Introduction

In customer support, efficiency and organization are key. Views in Richpanel help achieve this by allowing teams to filter tickets based on specific criteria, such as channel of origin or type of inquiry. This ensures that tickets are managed promptly and by the right team member.

Prerequisites

Step 1: Navigate to Your Support Inbox

1. Log in to your Richpanel account.
2. Go to the Support Inbox. This is where all customer interactions are collected and managed.

Step 2: Create a New View

1. Look for an option to manage or create views, usually found as a button or in a settings menu within the Support Inbox.
2. Select "Create New View" or a similar option to begin setting up your view.

Step 3: Define Your View

1. Name Your View: Choose a clear, descriptive name that reflects the tickets you intend to group together, such as "Instagram Mentions" or "Urgent Queries".
2. Set Criteria: Define the conditions that a ticket must meet to appear in this view. For instance, you might want to create views for different channels like Instagram, segregating them into comments, direct messages, and mentions.

Note: Based on the conversation, remember that mentions may not always be clearly marked or might be grouped with comments. Ensure your criteria are set to capture these nuances.

Step 4: Save and Test Your View

1. After setting up the criteria, save your new view.
2. Test it by checking if the tickets are being categorized as intended. Adjust the criteria as necessary to ensure accuracy.

Conclusion