Gorgias Views Explained (Shared, Personal & Smart Views)

What a View actually is

A Gorgias View is a dynamic saved filter, not a folder. Per the Gorgias documentation, a single ticket can appear in multiple Views at once — it isn't physically relocated, it simply surfaces in every View whose conditions it matches. If a ticket is open, on the email channel, and tagged return, it will show up in your "Open email" View and your "Returns" View simultaneously. Close it and it silently drops out of both.

That's the mental model to hold onto: Views don't own tickets, they describe them. This is also why people call them "smart views" — they behave like smart folders that re-evaluate themselves every time the underlying tickets change. To see where Views sit in the wider product, it helps to have a picture of what Gorgias is as an ecommerce help desk first; Views are the organising layer on top of that inbox.

Every View is built from one or more filters, and every filter has the same three parts.

The anatomy of a filter: attribute, operator, value

Gorgias' filters documentation breaks a filter into three pieces:

• Attribute — the field you're filtering on: Status, Channel, Priority, Tags, Assignee user, Assignee team, Customer, Store, Language, Created, Updated, Last message, and quality signals like CSAT Score, Auto QA Score, and AI Agent feedback.
• Operator — how the attribute is compared: is, is not, and time-based comparisons for the date attributes.
• Value — the actual condition you're matching against, e.g. open, email, or a specific tag.

You can stack multiple filters, and they combine with AND logic — each filter narrows the result further. A View defined as Status is open AND Channel is email AND Priority is not low returns only open email tickets that aren't low priority. There's no native OR between filters within a single View, so genuinely disjoint conditions ("returns OR refunds") usually mean either a broader tag or two separate Views.

How to create a View, step by step

The flow is quick once you know where it lives. Following the Gorgias help center:

1. Click the dropdown menu in the top-left corner and select Inbox.
2. Hover over either Shared views or Private views in the sidebar, click the plus icon, and choose Create view.
3. Give the View a name and, optionally, an emoji so it's scannable in the sidebar.
4. Click Add Filter, pick an attribute, choose an operator, and select a value.
5. Add more filters if you want to narrow further (remember: they AND together).
6. Click Create View.

The View appears in your sidebar immediately and starts populating with matching tickets. You can reorder Views and group them into sections to keep a long sidebar navigable.

Shared vs Private: who sees what

The single most important decision when you make a View is its scope, because it determines who it's for and who can change it.

Shared Views are the team-wide queues. They're created and edited only by Admins and Lead Agents, they appear in everyone's sidebar under the Shared views section, and their visibility can be set to Public (every agent sees it) or Shared with specific teams or users. These are your operational backbone: "Unassigned tickets," "VIP orders," "Awaiting Shopify refund," "CSAT below 3." Because only admins and leads can edit them, they stay consistent — an agent can't accidentally rewrite the filter that the whole team routes off.

Private Views are personal. Any agent can create one, it lands only in their own sidebar, and no one else sees it. This is where an agent builds their own working queue — "My open tickets, oldest first" or "Tickets I snoozed for today." They're perfect as a personal to-do list without cluttering the shared workspace.

Those limits are worth remembering: up to 500 Shared Views across the helpdesk and up to 20 Private Views per user, per the Gorgias documentation. Five hundred is generous, but it's also a warning — restraint beats volume.

View-based agent productivity: a few patterns that work

Views earn their keep when they map to how agents actually work a shift. A handful of patterns that hold up in ecommerce support:

• Channel-split queues. "Open email," "Open chat," "Open social" as separate Shared Views so agents can batch by medium instead of context-switching every ticket.
• A triage View for the unassigned pile. Status is open AND Assignee user is empty gives you the pool that needs distributing — the single most useful queue for a team lead.
• WISMO isolation. A Tags is where-is-my-order View concentrates the "where is my order?" volume that dominates most Shopify inboxes, so it can be worked (or automated) as a block.
• Quality follow-up. CSAT Score is below 3 or a AI Agent feedback View surfaces conversations that need a human second look after the fact.

The honest limits — where Views stop

Views are genuinely one of the best-executed parts of Gorgias, and this isn't a knock on them. They're fast, transparent, and dynamic in exactly the way you'd want. But it's worth being clear-eyed about what a View is and isn't.

A View organises tickets; it doesn't act on them. It's a filter, full stop. It will faithfully gather every "Returns" ticket into one queue, but it won't read them, look up the order, decide whether the return window is still open, or write the reply. Every ticket in every View still lands on a human. If a View "Awaiting first response" has 60 tickets in it at 9am, the View has done its whole job — the 60 replies are still yours to write.

Filters combine with AND, not OR. Anything genuinely disjoint has to be modelled with tags or split across multiple Views, which can multiply your sidebar. Related automation lives in Gorgias Rules and reusable replies in Macros, but those are separate features — a View itself has no actions attached.

AI on top of Views is powerful but billed per outcome. Gorgias' own AI Agent (Automate) can work a queue, but its pricing is per resolution — roughly $0.90–$1.00 per automated resolution, with overages higher, and each AI resolution also counts as a helpdesk ticket, a double-count that has surprised more than one team on their invoice. That model can be great when automation lands cleanly, but it ties your cost directly to a "resolution" definition you don't fully control.

This is the seam where an AI agent layer fits — and it's worth understanding the wider category of AI agents for customer service before reaching for one. Macha is one such layer: it runs on top of the Gorgias you already use through a live native connector — it does not replace Gorgias, its inbox, or its Views. You point Macha at the same tickets a View gathers, and it does the reasoning-heavy part the filter can't: reading a "Returns" queue, looking up the order status through a custom tool that turns your backend API into something the agent can call, and drafting or sending a grounded reply. Crucially, Macha's credits are consumed per AI action, not per resolution — an honest contrast with Gorgias' per-resolution AI billing, and a different way of thinking about cost when outcomes are hard to define. The Macha–Gorgias integration walks through connecting the two, and the pricing page has the credit model in full.

The clean division of labour: keep Gorgias Views as the source of truth for how work is organised and queued, and layer an agent on top for the part a filter can't do — actually clearing the queue.

FAQ

What is a View in Gorgias? A View is a dynamic saved filter that groups tickets matching conditions you define (like status, channel, or tag). Tickets aren't moved — a single ticket appears in every View whose conditions it matches, and drops out automatically when it no longer matches.

What's the difference between Shared and Private Views? Shared Views are created and edited only by Admins and Lead Agents and appear in everyone's sidebar (or for chosen teams/users) — they're for team-wide queues. Private Views can be created by any agent, appear only in that agent's own sidebar, and are ideal as a personal to-do list.

How many Views can I create in Gorgias? Per the Gorgias documentation, a helpdesk can have up to 500 Shared Views, and each user can create up to 20 Private Views of their own.

How do filters work in a Gorgias View? Each filter has three parts — an attribute (e.g. Status), an operator (e.g. "is"), and a value (e.g. "open"). You can stack multiple filters, and they combine with AND logic to progressively narrow which tickets the View returns.

Can I add AI to Gorgias Views without replacing Gorgias? Yes. An AI agent layer like Macha connects to Gorgias through a live native connector and runs on top of your existing inbox and Views — it doesn't replace them. It reads the tickets a View gathers and drafts or sends grounded replies, with credits billed per AI action rather than per resolution.

Ready to turn your best Views into cleared queues instead of just organised ones? Start a free trial of Macha and connect it to your Gorgias in minutes.