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6.20. Example: Custom Team Inbox

Updated: 3 Sep 2026, 09:37 PM EDT

Scenario

A team wants an inbox-style queue of unassigned requests in their category that members can claim directly.

Why this works

This is the system Inbox scoped to one category. The Take it column puts a button on each row that assigns the request and opens it in one click — that button is a column, not a setting, which is the part people hunt for and don't find.

If you are not an administrator

The Permission group… option is administrator-only. A non-admin sees My group: [name] instead, which shares with their own group and nothing else. If the team you want is not your own group, an administrator has to set the sharing.

Setup

On the Filter tab. Each condition is added with the + icon (Add condition) below the condition box; none of them needs a sub-condition group.

Filter Name: Account Inquiries Inbox
Match all:
- Open/Closed → open
- Category Is Account Inquiries
- Assigned to Is Unassigned
Tick Display count in Workspace
Who else can view this → Permission group…, and pick the team's group

On the Options tab:

Columns To Display — add the Take it column
Order: Date Opened, Ascending

Category, status and reporting tag names in this example are placeholders — substitute the ones your installation actually uses.

Resulting logic

Open = Yes
AND Category = Account Inquiries
AND Assigned to = Unassigned

Knowledge Tags

Related Pages

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