Is your Inbox getting busy? With Views, you can build your own lists of tickets and live conversations, based on the conditions you choose - for example, every open ticket from one mailbox, every urgent ticket for your billing team, or every chat coming in from WhatsApp.

Views don't move anything around. Each ticket and conversation stays in its usual folder (Unassigned, My open or Solved), and a view simply shows you the ones that match its conditions. That's why one ticket can appear in several views at the same time.

In this article, you'll learn:

Silent walkthrough. Create a ticket view and share it with your team. Open the Inbox and scroll the menu to Views. Click the + next to Views. Type "Returns" as the View name and pick an emoji. In Select source, choose Tickets. In the visibility list, choose Visible to selected departments and pick a department. Click Add condition, choose Status, Contains at least one of the following, Open and Pending. Click Add condition again for a second group; keep AND between the groups. In the second group choose Subject, Contains, type "return"; click + and add Subject Contains "refund"; switch the group's button to OR. Click Create and show the new view opening with its tickets. Hover the view in the menu and drag it to the top of the Views list. Open the three-dots View options menu to show Edit and Delete.

Creating a view

Head over to the Inbox, and click on the + next to Views in the menu on the left:

The Inbox menu on the left, scrolled to the Views section, with the cursor on the + button next to Views and its "Create view" tooltip showing

The Create view window will open. Start with the view's basic settings at the top:

The Create view window, empty: the View name field with the emoji button on its left, the Select source list, the visibility list set to Visible to me, the Conditions heading and the Add condition button
  • View name - this is how the view will appear in your Views list. Click on the icon to the left of the name to pick an emoji for it, for quicker recognition.
  • Select source - choose Tickets to create a view of your tickets, or Live conversations to create a view of your chats.
  • The visibility list - who's going to see the view. Visible to me is selected by default; you can share ticket views with your team (see below).

Next, add the conditions that decide what the view will list (see the sections below), and hit the Create button. The button stays greyed out until you've added at least one condition.

That's it! Tidio will open your new view right away, and it will be listed under Views in your Inbox menu.

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Please note: you can't change a view's source once it's created. If you need a ticket view instead of a live chat view (or the other way round), simply create a new one.

Adding conditions to a ticket view

With Tickets selected as the source, click on Add condition, and open the Select filter list to choose what the view should look at:

The Create view window with Tickets as the source, one new condition row, and the Select filter list open showing Agent, Contact Property, Creation date, Custom field, Customer email, Department and the rest, with "Missing a filter?" at the bottom

These are the filters you can use:

  • Agent - one or more of your agents, or Unassigned
  • Contact Property - any property of the customer's contact (pick the property, then the value to look for)
  • Creation date - the date when the ticket was created
  • Custom field - any of your custom ticket fields (for dropdown fields, you can pick from the field's values)
  • Customer email - the customer's email address
  • Department - the department the ticket is assigned to
  • Last message - the date of the most recent message in the ticket
  • Mailbox - the connected mailbox the ticket came to
  • Message - words or phrases in the ticket's messages
  • Priority - the ticket's priority
  • Source - how the ticket was created: Created from mailbox, Created from panel, Created from widget, Created from API, Created by Flow, Created by Lyro, Created from Facebook comment or Created from Instagram comment
  • Status - Open, Pending or Solved
  • Subject - the text of the ticket's subject
  • Ticket tag - any tag added to the ticket

Once you pick a filter, choose how it should match, and the value to look for. Depending on the filter, you'll see options like Is, Is not, Contains, Does not contain, Starts with, Ends with or Contains at least one of the following. The two date filters use Is, Is older than and Is newer than, with dates in your project's timezone:

One filled-in condition row: Status, Contains at least one of the following, with Open and Pending selected as tags in the value field

Can't find the filter you need? Choose Missing a filter? at the bottom of the list - it opens a chat with our team, so you can tell us what you're missing.

