Find tickets with Mine, Unassigned, saved views and History

The Inbox has two ways to look at customer work. Inbox lists conversations. Mine, Unassigned, Promised, Open tickets, custom views and History list tickets: records of a customer’s need and how it was handled.

How it works

One conversation can contain several tickets over time. One ticket can involve more than one conversation or channel. A ticket count is therefore not a conversation count, an unread-message count or a customer count.

Choose the right view

View	What it contains	Order
Inbox	Conversations, with their conversation search, filters and unread state.	The conversation list’s order.
Mine	Open tickets assigned to you while you have workspace access.	Most recent activity first.
Unassigned	Open tickets with no owner, including tickets whose assigned person no longer has workspace or Inbox access. Tickets assigned to omotto are not included.	Most recent activity first.
Promised	Open tickets with at least one open promised task to the customer.	Longest wait first.
Open tickets	Open tickets, divided into Our turn, Their turn and Closing soon.	By recent activity within each group.
A custom view	Open or closed tickets that match its saved conditions.	Its saved sort for open tickets; newest closed first for closed tickets.
History	Closed tickets and how they ended. Without a date filter, it covers all time.	Newest closed first by default.

Ticket views exclude rehearsal tickets and records classified as having no customer need. They are not a list of every message ever received.

The built-in views cannot be renamed, edited, deleted or unpinned. Creating a view does not change bot behavior, send a message or assign tickets to a person.

Mine and Unassigned

Mine is personal: each team member sees their own assigned open tickets and their own count. Unassigned is the shared queue for work nobody currently owns. The navigation order is Mine, Unassigned, Promised, Open tickets, then saved custom views.

Taking over a conversation assigns its current ticket to you if nobody or omotto owns it. It does not take the ticket from another person. When omotto asks the team for help on a ticket it owns, that ticket becomes Unassigned after the help request is saved. A request opened by a staff member does not unassign it.

If an assigned person loses workspace access or permission to view the Inbox, their ticket appears in Unassigned without erasing its assignment history. Restoring access brings it back to their Mine view unless somebody reassigned it.

Promised and open promised tasks

Promised means there is a recorded open promised task. It does not simply mean the customer sent the latest message, the conversation is unread or a person is holding it. Taking over a conversation is a separate action.

Open a ticket to review Tasks and comments. See ticket tasks and outcomes before marking a task done or letting it go. When omotto stands down from a team request, it can settle the task itself as Done or Let go, and its explanation appears first in the task.

Internal tasks never put a ticket in Promised. Completed, let-go and conditional-offer tasks do not qualify either. Use the task’s Promised to customer / Internal chip to change the flag.

Open tickets: Our turn, Their turn and Closing soon

These groups describe recorded follow-up status, not who wrote the last message:

Our turn — there is an open promised task. This group takes precedence over the others.
Their turn — there is no open promised task, but follow-up has been offered for the customer to choose, or a recorded follow-up response is still waiting to be sent after an outreach message was created.
Closing soon — the remaining open tickets. The ticket’s details show its closing information when available. This is not a promise that it will close at a fixed time regardless of later activity.

The groups’ counts follow the current ticket search and filters.

Where to find it

Open Inbox, then choose a view in its navigation. On a phone, the views appear as tabs.

Set it up

Search tickets and filter by Kind or Channel

These controls appear above ticket lists, including History’s list mode. They are separate from the conversation filters in Inbox.

Type in the ticket search box, labelled Search tickets. Its visible placeholder is Search.
Search for a stored topic, ticket identifier, displayed conversation number, task wording, customer identity details or ticket kind. This is a text search, not a search of the full conversation transcript.
Open Filter tickets, the filter icon beside the search box.
Choose one or more Kind values: Quick answer, Question, Complaint, Order support, Sales, Booking or Other.
If needed, choose one or more Channel values: WhatsApp, Telegram, Instagram or Website (website chat).
Choose Done to close the filter menu. Your choices already apply as you select them.

Enter at least two characters to search customer names or usernames. Topic and task text can match from a single character. A one-character search cannot tell you whether a customer has tickets.

Multiple kinds mean any selected kind. Multiple channels mean any selected channel. If you select both, the ticket must match the kind selection and the channel selection. A ticket’s channels come from its messages, so one ticket can match more than one channel.

