How to Create Views in Gorgias (Team & Personal)

What a View actually is

A View in Gorgias is a dynamic list of tickets defined by one or more filters. It isn't a folder you drag tickets into — it's a live query that re-runs every time you look at it, so a ticket appears in a View the moment it matches the conditions and drops out the moment it doesn't. That's the whole trick: you describe the kind of work you care about once, and Gorgias keeps the list current for you.

There are two flavours, and the difference is who sees them. A Shared View appears in everyone's sidebar and is meant to organise the whole team's work — "Unassigned email," "Returns," "VIP customers." A Private View appears only in your sidebar and is meant for your personal workflow — "My open tickets due today," "Stuff I'm waiting on a warehouse reply for." If you want the deeper conceptual tour of how Views and Sections fit together, we cover it in Gorgias Views explained; this guide is the hands-on build.

Step 1: Open the View editor

Everything starts from the tickets area. Per Gorgias' Manage Views and Sections documentation, you create a View straight from the sidebar.

1. Click the Tickets (Inbox) icon in the left navigation bar.
2. In the sidebar, hover over the Shared views heading (for a team queue) or Private views heading (for a personal one).
3. Click the plus icon that appears, then select Create view.
4. Give the View a name — make it a verb-or-noun an agent understands at a glance ("Urgent email triage," not "View 3") — and pick an emoji if you'd like a visual marker in the sidebar.

One permission note before you go further: only Admins and Lead Agents can create Shared Views; any agent can create Private Views. So if you don't see the plus icon next to Shared views, that's the reason — you'll need an admin to build the team-wide queue.

Step 2: Add your first filter

A View is only as useful as the filter behind it. Gorgias' Create filters for Gorgias Views and Advanced Search documentation defines every filter as three parts: the attribute (the field you're matching, like Status or Channel), the operator (how it's compared — is, is not, is one of), and the value (what it's compared against — Open, Email, Urgent).

1. Click Add Filter.
2. Pick an attribute from the menu — for example Channel.
3. Choose an operator. The operators update dynamically to fit the attribute you picked: Channel offers is / is not / is one of, Tags offer contains all of / contains one of / does not contain any of, and Assignee offers is / is empty / is not empty.
4. Pick a value — for example Email.

That single condition already gives you a working View: every email ticket, live-updating.

Step 3: Stack conditions into a triage queue

The real power shows up when you combine filters. Gorgias joins multiple conditions with AND logic, so each filter you add narrows the list. The documentation's own worked example is Status is Open AND Channel is Email AND Priority is not Low, which returns exactly the open, normal-to-urgent email tickets a triage lead wants to see first.

To build a triage queue of your own, add filters one at a time:

1. Start broad — Channel is Email.
2. Add Status is Open so closed tickets stop cluttering the lane.
3. Add a priority or tag condition — Priority is not Low, or Tag contains one of: urgent, escalation — to float the tickets that can't wait.
4. Watch the live preview update as you go: Gorgias shows the matching tickets right there, so you can confirm the filter behaves before you save.
5. Click Create View.

That preview is the part worth slowing down for — it's how you catch a filter that's too tight (empty list) or too loose (everything's in it) before an agent ever relies on the queue.

Step 4: Order the sidebar so the most urgent lane is on top

A View nobody scrolls to is a View nobody works. You can rearrange Views by dragging and dropping them in the sidebar, so put the queue that matters most — the urgent triage lane, the unassigned pile — at the top. One caveat: Shared Views can only be re-ordered by Admins and Lead Agents, and because that order is visible to everyone, a change you make reshuffles the sidebar for the whole team. Private Views you can order however you like without affecting anyone else.

If you're running a lot of Views, group related ones into Sections (an ecommerce team might have a "Post-purchase" section holding Returns, Refunds, and WISMO). Shared Sections, like Shared Views, are admin-and-lead territory.

A worked example: three ecommerce triage lanes

Here's how a mid-sized store might translate its workflow into Shared Views. The pattern to copy isn't the exact filters — it's the shape: one lane per job, ordered by urgency.

Notice the recurring ingredients — Status is Open on almost every lane (nobody triages closed tickets), a Tag condition to route by topic, and a Channel or Assignee condition to scope by lane or person. Get your tagging discipline right and half your Views build themselves, because the tags are the routing logic.

The honest limits — and where an AI layer picks up

Gorgias Views are genuinely good at what they do: they're fast, live-updating, and dead simple to reason about. But notice what a View is — a sorter. It organises tickets into lanes; it does not work them. A triage View can surface the ten urgent emails in perfect order and it still can't read a single one, understand the customer's problem, or draft the reply that clears it. Every ticket in every View still lands on a human who has to do the reading and writing.

A View also can't reason about content the way it reasons about metadata. It filters on Status, Channel, Tag, Assignee, Priority — the fields Gorgias already knows. If a ticket is an urgent chargeback threat but nothing tagged it as such, no View will float it, because the urgency lives in the words, not the metadata. This is where Gorgias Rules help — they can auto-tag on keywords so your Views have something to filter on — but Rules match patterns, not meaning.

That's the seam where an AI agent layer fits, and it's worth being clear-eyed about the build-versus-buy tradeoff before you reach for one. The broader category of AI agents for customer service exists precisely to do the reasoning-heavy work a filter can't. Macha is one such layer: it runs on top of the Gorgias you already use as a native connector — it does not replace your help desk, and it doesn't touch your Views, Rules, or macros. Macha reads and writes the same tickets your Views organise: understanding a WISMO ticket by intent rather than a tag, looking up the real order status through a custom tool that turns your Shopify or shipping API into something the agent can call, and drafting or posting a grounded reply so the urgent lane clears instead of just growing.

The honest contrast on cost is worth stating plainly: Gorgias' own AI Agent bills per resolution, while Macha's credits are consumed per AI action — see the pricing breakdown — so you're paying for work done, not charged a flat fee every time a ticket happens to close. The clean division of labour: keep Gorgias Views as the source of truth for how the queue is organised, and layer an agent on top for the part a filter can't do — actually answering the tickets it sorts.

FAQ

How do I create a View in Gorgias? Click the Tickets (Inbox) icon, hover over the Shared views or Private views heading in the sidebar, click the plus icon, and choose Create view. Name it, add one or more filters (attribute + operator + value), watch the live preview, then click Create View.

What's the difference between Shared and Private Views? A Shared View appears in everyone's sidebar and is for organising the whole team's work; only Admins and Lead Agents can create or edit them. A Private View appears only in your own sidebar and is for your personal workflow; any agent can create one.

How many Views can I have? Per Gorgias, admins and lead agents can create up to 500 Shared Views per helpdesk, and each user can create up to 20 Private Views. Confirm the current limits against your own plan, as Gorgias occasionally updates them.

Can I combine multiple filter conditions? Yes. Multiple filters combine with AND logic, so each condition narrows the list — for example Channel is Email AND Status is Open AND Priority is not Low returns only the open, higher-priority email tickets.

Can I add AI to Gorgias Views without replacing Gorgias? Yes. An AI agent layer like Macha connects to Gorgias as a native connector and runs on top of your existing help desk, Views, Rules, and macros — it doesn't replace any of them. It helps work the tickets your Views organise by drafting or sending grounded replies and reasoning by intent, while Gorgias stays the system of record for how the queue is sorted.

Ready to help your agents clear the triage lane instead of just watch it fill? Start a free trial of Macha and connect it to your Gorgias in minutes.