Using AND/OR logic

To add another condition to the same group, click on the + on the right of the last condition. Between the conditions of a group, you can then choose AND (every condition must match) or OR (at least one of them must match). The choice applies to the whole group:

A condition group with two Subject conditions (Contains "return" and Contains "refund"), the AND/OR button between them opened, showing AND and OR, and the + button on the right of the second condition

For more complex rules, click on Add condition again, below your first group. This creates a separate group of conditions, and you can connect the groups with AND or OR as well (once again, one choice for all your groups).

For example, here's a view for open or pending tickets about returns. The first group checks the status, the second checks the subject, and the two groups are connected with AND:

A Returns view in the Create view window with two condition groups: group 1 "Status - Contains at least one of the following - Open, Pending", then AND between the groups, then group 2 "Subject - Contains - return" OR "Subject - Contains - refund"

To remove a condition, click on the cross icon on its left (Delete condition).

Sharing a ticket view with your team

A ticket view can be just for you, or for your whole team. Use the visibility list next to Select source to decide:

The top of the Create view window with Tickets as the source and the visibility list open, showing Visible to me, Visible to all, Visible to selected agents and Visible to selected departments
  • Visible to me - only you will see the view
  • Visible to all - every agent in your project will see it
  • Visible to selected agents - choose the agents in the Select agents field that appears
  • Visible to selected departments - choose the departments in the Select departments field that appears

You can change who sees a view at any time by editing it.

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Please note: the Visible to selected departments option is available with Departments, which are part of the Plus plan and above.

Creating a live chat view

Choose Live conversations in Select source to create a view of your chats. Live chat views work a little differently from ticket views:

  • They use one condition: you can't add more conditions or groups.
  • They're always Visible to me - every agent creates their own live chat views.

Click on Add condition and pick one of two filters:

  • Channel - Messenger, Instagram or WhatsApp. The view automatically takes the channel's name and icon. Each channel can have one view, so a channel that already has a view won't be on the list.
  • Intent - the topic of the visitor's message, recognized by AI: for example Order status, Refund or Shipping policy (28 topics in total). Use Is for one topic, or Contains at least one of the following to group several topics in one view.

Below your condition, you'll see a greyed-out one: Agent - Contains at least one of the following - Unassigned and your own name. That's because a live chat view always lists the matching chats that are either unassigned or assigned to you:

The Create view window with Live conversations as the source, the visibility list greyed out on Visible to me, an Intent condition with Order status and Refund selected, the greyed-out Agent condition below it, and the info message "Mixed conditions for the views based on Live conversations are not available yet."
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Please note: the Intent filter is only available if you chose an online store as your type of business. For now, Tidio's AI classifies intents only for English conversations in online stores. If your project is an online store, you may already see a few ready-made intent views in your list, like Products, Order status, Order issues and Shipping policy.

Managing your views

Click on a view in the Inbox menu to open it. Just like your folders, views show a counter next to their name in the menu. In a ticket view, you can also use the sorting button at the top of the list to show the Newest first or the Oldest first.

Editing a view

Open the view you'd like to change, click on the three-dots View options menu at the top of the list, and choose Edit:

An open ticket view (for example "Returns") with its name at the top of the list, the sorting button, and the three-dots View options menu open showing Edit and Delete

The Edit view window will open, with the view's current settings. Make your changes, and hit Save.

Channel views (Messenger, Instagram, WhatsApp) can't be edited - their menu only has Delete.

Deleting a view

Choose Delete in the same menu, and confirm with the Delete button. Deleting a view doesn't affect your tickets or conversations: they stay in their folders, and you can create the view again at any time.

Reordering your views

Hover your cursor over a view in the Inbox menu, and a drag icon will appear on the right (in place of the counter). Click on it and drag the view up or down to the position you prefer:

The Views section of the Inbox menu with several views, the cursor hovering over one of them and the drag icon showing on its right, while it's being dragged above another view
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Please note: the order of your views is your own setting - changing it won't change the order for your teammates. Your views are also available in the menu of the Tidio mobile app.

Further reading