SLA views and saved views
Prioritize by SLA status, sort by urgency, and save inbox filters as shared or personal views.
Knowing your targets is only useful if the conversations closest to breaching float to the top. Hark's SLA views and saved views are how you keep the team working the right conversation next.
Prioritizing by SLA
The inbox can filter and sort by SLA status, so you can pull up exactly the conversations that are at risk, critical, or already breached, and order them by how much of the target is left. This turns "who should I help next" from a guess into a sorted list.
Saved views
A saved view is an inbox filter and sort you name and keep. It stores the same set of filters the SLA list understands (state, assignee, team, tag, priority, SLA status) plus a sort order.
Saved views come in two kinds:
- Shared views are visible to the whole workspace. A manager creates these to give the team a common set of queues to work (for example, "Breaching first response" or "Unassigned urgent").
- Personal views belong to one agent. Anyone who can work the inbox can save their own.
Views are ordered so the ones you use most sit first. Because a view is just a stored filter, it always reflects live data: open it and you see the matching conversations as they are right now.