Within Teamwork Desk, you can create a smart
inbox which allows you to filter tickets based
on certain conditions to the smart
inbox.
📝 This page relates to
the Classic Desk navigation
experience. In Teamwork Desk's navigation
redesign, currently in early release, smart inboxes are now called custom views.
To create a smart inbox, go to the
Tickets
area of your site.
Click Add
New in
the top
right hand corner and
select New
Smart
Inbox from
the dropdown
menu.
The
General section of the smart inbox
form
will allow you
to:
- Create a name (required)
- Add a Description
- Share the smart inbox with all
agents
- Group the tickets within the smart inbox
by assignee, inbox, priority, source,
status, or type.
Below
the General section, you
can choose the conditions that
control
which tickets will be included in
your
smart inbox.
You can add one or multiple conditions
where tickets will be included if any of those conditions is
matched. You can also set conditions where you
want tickets included when all selected conditions are matched.
Use the plus icon to add each new
condition. You
can build your condition by choosing
from a list of information types such
as assignee, tag, or
inbox.
Depending
on the type of information, your
condition might be based on whether
some
content matches in different ways,
including:
- Is equal to
- Is not equal to
- Contains
- Does not contain
- Starts with
- Ends with
- Matches regex pattern
- Is
- Has an attachment
- Does not have an attachment
Once complete, you can select Create Smart
Inbox or Create & view
tickets, which will create the smart
inbox and open a preview pane of associated
tickets.
You can now interact with tickets in your
Smart Inbox from the left-hand pane. The inbox
will continue to update with new tickets that
fit your conditions.
For more information, see: Smart Inboxes
Overview