Folders on Desk

Index

1. Context 
2. When to use folders? 
3. General rules 
4. How to use folders 
5. Suggested usage flow (example) 
6. Current version limitations 
7. Frequently Asked Questions (FAQ)

Context 

Folders allow you to organize your open tickets in Desk into personalized categories, facilitating navigation and service prioritization — 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 life.

When to use folders? 

Folders are especially useful when you:

• Have many open tickets simultaneously (e.g., 100+); 

• Need to resume conversations throughout the day; 

• Work with longer cycles (e.g., sales or relationships); 

• Organize services by priority, stage, or theme; 

Instead of browsing through the entire list, you work focused only on what matters at that moment.

General rules 

• Folders only organize 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:

1. In the ticket list, click on Create folder; 

2. Define: 

• Folder name; 

• Identification color; 

3. Click confirm. 

The folder appears immediately in the list.

2. Moving tickets to a folder 

You can organize your tickets in two ways:

• Dragging (drag & drop) 

  Simply drag the ticket to the desired folder. 

• Via the ticket menu (⋮) 

1. Click on the ticket menu 

2. Select Move to 

3. Choose the folder

3. Viewing tickets by folder 

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

What you will find:

• Ticket counter in the folder; 

• Automatically filtered listing. 

Ideal for working with a focus on a specific stage.

4. Managing folders 

You can adjust your folders whenever you need.

• Reordering folders 

  • Define 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 the folders; 

  • Edit 

    • Name; 

    • Color; 

  • Delete 

    • Removes the folder; 

    • Keeps the tickets (outside the folders).

Suggested usage flow (example) 

A common way to use folders in daily life:

1. Create folders by stage (e.g., Prospecting, Negotiation, Follow-up); 

2. Organize tickets throughout the day; 

3. Work folder by folder; 

4. Reorganize as priority changes;

Current version limitations

• Folders only organize open tickets; 

• There are no subfolders; 

• There is no automation by tags (organization is manual); 

• There are no usage reports in this phase; 

• There is no self-service activation (via team/flag).

Frequently Asked Questions (FAQ) 

1. What are ticket folders? 

   They are personalized categories to organize open tickets in Desk. 

2. Are folders shared between agents? 

   No. Each agent has their own folders. 

3. Is there a folder limit? 

   Yes. It is possible to create up to 10 folders. 

4. Can I edit a folder later? 

   Yes. Name and color can be changed at any time. 

5. Can I delete a folder? 

   Yes. The tickets continue to exist and remain without a folder. 

6. Can I move multiple tickets at once? 

   Yes. Through the folder menu, you can move all of them. 

7. What happens when I close a ticket? 

   It stops appearing in the folder. 

8. Do folders replace tags? 

   No. They complement the organization. 

9. Can it be automated by tags? 

   Not yet. The organization is manual. 

10. Is there a folder report? 

    Not yet in this version.

     

For more information, visit the discussion on the subject at our community or videos on our channel. 😃