Custom Views on Helpdesk

Support inboxes get messy fast. When you're looking at a single, long list of tickets, it’s hard to know what actually needs your attention first.

At Applied Labs, Custom Views let you break that big list into smaller, organized queues based on whatever logic makes sense for your workflow. It isn't just about "Open" or "Closed", you can build views using any signal or data point available in the platform.

Filter by what matters to you

The goal of a custom view is to pull out specific conversations so they don't get buried. You can mix and match filters based on:

• Intent & Sentiment: Since Applied Labs automatically detects what a customer wants (like a refund, a bug report, or a password reset), you can create views for those specific intents. You can also filter for "Negative Sentiment" to find frustrated customers before things escalate.
• Customer Profile: You can pull in data from your customer's profile. If you want a view that only shows users on a "Pro" plan or customers who signed up in the last 30 days, you can set that up in a few clicks.
• Conversation Flags: Flags are basically internal labels. If a teammate flags a conversation as "Needs Legal Review" or "Product Feedback," you can have a dedicated view that catches all of those.
• Topics: If you're tracking a specific event—like a new feature launch or a known server outage—you can group all related conversations into one place.

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A few ways to set this up

You can be as broad or as specific as you want. Here are a few common ways teams organize their views:

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Keeping it organized

Custom views are helpful, but having too many of them can be just as distracting as a messy inbox. A few tips for keeping things clean:

• Use clear names: Name views after the action required (e.g., "Review for Refund" instead of just "Money").
• Check the "why": Every view should have a purpose. If you find yourself checking a view and not taking any action, it might not need to be its own sidebar item.

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Next steps

Learn more about our HelpDesk

• On Applied: open Settings → Inbox —> Views , to start updating Custom Views.
• Not on Applied? Book a demo.