Custom preset filters - AI customer support in one tab

Custom preset filters

Save and customize inbox views. Defaults replace Focused and Mine; share filters with your team or keep them personal.

Custom preset filters are saved ticket views you can click in the inbox. Every organization starts with five editable defaults. You can rename them, change what they match, delete ones you don’t need, and save your own views—personal or shared with the team.

The older hardcoded chips (Focused, Mine) are replaced by these saved views.

Default views

View	What it shows
My queue	Assigned to you, waiting on your team, not snoozed
Unassigned	No assignee, waiting on your team, not snoozed
Needs response	Waiting on your team, not snoozed
Waiting on customer	Waiting on the customer, not snoozed
Closed	Closed tickets

Snoozed is a separate fixed inbox tab (not one of these five defaults). See Snooze a ticket.

Spam remains available as its own control for spam tickets.

Personal vs organization-shared

Personal filters are visible only to you.
Organization-shared filters are visible to everyone in the organization. Admins and account owners manage shared filters (create, edit, delete, reorder).

In the list, personal filters appear first, then organization-shared ones.

Steps: save a view

Set the inbox filters you want (tags, assignee, status, waiting on, inbox, channel, and so on).
Save the current filters as a custom preset.
Choose a name and whether the view is personal or organization-shared (shared requires admin permissions).
Click the new chip anytime to reopen that view.

Edit, delete, and reorder

Rename a filter, change its criteria, or delete it when it no longer helps.
Reorder chips by dragging within the personal group or within the shared group (admins for shared).
Default names are translated to match your app language until you rename them; after a rename, the name you chose is kept as-is.

What you can filter on

Combine criteria such as:

Tags to include or exclude
Assignees (you, unassigned, or specific people)
Status and waiting on
Inbox and channel
Classification (for closed tickets)
Whether the ticket is snoozed

Default open-work views exclude snoozed tickets so parked work stays in Snoozed until it wakes.

Counts on chips

Most default views can show a live ticket count on the chip. Closed typically hides the count so the badge doesn’t dominate the row. You can turn counts on or off when editing a filter.

Landing behavior

When you open the inbox, initdesk prefers My queue. If that view has no tickets, it falls back to Needs response.

Tip

Keep a short shared set for the whole team (My queue, Unassigned, Needs response) and add personal filters for your own workflows—without cluttering everyone else’s inbox.

Custom preset filters

Save and customize inbox views. Defaults replace Focused and Mine; share filters with your team or keep them personal.

Custom preset filters

Save and customize inbox views. Defaults replace Focused and Mine; share filters with your team or keep them personal.

The older hardcoded chips (Focused, Mine) are replaced by these saved views.

Default views

View	What it shows
My queue	Assigned to you, waiting on your team, not snoozed
Unassigned	No assignee, waiting on your team, not snoozed
Needs response	Waiting on your team, not snoozed
Waiting on customer	Waiting on the customer, not snoozed
Closed	Closed tickets

Snoozed is a separate fixed inbox tab (not one of these five defaults). See Snooze a ticket.

Spam remains available as its own control for spam tickets.

Personal vs organization-shared

Personal filters are visible only to you.
Organization-shared filters are visible to everyone in the organization. Admins and account owners manage shared filters (create, edit, delete, reorder).

In the list, personal filters appear first, then organization-shared ones.

Steps: save a view

Set the inbox filters you want (tags, assignee, status, waiting on, inbox, channel, and so on).
Save the current filters as a custom preset.
Choose a name and whether the view is personal or organization-shared (shared requires admin permissions).
Click the new chip anytime to reopen that view.

Edit, delete, and reorder

Rename a filter, change its criteria, or delete it when it no longer helps.
Reorder chips by dragging within the personal group or within the shared group (admins for shared).
Default names are translated to match your app language until you rename them; after a rename, the name you chose is kept as-is.

What you can filter on

Combine criteria such as:

Tags to include or exclude
Assignees (you, unassigned, or specific people)
Status and waiting on
Inbox and channel
Classification (for closed tickets)
Whether the ticket is snoozed

Default open-work views exclude snoozed tickets so parked work stays in Snoozed until it wakes.

Counts on chips

Most default views can show a live ticket count on the chip. Closed typically hides the count so the badge doesn’t dominate the row. You can turn counts on or off when editing a filter.

Landing behavior

When you open the inbox, initdesk prefers My queue. If that view has no tickets, it falls back to Needs response.

Tip

Keep a short shared set for the whole team (My queue, Unassigned, Needs response) and add personal filters for your own workflows—without cluttering everyone else’s inbox.