Selected filters appear as removable chips. Click a chip to remove it. Clear beside the chips and Clear all inside the menu remove Kind and Channel selections; they do not erase the text search, the current custom view’s conditions or a Closed date filter. Empty the search box separately.

Save Kind and Channel selections as a view

Save as view appears in the filter menu when at least one Kind or Channel filter is selected and you have permission to create views.

Choose the Kind and Channel filters you want to reuse.
Select Save as view.
Open the new view’s menu and choose Edit view if you want to rename it or add conditions.

This shortcut saves only the selected Kind and Channel conditions, plus whether you were looking at open or closed tickets. History and closed custom views produce a closed view; other ticket lists produce an open view.

It does not copy:

The text in the search box.
Promised’s outstanding-promise restriction.
The conditions of the custom view you started from.
A Closed date range or other History table filters.

The shortcut names the view from the selected filter labels, chooses a filter icon, enables Pin to the inbox and sets Sort to By recent activity. Closed views still use newest closed first. For example, saving a Complaint filter while in Promised creates an open-complaints view, not a waiting-complaints view. Add Waiting on us = Yes in its editor if you need that restriction.

Create a custom view

Choose New view.
Enter a Name.
Choose the ticket state and add at least one condition.
Check the plain-language summary, sort and pin setting.
Choose Create view. When editing an existing view, choose Save view instead.

This dialog does not save automatically. Cancel or closing it discards unsaved changes.

Edit, pin or delete a view

Open the custom view’s actions menu.
Choose Edit view to change its definition, Pin to the inbox or Unpin to change its placement, or Delete view to remove it.
Save edits with Save view, or confirm deletion when asked.

Use History’s table or list

On a larger screen, History opens Ticket history as a table. Clicking a row opens its ticket alongside the History list. Use Table view above that list to return to the table. Phones use the list and a History options menu instead of squeezing in the table.

History excludes records with no customer need and rehearsal traffic. Its summary shows closed, resolved, unanswered and with-order totals for the active table filters. These are not necessarily the same as a temporarily searched list’s result count.

Choose columns and sort the table

Open Columns, the column-picker icon above the table.
Show or hide columns and drag them to change their order. The picker separates Visible and Hidden columns.
Choose Reset if you want the default columns again.
Click a sortable column heading to change the table’s order.

The default visible columns are Topic, Type, Handling, Outcome, Customer, Value and Closed. Opened and State are also available through the picker. Customer and Value cannot be sorted, and Value has no filter. The other columns provide their own filters; Type, Handling, Outcome and State use choice filters, Topic and Customer use text, and the date columns use date controls. Choosing Open in a State filter cannot add open tickets to History.

Column choices are personal, unlike shared custom views. History’s list remains newest closed first even when the table uses another sort.

Filter by the Closed date range

In the table, open the filter below Closed.
Choose the dates you need.
To remove just that range, reopen it and choose Clear dates.

The range includes both selected days in the business’s time zone, not the computer’s time zone. There is no default current-month restriction: without a Closed range, History covers all time. Other active table filters still apply. The toolbar’s clear-filters control clears the table filters together.

Closed custom views also have a Closed date-range control above their list. It narrows the saved rule; it does not become part of that rule. History’s phone list does not currently offer the table’s column and date-filter controls; use a larger screen to set those filters.

Export History to Excel or CSV

In the History table, set the column filters, sort and visible columns you need.
Open Export, the download icon above the table.
Choose Excel (.xlsx) or CSV (.csv).
Wait for the report to finish. The download starts automatically; if the browser blocks it, use Download on the report’s progress card.

On a phone, open History options and choose Export and a format.

An export uses the table filters, sort and selected visible columns captured when you request it, across the matching History results rather than just the current page. Later filter changes do not change that request. With no table filters, it exports all eligible closed tickets.

Important: the ticket list’s text search and its extra Kind/Channel chips are not History table filters and do not narrow the export. If you need a filtered file, use the table’s column filters before exporting. A closed custom view has neither a navigation count badge nor an export action today.

