Folders in Desk – Blip | Blip Help

Index

Context

Folders allow you to organize your open tickets in Desk into customized categories, making navigation and prioritization of service easier — especially when you have many open tickets at the same time.

With them, you can structure your routine by funnel stages, priority, customer type, product, or any logic that works best for your daily workflow.

When to use folders?

Folders are especially useful when you:

Have many tickets open simultaneously (e.g., 100+);
Need to revisit conversations throughout the day;
Work with longer cycles (e.g., sales or relationship management);
Organize service by priority, stage, or topic;

Instead of navigating through the entire list, you focus only on what matters at that moment.

General rules

Folders organize only open tickets;
They are personal (each agent organizes their own way);
They do not change service rules;
They function as a visual and operational organization.

How to use folders

1. Create a folder

Create categories to organize your tickets in the way that makes the most sense for your routine.

How to do it:

In the ticket list, click Create folder;
Define:
- Folder name;
- Identification color;
Click confirm.

The folder immediately appears in the list.

2. Move tickets to a folder

You can organize your tickets in two ways:

Dragging (drag & drop)
1. Simply drag the ticket to the desired folder.
Using the ticket menu (⋮)

Click the ticket menu
Select Move to
Choose the folder

3. View tickets by folder

When you open a folder, you see only the tickets inside it.

What you find:

Ticket count in the folder;
Automatically filtered list.

Ideal for working focused on a specific stage.

4. Manage folders

You can adjust your folders whenever you need.

Reorder folders
- Set the order in which they appear to prioritize your routine.
Folder menu

In the folder menu you can:
- Move all tickets

To another folder;
Out of folders;

Edit
- Name;
- Color;
Delete
- Removes the folder;
- Keeps the tickets (outside folders).

Suggested usage flow (example)

A common way to use folders daily:

Create folders by stage (e.g., Prospecting, Negotiation, Follow-up);
Organize tickets throughout the day;
Work folder by folder;
Reorganize as priorities change;

Current version limitations

Folders organize only open tickets;
No subfolders exist;
No automation by tags (organization is manual);
No usage reports at this stage;
No self-service activation (via team/flag);

How to activate Folders for agents?

To activate folders, go to Portal > Agents > Permissions and enable the feature for a specific agent or for multiple agents at once.

Frequently Asked Questions (FAQ)

What are ticket folders?

Folders allow you to organize open tickets within Desk into customized categories. Each agent can create folders and move their tickets into them to better organize their operation.
What are folders for?

Folders are mainly helpful in scenarios where an agent has many open tickets simultaneously. They allow organizing tickets by sales funnel stage, customer priority, product type, negotiation stage, or any organizational structure that makes sense for the agent.
Are folders shared among all agents?

No. Folders are personal. Each agent organizes tickets in the way that makes the most sense for their own work routine.
Is there a limit to folder creation?

Desk allows creation of up to 10 folders.
Can I create subfolders?

No. This version does not support subfolders.
How do I create a folder?

In the ticket listing area, there is a folder creation button. Clicking it opens a modal where the agent can define the folder name and choose a color.
Can I edit a folder after creating it?

Yes. You can change the folder name and color at any time through the folder's three-dot menu.
Can I delete a folder?

Yes. Deletion can be done via the folder's three-dot menu.
What happens when I delete a folder?

All tickets inside the folder remain. They just stop being organized inside that folder. You can move all tickets from one folder to another before deletion.
How do I move a ticket to a folder?

There are two ways: drag the ticket to the desired folder (drag and drop) or use the ticket's three-dot menu and select the move to folder option.
Can I move all tickets from a folder at once?

Yes. In the folder menu, there is an option to move all tickets to another folder or remove them from the current folder.
What happens when I close a ticket?

When a ticket is closed, it no longer appears in the folder because folders organize only open tickets.
Do folders organize closed tickets?

No. In this version, folders organize only tickets that are still open.
Can I see closed tickets inside folders?

No. Viewing closed tickets in folders is not yet available.
Do folders replace tags?

No. Folders are a visual way to organize tickets. They do not replace the use of tags.
Is it possible to automate folder organization using tags?

No. In this version, there is no automation between tags and folders. Ticket movement is manual.
Is there any report on folder usage?

Not in this version. There are no specific reports or dashboards on folder usage yet.
Can managers define a folder structure for the entire team?

Not in this first version. Each agent creates and organizes their own folders.
Does the feature change Desk’s current operation?

No. All existing features continue to work normally, such as ticket transfer, message sending, and closing service.
Is there any impact for those who do not use folders?

No. If the agent does not use folders, the Desk experience remains exactly the same as it is now.
How do I know if the feature is already available to me?

If the feature is enabled for your user, the folder creation button will appear in the ticket interface.
I activated the feature but the folders button did not appear. What should I do?

First, refresh the page using Ctrl + Shift + R to clear the cache. If it still does not appear, log out and log back into Desk.
Is there a limit to the number of tickets per folder?

There is no defined limit for the number of tickets inside a folder.

Need more help? Explore our content at Blip Academy or Blip Community, watch tutorials on our YouTube channel, or ask questions in our support channel 😃