still shows your own Waiting for customer tickets, but not your snoozed ones.
• Escalated tickets stay visible in the shared queues, even while Waiting for customer or Blocked.

Finding snoozed conversations. Ticking Snoozed in the Status filter on Open shows nothing, because Open never contains them. Go to Helpdesk → All and tick Snoozed under Status. Add Assigned to: yourself and save it as a custom view for a permanent "My snoozed" shortcut. See Snooze.

Why old or closed tickets suddenly show up again: the customer replied (a reply reopens a closed conversation as Needs next response), a snooze ran out, a Blocked ticket's side conversations all closed, or the AI escalated it. A reopened ticket goes back to whoever closed it, unless Unclaim when marked as done is on under Settings → Helpdesk, which sends it to the shared queue.

Conversation statuses

You set a status in the Status row of the details pane, on the right of a conversation. Three statuses only the system sets.

Filters

The funnel button at the top right of a board opens Filters: Keyword, Channel, Customer groups, Tags, Sentiment, Status, Team (on a workspace board), Market, Closed (date range and Closed by, in All and Closed), Direction, Age & wait time, Agent involvement (Involved, Assigned to), Prepared by AI, Other, AI conversations (Human only, AI only, All) and Sort order (Newest first, Oldest first).

Active filters show as chips above the board, with Clear all. Each view remembers its own filters while you are signed in. To keep a filter set for good, save it as a custom view.

Note: a filter only narrows what a view already contains. Open lists Snoozed and Waiting for customer in its Status filter, but ticking them shows nothing (or only escalated tickets). Use All for those.

Group by, Kanban and Table

Group by, next to the filter button, splits a board by None, Team (workspace boards), Market (the default), Urgency, Sentiment, Tag, Customer group, Channel or Status. Kanban shows cards in columns, 12 at first with Load more below. Table shows rows with checkboxes for bulk actions. Both choices apply to every view for your session. Each group's ▶ button starts flow mode on that group (see Flow Queue).

Group by Tag makes one column per tag found on the tickets in front of you, plus Untagged, and a ticket with three tags appears three times. Tags are team-wide, so a department's tickets can carry tags that belong to other topics. To stop an old tag coming back, turn off Allow AI to use this tag under Settings → Tags.

Dates, times and counts in the list 🕒

• Times: Kanban cards show a short age (34 m, 4 h, 5 d), then a date after a week. Table shows "3 days ago". Hover for the exact date and time. There is no setting to show the full date and time without hovering. Times follow your timezone under Settings at the bottom of the helpdesk sidebar (the team's by default).
• Sidebar badges on My Conversations, Open, Unassigned, Assigned and the drill-downs count open human conversations you have access to, ignoring your filters. All, Closed and AI have none. They are cached briefly, so a number can lag a moment.
• Group badges show "12+" when a group has more than is loaded. In Kanban, hover for the exact count. It stops at 500+ tickets, and shows that too when counting takes too long. For an exact total, use All with the same filters: the footer reads "Results: 1 - 50 of N".

Custom views

A custom view is a saved set of filters under My views in the sidebar.

1. Click + next to My views, then New view from filters. This opens All.
2. Set filters. Save as view appears once one is active.
3. Pick an icon and name, tick Publish to team catalog to share it, and click Save view.

A view saves filters only, not Group by or Kanban or Table. Built on All, it includes closed conversations unless you add a Status filter. Example, "tickets I closed": in All set Closed → Closed by to yourself (or Agent involvement → Involved for everything you replied to or closed) and save.

• Change it: adjust the filters and click Update view or Save as new. The ⋯ menu has Edit, Publish to team or Unpublish from team, and Delete.
• Use a colleague's view: + then Browse team views, and Add.
• Delete is greyed out ("Unpublish to delete") on a published view that colleagues added. Unpublish it first, which removes it from their sidebars.

The creator manages a view. Admins can also manage shared views they have added.

Search (Cmd/Ctrl+K)

Press ⌘K or Ctrl+K, or click the magnifying glass in the top bar. Search covers every conversation on your team, open and closed, by ticket number ("AB-12345" or "12345"), subject, message text and customer name, email or phone (part of an email or phone works). AI-handled conversations only show for an exact ticket number.

Type at least 3 characters. Every word must match, and the last word matches as a beginning ("refu" finds "refund"). Numbers only match whole: type the full order number, or the part after a hyphen, slash or space ("33281" finds "GENB2B-33281-02"). The first digits alone find nothing. A number glued to letters, like DK10045, is found from its start: "DK100" works, "10045" does not.

You get up to 20 conversations, newest first, an exact ticket number on top. Picking a result under Customers starts a New conversation. If you search a full email address or phone number and your team has a shop or customer integration, In integrations also shows the matching shop customer. The Keyword filter uses the same matching inside the current view.

Recent, the clock button next to search, lists the 25 conversations you most recently replied to or closed.

A customer's earlier conversations

At the bottom of the details pane, Recent conversations lists up to 10 other conversations with the same customer, open and closed. Five show at once, then Show N more.

• Same customer only. If they wrote from another email or phone number, search for that instead.
• Older emails in a reply: click Show quoted history under the message.
• Colleagues' messages and internal notes appear when they went through Zuzana. A reply sent from someone's own mail program is not in the thread.

Bulk actions

Bulk actions work in Table view, in every board view and in custom views. The plain All list has no checkboxes. Tick rows, or a group's header box to select its loaded rows, then click Bulk operations (N):

• Change status: Done, Needs next response, Investigating, Waiting for customer or Ignored. No bulk snooze.
• Assign: a colleague or Unassign. The colleague gets one notification.
• Tags: Add tags or Remove tags.
• Reply: a pre-flight line says how many will receive it and which are skipped: Closed, Reviews cannot receive a reply, Voice calls cannot receive a text reply, Lives on an external helpdesk, imported history, and internal requests (answer those from the ticket). Placeholders like {{customerName}} and {{ticketDisplayNumber}} fill in per conversation.

When the selection spans languages, Next makes one translated version per language for you to edit or Re-translate; a group with no known language is sent as written. Send N replies sends in the background and notifies you when done. Bulk replies cannot carry attachments, images or macros. Only conversations you have access to change, and the selection clears when you change view, filters, grouping or display.

Keyboard shortcuts ⌨️

There are no single-key shortcuts for status, assigning or the next ticket.

What the helpdesk does not do

• No merging or splitting conversations. Each email thread or chat stays separate. Move between them with Recent conversations.
• No @mentions in internal notes. Nobody is notified. Assign the conversation to the colleague instead: they get a notification.
• No PDF download or export of a conversation. Attachments can be downloaded one by one.

Good to know

• The Markets, Channel and Squads drill-downs share My Conversations' filters.
• With departments, the picker at the bottom of the sidebar narrows every view and count except All and search.
• The All list is always newest first, whatever Sort order says.
• On a common word the Keyword filter only picks up a limited set of matches. Prefer a ticket number, an email or a rarer word.
• On a workspace board, Group by defaults to Team.
• All and search ignore access rules. A Strict rule hides tickets from your queues, sidebar counts and flow, but the All list and Cmd/Ctrl+K search still find them. See Capabilities.