How to create a custom ticket view in Helpdesk
Learn how to create and save custom views in Helpdesk to help organize and manage your tickets.
About custom views
Custom views in Helpdesk let you save filtered lists of tickets based on criteria like assignment, channel, sentiment, or tags. Use tags to group tickets by topic. This makes it easier to navigate Helpdesk and quickly understand which tickets require your attention.
Your custom views appear under "Views" in the Helpdesk sidebar, below the default and channel-specific views. Any ticket that matches your filters will appear in the custom view immediately when you create it, as well as in the future when new tickets meet those conditions. Creating a custom view does not remove tickets from default views; it simply provides another way to access tickets that meet your selected criteria.
Use cases for custom views
- Group tickets by tag: Create a view for tickets with specific tags (for example, all tickets related to your return policy or a certain product). Klaviyo applies some tags automatically, and you can also add your own tags to tickets as you work.
- Track your own tickets: View all tickets assigned to you over time.
- Prioritize important tickets: Let agents save views for their highest-priority tickets to help them respond faster.
- Monitor specific topics or issues: Follow up on tickets related to certain products, order delays, or other recurring topics.
Filtering custom views by profile property is not currently supported.
Create a custom view of tickets
If Add view prompts you to upgrade, your account needs a Helpdesk plan upgrade to create custom views.
- Navigate to Service > Helpdesk in Klaviyo's main navigation.
- Click the All tickets view to access the filters used to create a custom view.
- Use the filter dropdowns at the top to set your criteria. A ticket must match the criteria you set across the different filters to appear in the view. You can filter by:
- Assigned to: Select an agent, a team, or unassigned tickets.
- Channel: Select 1 or more of your enabled channels.
- Sentiment
- Tags
- Last updated
- Status: Review this filter before saving, especially if you want to include closed or snoozed tickets.
- Click Add view in the upper right corner.
- Enter a clear, descriptive name of up to 30 characters. This is how you’ll see it listed in the sidebar (e.g., “Returns policy questions”).
- Click Add view.
Your new custom view will now appear under Views in the Helpdesk sidebar and be viewable to any users with Helpdesk access in your account.
Edit, rename, or delete a custom view
Click the 3 dots (additional options) menu next to the custom view in the Helpdesk sidebar, then choose an action:
- Edit view: Adjust the filters on the editing page, then click Save to update the saved view. Click Cancel to return to the view without saving your changes.
- Rename view: Enter a new name of up to 30 characters, then click Save.
- Delete: Click Delete in the confirmation window to remove the custom view.
