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Views in a shared mailbox
Views in shared mailboxes let you quickly access conversations in the shared mailbox that meet a certain set of conditions. For example, a view can give you single click access to all emails in a shared mailbox that are currently not assigned to any user and are in the open state. You can use the default views that are available out of the box, or create custom views based on conditions that you can choose.
Conditions to select the emails under a view are defined based on filters. The filters that are available are:
Assignee : Filter emails on the basis of assignment. eg, find all emails which are assigned to users 'John' or 'Jane'.
Status : Filter emails on the basis of status. eg, find all emails which are in 'Open' or 'Pending' state.
Tags : Filter emails on the basis of tags. eg, find all emails which contain the Tags 'Billing' and/or 'Escalation'.
Default views
The following views are provided out of the box. These views cannot be modified.
The details of the filters applicable on the default views are as follows
View | Assignee | Status | Tags |
All unresolved | Any user | Open or Pending | Any |
Unassigned | Unassigned | Open | Any |
Mine | Current user | Open | Any |
Team | Any user but not unassigned | Open | Any |
Pending | Any user | Pending | Any |
Closed | Any user | Closed | Any |
Overdue | Any user | Open | SLA-Violated |
Custom views
Users can create views by saving a combination of filters such that they can quickly navigate to the conversations of interest.
For example every morning, a user wants to see email conversations assigned to users 'John' or 'Jane" in 'pending' state and tagged as 'Escalation'. She can create a view with Assignee as 'John' or 'Jane'; Status as 'Pending'; and Tag as 'Escalation'.
To create a custom view
- Click on the 'All Views' tab under the shared mailbox where you want to create your filter
- Click on the prominent plus symbol 'Create View' to open the filter panel
- As the next step, you would have to select the conditions for the filters. The view will show the emails that meet the conditions of all these filters. The filters are given below
1. Assignee :
- Use the dropdown to see the options for Assignee
- Check the options that you want to filter by
- Click on 'Apply' to apply the criteria
Please note that when you select multiple users, all the emails which are assigned to any of the selected users will be filtered. You will also see a count against each user in the dropdown, which is based on the status that you select using the Status filter, described next.
2. Status
- Use the dropdown to see the options for Status
- Check the options that you want to filter by
- Click on 'Apply' to apply the criteria
When you select more than one Status field, then all the emails which have any one of the selected Status fields will get selected. Also, based on the status that you select, the Assignee filter dropdown shows the count of email conversations against each user. Please note that the count of the emails with Closed status never contribute to the count shown for each user.
3. Tags
- Use the dropdown to see the options for Tags
- Check the options that you want to filter by
A. If you want to include email conversations which contain all the selected Tags, then check the option "All selected tags"
B. If you want to include email conversations which contain any of the selected Tags, then check the option "Any Selected Tag"
C. Save
Shared and private views
The views can be shared with everyone in the team or can be available to only the user who has created it.
To create a shared view, select the option 'visible to - all users of this shared mailbox'
To create a private view, select the option 'visible to - me'
Only Admins can create and edit shared views. Users can create and edit private views.
The maximum number of views that can be created is governed by the plan. You can find the details below
Plan | Maximum number of private views per user | Maximum number of shared views per Shared Mailbox |
Plus | 3 | 5 |
Premium | 5 | 20 |
Enterprise | 10 | 50 |
Favourite views
Views can be marked as 'favourite' so that they are available by default under the shared mailbox for quick access. Favourite views can also be rearranged. The selection and order of favourite views will be specific to you so that you don't have to go through the entire list of views each time.
To mark a view as 'favorite', click on the star next to the view
At any time, you can have a maximum of 5 favourite views.
You can change the order of the favourite views by dragging and replacing it
Assigned to Me
This option is only available to users having access to multiple shared mailboxes.
By default this section will contain all the 'open' email conversations which are assigned to you across all the shared mailboxes. If you want, you can customize this view by changing the conditions of the filters and saving it
The filters available on this section are
1. Shared Mailbox
- Use the dropdown to see the list of all the shared mailboxes that you are a part of
- Check the options that you want to filter by
2. Status
- Use the drop down containing the list of the options
- Check the options that you want to filter by
Feature according to Plan
Number of views | Plan |
2 | Lite |
Unlimited | Growth |
Unlimited | Pro |
Unlimited | Elite |