Settings

Custom view fields and defaults

Setting	What it does	New-view default
Name	The shared view’s name. Use 1–40 characters and a name not already used in this workspace; changing letter case alone does not make a different name.	Empty.
Change icon	Changes the symbol beside the name in Inbox navigation.	Star.
Ticket state	Chooses Open or Closed tickets.	Open.
Conditions	Narrows the selected ticket state using ticket facts or facts about its customer. At least one condition is required.	No conditions.
Sort	For open views: Longest wait first, By recent activity or Newest first. Newest means most recently opened, not most recently active. Longest wait puts tickets with an outstanding wait first; tickets without one follow them.	Longest wait first.
Sort for closed views	Always Newest closed first. There is no alternative sort selector.	Newest closed first.
Pin to the inbox	Pinned views appear ahead of unpinned custom views in the Inbox navigation. Turning it off does not delete or hide the view from the workspace.	On.
Who sees it	Everyone in the workspace is the only choice. Views are not private to their creator; access permissions still apply.	Everyone in the workspace.

All, any and groups

Use Add condition for a fact to check. Each condition has an attribute, a comparison and a value. Use Add group to combine conditions inside a group.

all means every condition in that group must match.
any means at least one condition in that group must match.
New groups start with all. On a phone, the choices are All conditions and Any condition. Tap a collapsed group to edit it.
You can use up to 10 conditions and two levels of groups: the main level plus one nested level. Use Remove condition or Remove group to remove an item.
In plain words summarizes the result. Check it before saving.

Ticket is Open or Ticket is Closed always applies and the editable conditions must match. Choosing any never includes both open and closed tickets.

For example: choose Open, then require all of Waiting on us = Yes and a group matching any of Kind = complaint or Kind = order support.

Available condition fields

Ticket conditions apply to the ticket. Customer conditions apply to the customer attached to it. Even a view made entirely of customer conditions still lists tickets, not customer profiles. Use Customers if you want a customer list.

Some checkbox choices in the condition editor currently appear as short English values, even in the Hebrew interface. The meanings below help you recognize them.

Ticket

Field	Meaning and choices
Kind	The ticket’s recorded kind: quick_answer (Quick answer), question (Question), complaint (Complaint), order_support (Order support), sales (Sales), booking (Booking), other (Other).
Waiting on us	Yes means an open promised task; No means no open promised task.
Opened	When the ticket opened.
Last activity	The ticket’s latest recorded activity.
Channel	Channels used by messages in this ticket: whatsapp, telegram, instagram, web (website chat). This is not a choice of a specific connected line.
Handled	Recorded involvement: autonomous (handled alone), staff_unavailable (no staff response), autonomous_approved (handled alone with approval), operator_directed (team directed: the team instructed the assistant without the customer seeing the team), staff_consulted (staff consulted), operator_steered (operator steered), human_answered (answered by a human). An open ticket may not have a recorded value yet.

Customer → Activity

Conversations — number of customer conversations.
Tickets — number of customer tickets.
First seen — when the customer was first seen.
Last message from the customer — the latest inbound customer message time.
Channels — channels present on the customer’s profiles, not just this ticket. Imported history may also appear here.
Language — the customer’s recorded language. Choices use language codes: he Hebrew, en English, ar Arabic, ru Russian, uk Ukrainian, fr French, es Spanish, de German, pt Portuguese, it Italian, nl Dutch, sv Swedish, no Norwegian, da Danish, pl Polish, tr Turkish, el Greek, am Amharic and bn Bengali.

Customer → Orders & service

Complaints and Compensations — counts of the customer’s recorded complaints and allowance records. See complaints and allowances.
Chat orders and Revenue from chat orders — orders and revenue attributed to the customer’s chats.
Store lifetime spend, Store orders, Average store order and Last store order — the customer’s recorded store purchase values, order count, average and latest order date.

Chat-order and store-purchase fields appear when the Shopify integration is active. They are different measures: chat-attributed purchases are not all store purchases. Missing store information is not a confirmed zero.

WhatsApp consent, Telegram consent and Instagram consent offer Yes, No and Unknown. Yes means recorded permission without suppression; No means messaging is suppressed; Unknown means permission is not established. Using a consent condition only filters the view. It does not grant permission to message anyone.

Customer → Labels & groups

Label — whether the customer has or does not have a selected customer label. It is offered only when the workspace has labels and you can view them.
In any customer group — Yes or No for membership in any active customer group.
In customer group — choose named customer groups from the offered list.
User source reports role — choose an observed role from a connected user source. Identical role names remain tied to their source.

These are staff-facing filters. Matching one does not grant the confirmed-only Who is this for audience or sharing consent.

