Ticket views allow you to save a set of filters, enabling you to quickly return to the exact group of tickets you care about - without rebuilding the search each time.
Create a custom view
Open Tickets and apply filters in the tickets list
Tip: Start broad, then refine. You can always update a view later.
Click Create view (above the results).
Give your view a clear name (for example, Open & Unassigned) and click Create.
Your new view appears in the left sidebar under Ticket views.
Update filters for an existing view
Go to Tickets.
Open the view from the left sidebar (click its name).
Adjust the filters using the dropdowns above the ticket list.
Click Update view to save the changes.
Your updates take effect immediately for everyone who has access to that view.
Share a view (admins)
Some views are useful for the whole team. Admins can share views, allowing everyone to use the same, consistent filters.
Share while creating
When creating the view, select Save as shared view.
To update a shared view
Open the view and modify the filters. Once done, click the Save view option and select Update current view. You can also save the modified view as a new, separate one.
To delete or change the view to private
Open the view and click the three-dots icon in the top right corner. Here, select Edit view if you want to change it to private or Delete view if you want to fully remove it.
Agents can create personal views. Only Admins can mark a view as shared.
Examples of helpful views
Unassigned + High priority — for your daily triage.
Status: Pending + Last activity > 3 days — to catch stale conversations.
Source: Chat + Team: Support + Tag: Billing — to focus on a specific workflow.
Agent: Me + Attachments: Yes — to review tickets that include files/screenshots.
Good to know
Views are saved filters - as new tickets match your filters, they are automatically added to the view.
Renaming, deleting, or changing any element used in filtered views will affect any views that rely on them.
Keep shared view names concise and action-oriented, so teammates can immediately understand their purpose.
Questions?
If you have any questions about this article, feel free to start a chat with one of our Support Heroes. They are available 24/7 and always ready to provide additional information on adjusting your Text App license.