Custom Folders functionality
Custom Folders are great for organizing conversations. Use a Folder anytime you want quick and easy access to a particular group of conversations.
Conversations and Custom Folders
Conversations can be added to Custom Folders for example by adding a special tag to the conversation or Custom Folders may show conversations by Status or Assignee.
Conversations will be displayed in the Custom Folder and also will be present in one of the default folders: Unassigned, Mine, Assigned, Closed or Spam.
In Custom Folders settings you can choose how you want the folder’s counter to function: count all conversations or count only active conversations. In “Settings » General” you can allow individuals to manage customer folders:
Limitations
Custom folder name length is limited to 15 symbols.
