new

Inbox 2.0

Views and Insights

are now live for General Availability in all workspaces!

Views and Insights help Service Desk teams organize and prioritize work. Users can filter and group threads, save custom views, and share them with teammates. Views update in real time, making it easy to track, respond to, and close threads efficiently. Insights delivers real-time reporting visibility: spot trends, load balance teammates, and improve your operations.

Effortless tracking
: Quickly find threads with filters and search.
Personalized views
: Use Personal Filters without affecting team settings.
Live insights
: See workload instantly with built-in analytics.

How to use it

To create a new view in Inbox:

Open
Inbox
.
Go to the Views section in the left menu (under “My Drafts” in the Default Tools section).
Click the
+
icon.
Choose at least one filter, enter a name for the view, and click
Save
.

To share a view:

Open the view and click ••• >
Edit
.
In the top-right corner, click the participants pill to open
View Members
.
Use the search menu to find and add members.

You can also see who has access by clicking the participants pill in View Mode.