Condition comparisons and starting values

Only comparisons appropriate for the chosen field are offered.

Field type	Comparisons	How to enter the value
Counts	more than, at least, fewer than, at most, between, exactly	Whole numbers. Between includes both ends.
Money	more than, at least, fewer than, at most, between	Choose Currency and an amount, up to two decimal places. Between includes both ends. Currencies are compared separately, not converted.
Dates	within the last … days, more than … days ago, before, after	A whole number of days or a date. Relative-day conditions move with time. Before/after use the business time zone.
A single recorded choice, such as Kind, Handled or Language	is, is not	Select one or more choices. Is matches any selected choice; is not excludes them.
Channel or Channels	includes any of, includes none of	Select the channels to include or exclude.
Waiting on us or In any customer group	is	Yes or No.
Consent	is	Yes, No or Unknown.
Label	has, does not have	Choose an existing label.

A newly selected count or money field starts at more than zero. A date field starts at within the last 7 days. Choice fields start with no choices selected. Yes/No and consent fields start at Yes. A label condition starts with the first available label. Always check these starting values after changing a field. The first offered currency is selected initially; check it rather than assuming it is your preferred currency.

What happens when…

You change a Promised ticket’s checklist

After you mark the last open promised task done, the selected ticket stays open in the center. Its row leaves the Promised list when the list refreshes, but omotto does not open another ticket for you. Choose the next ticket when you are ready. If another promised task is still open, the ticket stays in the list too.

A closed ticket still has an unchecked promise

Below the main Promised list, Closed, still unchecked contains closed tickets that still have an outstanding checklist item. The group appears only when all pages of the main Promised list have loaded, and only if there are matching closed tickets. It shows up to the 100 most recently closed matching tickets.

Scroll down through the main Promised list until its final page has loaded.
Expand Closed, still unchecked to review those tickets.

You can still update their checklist after close. An unchecked promise does not keep a ticket open, and ticking it after close does not rewrite the closing outcome. These closed tickets do not contribute to the Promised navigation badge.

The badge differs from the list

Mine, Unassigned, Promised and open custom views have navigation badges for their whole view. A temporary search or extra filter can make the visible list smaller without changing that badge.
Closed, still unchecked is not part of Promised’s badge.
Inbox, Open tickets, History and closed custom views do not have navigation count badges. A count inside a list or a group is a different count.
A ticket may match several custom views. Do not add their badges together to calculate unique tickets.

Customer information is missing

Customer-based conditions may need time for their information to be prepared or refreshed. Conditions on customer activity, purchases, consent or group membership do not match until that customer’s information is ready. Label membership is checked separately; a deleted label is not treated as proof that the customer does not have it.

An exclusion such as Handled is not a chosen value can include tickets with no recorded handling value. Once customer information is ready, exclusions on Language or Channels can also include missing values. A missing count, amount, date or Yes/No value is not treated as zero or No and does not match those comparisons.

You change or delete a shared view

These are shared workspace changes. Deleting a view removes its saved definition, not the tickets, conversations or customers it displayed. Pinning is also shared, not a personal favorite setting.

A view is locked or your plan changes

You need permission to view the Inbox to read its ticket views, and permission to manage Inbox views to create or change shared definitions. Label-based views also require permission to view labels. If you lack that permission, the view is locked; omotto does not show a wider list by ignoring its label condition. See workspace permissions.

Custom-view availability and the number you can save depend on your plan. If creation is blocked or a saved view is locked, ask the workspace owner to check access. A locked saved view retains its definition but does not run.

Troubleshooting

No matching tickets: remove Kind/Channel chips, clear the search text, check Open versus Closed, and check History’s table filters. An empty view is not proof that no conversation exists.
A view will not save: check the name is unique, the rule contains at least one condition, and its values are complete. There can be at most 10 conditions and two group levels. Check plan access if an upgrade notice appears.
A view is locked or actions are missing: ask the workspace owner to check your plan and permissions, including label access where relevant.
History changed after returning: it remembers list, filter and sorting state during navigation in the current browser tab. Returning from another view after a page reload does not restore remembered free-text searches. A search still present in the current page’s address can remain active. Check which filters are active rather than assuming a clean view.
Loading or export fails: retry. Contact support if the failure repeats, and describe the view and filters you were using without sending unnecessary customer information.