Conversation Folders in Support Portal are saved filter views that persist as sidebar entries, providing immediate access to specific subsets of conversations. They enable supervisors and Agents to maintain standing views of operationally significant conversation groups — such as all escalated tickets for a particular Team, or all unresolved conversations older than 24 hours.
Operational Objective
Rather than re-applying filter criteria each session, Conversation Folders allow you to define a filter configuration once and access its results on demand. Each folder dynamically evaluates its filter criteria, ensuring the conversation list always reflects current data.
For details on available filter types and operators, refer to Conversation Filters.
Creating a Conversation Folder
Step 1: Open the Filter Interface
From the conversation list view within the Support Portal Dashboard, select the filter icon at the top of the conversation list panel.
Step 2: Define Filter Criteria
The filter configuration interface presents fields for filter type, comparison operator (equal to, not equal to, present, not present), and value. Combine multiple filter conditions as needed to define the target conversation set.
Apply the configured filters by selecting Apply Filters. The conversation list updates to display only matching results.
Step 3: Save the Filtered View as a Folder
After verifying the filtered results, select Save at the top of the conversation list panel.
Step 4: Name the Folder
The system presents a naming dialog. Provide a descriptive name that reflects the operational purpose of the folder (for example, "Escalated — Billing Team" or "Unresolved > 24h"). Confirm to create the folder.
Accessing Saved Folders
Saved Conversation Folders appear in the primary sidebar under the Folders section. Select any folder to immediately load its filtered conversation view.
Removing a Conversation Folder
To remove a Conversation Folder, locate the folder entry in the sidebar and select the delete icon adjacent to its name. A confirmation prompt appears; select Yes, Delete to permanently remove the folder.
Expected System Behavior
- Folder contents are evaluated dynamically; conversations that no longer match the filter criteria are automatically excluded.
- Each user's folders are scoped to their own view and do not affect other users in the workspace.
- Deleting a folder removes only the saved filter view. The underlying conversations are not affected.
- There is no limit on the number of Conversation Folders a user can create.