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Help Center›Using Atlas (For Agents)›Inbox & tickets›How to create and manage custom inboxes
Table of contents
  • Overview
  • How to create a custom inbox
  • Conditions and values by field type
  • Example: Jane's tickets from known customers
  • How to edit, download or delete a custom inbox
  • FAQs & Troubleshooting
  • Why don't I see a ticket in my custom inbox?
  • Why don't I see custom fields in the list?
  • Can I edit "My tickets", "Unassigned", "Archived", "Pending", "Snoozed", "Failed to send" or "All"?
  • Can Viewers create custom inboxes?

    • How to create and manage custom inboxes

    Last updated November 3, 2026

    Who can use this feature?
    Admins and Agents. Viewers can only view the custom inboxes shared with them.

    Overview

    A custom inbox is a saved ticket view that appears next to the default inboxes: "My tickets", "Unassigned", "All", "Pending", "Snoozed", "Archived" and "Failed to send". You build it with filters, and every ticket that matches them, including new ones, appears in the inbox. To learn what each default inbox shows, read:  How to manage tickets in the inbox .

    Related articles:
    •  How to manage tickets in the inbox: Work with tickets in any inbox view.
    •  Tags and tag groups: Create the tags you can filter by.
    •  How to create and manage routing rules: Send tickets to the right team automatically.

    How to create a custom inbox

    1. Go to  "Inbox"  and click "+Add inbox". The search opens.
    2. Clear the search box, so only your filters decide which tickets appear.
    3. Click the "+" icon and select a field. Fields are grouped by type (see the tabs below).
    4. Choose a condition and a value. Both depend on the type of field you selected (see "Conditions and values by field type" below).
    5. To add another filter, click "+" again.
    6. Choose how the filters combine: "All" or "Any".
    7. Click "Create Inbox".
    8. Enter a name, select the teammates who can see the inbox in "Viewable By" and click "Create Inbox". You can select individual users, not teams.

    The new inbox appears with your other views in the Inbox.

    TicketCustomerAccountSessionEvent

    "Ticket base fields": Data every ticket has, such as the assignee, channel, status, priority, tags or creation date.

    "Ticket custom fields": The ticket fields your team created, for example "Order number" or "Reason for contact". Only appears if your team has created ticket custom fields.

    Example: Ticket.Channel is Email

    "Customer base fields": Data about the person who wrote in, such as their email, city or whether they are a visitor.

    "Customer custom fields": The customer fields your team created, for example "Plan" or "Loyalty tier". Only appears if your team has created customer custom fields.

    Example: Customer.IsVisitor is False

    "Account base fields": Data about the customer's company, such as its name or domain.

    "Account custom fields": The account fields your team created, for example "Contract type" or "Account owner". Only appears if your team has created account custom fields.

    Example: Account.Name is Acme

    "Session base fields": Data from the customer's session recordings, for example what happened during their visit.

    "Event base fields": Data from the events your app sends to Atlas, such as a checkout or a signup.

    Conditions and values by field type

    The conditions you can choose, and how you enter the value, change with the type of field:

    Field typeConditionsHow you enter the valueExample
    List"is", "is one of", "is not"Select one or more options from a list"Ticket.Assignee" is Jane
    Text"is", "is one of", "is not", "contains", "does not contain"Type the value"Customer.Email" contains @acme.com
    True/False"is"Select True or False"Customer.IsVisitor" is False
    Date"on", "before", "after", "in last", "before last"Pick a date, or enter a number of days"Ticket.Created" in last 7 days
    Number"==", ">", "<", ">=", "<="Type a number"Ticket.Csat" >= 4
    Important:
    •  Use "All" when every filter must match (AND). Use "Any" when one matching filter is enough (OR). Click the option to switch between them.
    •  A custom inbox is a saved search. It shows every ticket that matches its filters, including new tickets, so you don't have to move tickets into it.

    Example: Jane's tickets from known customers

    SettingValue
    Filter 1"Ticket.Assignee" "is" Jane
    Filter 2"Customer.IsVisitor" "is" False
    Match"All"
    Viewable ByThe teammates who should see it

    With "All", the inbox shows Jane's tickets from known customers only. With "Any", it shows Jane's tickets and every ticket from a known customer.

    How to edit, download or delete a custom inbox

    You can only edit, download or delete custom inboxes. The default inboxes ("My tickets", "Unassigned", "All", "Pending", "Snoozed", "Archived" and "Failed to send") can't be changed.

    Hover over the inbox in the Inbox and click its options icon (⋮). Then:

    • "Edit Filter": Add, change or remove filters, then click "Save". The inbox updates right away.
    • "Edit Details": Change the "Inbox Name" or who can see it in "Viewable By", then click "Save".
    • "Download Inbox": Get a copy of the tickets in the inbox. Atlas emails it to you once it's ready. Click "Okay" to close the confirmation.
    • "Delete Inbox": Click "OK" to confirm.
    Warning:
    A deleted inbox can't be restored. Deleting it removes only the view: the tickets stay in Atlas.

    FAQs & Troubleshooting

    Why don't I see a ticket in my custom inbox?

    The ticket doesn't match the filters. Check each filter and whether the inbox uses "All" or "Any".

    Why don't I see custom fields in the list?

    Custom fields only appear if your team has created them. Admins create them in  "App Configuration > Data > Custom fields" .

    Can I edit "My tickets", "Unassigned", "Archived", "Pending", "Snoozed", "Failed to send" or "All"?

    No. "My tickets", "Unassigned", "All", "Pending", "Snoozed", "Archived" and "Failed to send" are default inboxes and can't be edited, downloaded or deleted. Only custom inboxes can.

    Can Viewers create custom inboxes?

    No. Viewers can only see the custom inboxes shared with them in "Viewable By".

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