The tickets sidebar to the left shows your Views and Sections:. You can choose to display our default Views or create your own custom ones. You can also easily switch between tickets by enabling the Tickets panel. The default Views are determined by

The tickets sidebar to the left shows your Views and Sections:<ul><li style="font-size: 16px; font-family: Inter;">Views are filtered groups of common ticket types that allow you to streamline workflows.&#xA0;</li><li style="font-size: 16px; font-family: Inter;">Sections&#xA0;are collapsable groups of Views, usually grouped by the team, brand, or channel.</li></ul>You can choose to display our default Views or create your own custom ones. You can also easily switch between tickets by enabling the Tickets panel.&#xA0; <hr><h2 id="organizing-the-sidebar"> Organizing the sidebar</h2>The default Views are determined by the Admins of the account and will always be shown at the top of the sidebar for everyone.&#xA0;Other Views can be organized as Shared or Private and each user can choose whether they want to see shared or private views first by simply dragging and dropping.The width of the ticket sidebar can also be adjusted to better fit your screen - simply drag the right edge to the left or the right to resize it.<h3 id="default-views"><img src="https://attachments.gorgias.help/uploads.gorgias.io/0bgJ1Q6QZ2vXKOMk/Resize_Navigation_Sidebar-4205e265-bde5-4f2a-92b1-6548b67707f6.gif" style="width: 692px;" class="fr-fic fr-dib"> Default Views</h3>Admins can set up and control the default Views that&apos;ll be shown in everyone&#x2019;s tickets sidebar by going to Settings -&gt; Account -&gt; Sidebar.They&apos;ll be able to choose from the following:<ul><li style="font-size: 16px; font-family: Inter;">Inbox - Open tickets assigned to me</li><li style="font-size: 16px; font-family: Inter;">Unassigned - Open tickets not assigned to anyone</li><li style="font-size: 16px; font-family: Inter;">All - All open tickets</li><li style="font-size: 16px; font-family: Inter;">Snoozed - Snoozed tickets assigned to me</li><li style="font-size: 16px; font-family: Inter;">Closed - All closed tickets</li><li style="font-size: 16px; font-family: Inter;">Trash - Deleted tickets (purged after 30 days)</li><li style="font-size: 16px; font-family: Inter;">Spam - Tickets identified as spam (purged after 30 days)</li></ul><img src="https://attachments.gorgias.help/uploads.gorgias.io/0bgJ1Q6QZ2vXKOMk/Tickets_Sidebar_Settings-5e7b5d78-fffe-4940-ba67-77e3c8b611aa.png" style="width: 692px;" class="fr-fic fr-dib">Admins will be able to edit this as many times as they like - agents won&apos;t be notified of any changes to system Views and won&apos;t be able to customize that part of the sidebar.&#xA0;<p style="box-sizing: inherit; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: Inter, sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px; color: rgb(22, 22, 22); font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="box-sizing: inherit; color: rgb(65, 65, 65); font-family: Inter; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none;">Above Shared Views, the navigation bar is also organized into 2 sections:<ul style="box-sizing: inherit; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; padding-inline-start: 32px; list-style-type: disc; color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><li style="box-sizing: inherit; font-family: Inter; -webkit-font-smoothing: antialiased; font-style: normal; font-size: 16px; line-height: 24px; margin-block-end: 8px;">With <a href="https://docs.gorgias.com/en-US/auto-assign-tickets-81838" rel="noopener noreferrer" target="_blank">Auto-Assignment</a> and Availability on -&gt; the Chats section which includes all open Chats assigned to you.</li><li style="box-sizing: inherit; font-family: Inter; -webkit-font-smoothing: antialiased; font-style: normal; font-size: 16px; line-height: 24px; margin-block-end: 8px;">With Auto-Assignment off and Availability on -&gt; the Chat &amp; Messaging section which includes all Chats, social media DMs, and SMS, regardless if they&apos;re assigned to you or <span style="box-sizing: inherit; color: rgb(65, 65, 65); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none;">unassigned.<img src="https://attachments.gorgias.help/k5/hc/mz0e/930382e1-d179-4eab-ba34-3be799b6681b-f7f82ab8-38f1-495c-ac8d-8a839e24615e.png" style="width: 300px;" class="fr-fic fr-dib"></li></ul><h3 id="custom-views"> Custom Views</h3>You can segment tickets based on attribute filters:<ul><li style="font-size: 16px; font-family: Inter;">Channel - all Email tickets, all Chat tickets, all social media tickets, etc.)</li><li style="font-size: 16px; font-family: Inter;">Tag - all tickets tagged as urgent, all tickets tagged as order status, etc.)</li><li style="font-size: 16px; font-family: Inter;">Status - all open tickets, all closed tickets, all snoozed tickets)</li><li style="font-size: 16px; font-family: Inter;">Assignee - all tickets assigned to you, all tickets assigned to the Support team, etc...)</li></ul>While Views may look the same as folders in an email, they&apos;re dynamic, not static - tickets can&apos;t be manually moved between them. Instead, tickets appear in 1 or more Views based on their attributes - if the ticket meets the View filters it&apos;ll appear in that View, if it doesn&apos;t, it won&apos;t.<div class="note-callout">Deleting a View doesn&apos;t delete any tickets in that View, it just deletes the group of filters which you can recreate&#xA0;at any time by creating the same View.</div> <h3 id="tickets-panel">Tickets panel</h3>By enabling the&#xA0;<a href="https://docs.gorgias.com/en-US/tickets-panel-353165" rel="noopener noreferrer" target="_blank">Tickets panel</a>, agents can see the list of tickets they aim to handle, without leaving the one they&apos;re currently replying to. This helps them focus on their work, while being aware of any new incoming requests.<p id="isPasted" style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: Inter, sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px; color: rgb(22, 22, 22); font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">The Tickets panel can be enabled or disabled by clicking on the square icon at the top of your left sidebar.<img src="https://attachments.gorgias.help/k5/hc/mz0e/tickets%20panel%20button-a7c40f3d-4bdc-4f91-a279-4444261e249e.png" style="width: 300px;" class="fr-fic fr-dib"><hr><h2 id="isPasted" style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: Inter, sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px; color: rgb(22, 22, 22); font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"> FAQs</h2><h4 id="how-can-views-help-me-streamline-my-workflows">How can Views help me streamline my workflows?</h4>You can combine the usage of Rules, Tags, and View filters to ensure better ticket prioritization. <h4 id="why-do-some-of-my-views-have-a-red-exclamation-mark-next-to-them">Why do some of my Views have a red exclamation mark next to them?</h4>If you delete an integration, team, user, Tag, or customer that&apos;s used in the filters of a View, the View will automatically be deactivated.&#xA0;Once this happens, you can <a href="https://docs.gorgias.com/en-US/view-filters-and-operators-207767" rel="noopener noreferrer" target="_blank">update the filters</a>, or <a href="https://docs.gorgias.com/en-US/create-edit-or-delete-a-view-207768" rel="noopener noreferrer" target="_blank">delete the View</a> if you don&apos;t need it anymore.<img src="https://attachments.gorgias.help/uploads.gorgias.io/0bgJ1Q6QZ2vXKOMk/Invalid_view_filters-6bc1add4-5eba-4688-83cb-2660543db71c.gif" style="width: 680px;" class="fr-fic fr-dib fr-fil">

