Organize your Support with custom views

Video guide

Learn how to organize your inbox with custom views. In this guide you'll learn:

• How to create private views for personal use
• Customizing columns and filters
• Setting up shared views for team collaboration

Step-by-step guide

Views help customer support teams manage tickets more efficiently. With custom views, you can organize conversations based on teams, status, assignees, and more—making your day-to-day support operations smoother and faster.

Step 1: Open the Support app

1. Launch the Bird app and click on the Support tab from the main navigation.

Step 2: Navigate to Views

1. Head over to the Views section within Support.
2. You’ll see two types of views:
   • Private views – visible only to you, great for personalized workflows.
   • Shared views – visible to everyone, ideal for improving team collaboration.

Step 3: Create a new view

1. Click the Create view button in the top right corner.
2. Give your view a unique name so you can easily find it later.

Step 4: Choose your visibility

1. Select Private if the view is only for you.
2. Switch to Shared if you want your team to use it as well.

Step 5: Customize your columns

1. Choose which columns to display in your view.

   • Common options include Team, Assignee, and Status.

2. You can also select other useful fields to tailor the view to your workflow.

Step 6: Apply filters

1. Use filters to define which tickets will appear in the view:
   • Date range – filter tickets by a specific time frame.
   • Status – show only Open, Closed, or Snoozed tickets.
   • Assignee – focus the view on tickets assigned to certain agents.
   • Use Advanced search for more precise filtering.

Step 7: Save your view

1. Once your filters and columns are set, click Create to save your custom view.

Step 8: Access your private views

1. Navigate back to the Private views tab to access and use your newly created view.

Your custom view is now ready to streamline your ticket management.