A queue that shows everything shows nothing useful. Filters narrow it, and saving a filter as a view means you don't rebuild it every morning.
The inbox comes with the ones most people need: everything, your own, unassigned, mentions, open, snoozed, closed, and conversations handled by bots. There's also Needs my input, which collects the conversations where an AI agent has stopped and asked a person a question.
That last one is worth a daily look if you run agents. A run waiting for an answer is a customer waiting too, and nothing else surfaces it.
The usual suspects — assignee, team, tags, priority, channel, creation date, the customer, words in the title — plus a few that are more interesting:
SLA breached — conversations that missed the target. The most useful filter on the list, and the one to check first each day.
Read status — unread versus read, so you can see what's new since you last looked.
Has an agent reply and agent state — for separating what the AI has already handled from what's still untouched.
Page URL — where the customer was when they wrote, which is how you spot that six people reported the same thing from the same screen.
Once a filter is useful, save it. A view keeps both the filter and the sort order, and lives on the ticket type you built it for — so a view for bugs doesn't clutter the conversation queue.
Gleap remembers which view you had open, so you return to your own working state rather than to the default list.
Open, unassigned, oldest first — the queue nobody has picked up, in the order it should be picked up.
SLA breached and still open — the list you clear before anything else.
Your team, open, sorted by priority — what your group is actually responsible for.
