How to create a custom ticket view in Inbox
Learn how to create and save custom views in Inbox to help organize and manage your tickets.
Klaviyo Helpdesk ("Inbox") is a part of Klaviyo Service and is currently in public beta. While this product remains in beta, functionality is not complete, and will be subject to change frequently throughout the beta period. By enabling Inbox through the onboarding workflow, you agree to the beta terms and conditions as provided in your contract with Klaviyo. While this feature is free during the beta period, it will be sold separately upon launch to general availability.
You must have Customer Hub enabled to join the Inbox beta. If you are not in the Customer Hub beta, join here. Note that you must be on a paid Klaviyo email plan to be approved. Participation in this beta is currently available in English for those who operate a Shopify Online Store; headless themes are not supported at this time.
For feedback about Inbox functionality, email customerhub@klaviyo.com.
About custom views
Custom views in Klaviyo Inbox let you save filtered lists of tickets based on criteria like topic, agent assignment, channel, or tags. This makes it easier to navigate Inbox and quickly return to specific sets of conversations.
Your custom views appear under "Views" in the Inbox 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 viewsUse 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.
Segmenting by profile property is not currently supported, but will be soon.
Create a custom view of tickets
- Navigate to Conversations > Inbox in Klaviyo's main navigation.
- Click the All tickets view to access all available filtering options.
- Use the filter dropdowns at the top to set your criteria. Note that all conditions must be met for a ticket to appear in the view. You can filter by:
- Agent assigned
- Channel
- Tags
- Last updated
- Status
- Click Add view in the upper right corner.
- Enter a clear, descriptive name. 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 Inbox sidebar and be viewable to any users with Inbox access in your account.
Edit or delete a custom view
You can edit or delete a custom view at any time by clicking the 3 dots (additional options) menu next to the view. From here you can:
- Edit the view's criteria
- Rename the view
- Delete the view
Additional resources
- How to assign tickets to agents in Inbox
- How to create macros for Inbox ticket replies
- How to change the status of a ticket