Tickets Sidebar 101

Agents can preview and manage tickets from a dedicated Tickets panel - users can see the outline of tickets they're set to handle without leaving the one they're currently working on. The Tickets panel also allows all users to sort tickets based on t

Agents can preview and manage tickets&#xA0;from a dedicated Tickets panel - users can see the outline of tickets they&apos;re set to handle without leaving the one they&apos;re currently working on.&#xA0;<iframe allowtransparency="true" title="Wistia video player" allowfullscreen frameborder="0" scrolling="no" class="wistia_embed fr-draggable" name="wistia_embed" src="https://fast.wistia.net/embed/iframe/c6mhl31fes" width="400" height="225"></iframe><ul><li>The blue icon of the channel shows that there&apos;s a new message from the customer that hasn&apos;t been responded to yet.&#xA0;</li><li>If the icon is grey, it means that the last message in the ticket was sent by an agent.&#xA0;</li><li>The red dot indicates that the latest message is unread by the current user.&#xA0;</li></ul>The Tickets panel also allows all users to sort tickets based on their personal preference without affecting other users as settings applied in the Tickets panel will be visible only to the user who set them.<div class="note-callout">It&apos;s not possible to perform bulk actions, see/edit View filters, or preview tags in the Tickets panel. However, you can easily switch in case you need to carry out one of these operations. After you hide the Tickets panel as per the instructions below, you&apos;ll see the usual View and can continue with the intended action.</div><hr><h2 id="steps"> Steps</h2>You can quickly enable or disable the Tickets panel by clicking on the square icon at the top of your left sidebar.Once you&apos;ve enabled the sidebar, you can select sorting by the date of the ticket created, the last message in the ticket, or the last received message. The sorting for all three can be set oldest to newest, or newest to oldest.<img src="https://attachments.gorgias.help/k5/hc/mz0e/tickets%20panel%20steps-a52e106f-2a66-4b93-b681-c31d18013989.gif" style="width: 692px;" class="fr-fic fr-dib">

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