A stored filter (status, assignee, tags, priority…) that becomes a one-click queue in the sidebar.
Saved views turn a wall of mail into focused worklists — “my open,” “breaching soon,” “unassigned billing.”
How it works
You build a filter once — combining fields like status, assignee, tags, priority, channel, or SLA state — and save it under a name. It then lives in the sidebar as a one-click queue that re-runs the filter each time you open it, always showing the current matching tickets rather than a frozen snapshot. Many teams pin a handful: a personal “my open,” a team-wide “unassigned,” and an urgent “breaching soon” that surfaces tickets near their SLA deadline.
Why it matters
- Focus. Agents work a short, relevant list instead of scanning the whole shared inbox.
- Shared definitions. A team view means everyone agrees on what “the billing queue” actually contains.
- Faster triage. A “breaching soon” view keeps the tickets that affect first-response-time in front of whoever is on shift.
- Onboarding. A new agent can be pointed at one well-named view instead of being asked to invent their own filters on day one.
Common pitfalls
Views drift: a tag gets renamed and a once-useful queue quietly returns nothing, so it helps to prune stale ones. Over-filtering hides tickets no view happens to catch, so a catch-all “unassigned” view is worth keeping. As an example, an agency handling several clients might save one view per client plus a shared “breaching soon,” so each agent opens their slice without rebuilding filters every morning. In Cherryrise, saved views are personal or shared, sit in the inbox sidebar, and pair naturally with automation that sets the tags and assignees the views filter on; see the shared inbox.
How Cherryrise handles it
Cherryrise lets each agent build views from the same fields the inbox filters on — status, assignee, tags, priority, channel, and SLA state — and save them privately or share them with the team. Shared views keep a queue’s definition consistent across everyone working it, while automation keeps the underlying tags and assignments accurate so the views stay meaningful as volume grows.