In Outvio Desk, you can organize your tickets into folders. There are two types:
- Personal Folders: Private and visible only to you
- Company Folders: Shared across your entire team
Create Personal Folders
➡️ Go to Settings → Personal Folders
- Name your folder and (optionally) add an emoji for easier visual recognition
- Choose which channels (Email, Facebook, Instagram, WhatsApp - coming soon) should be shown
- Select the languages you'd like to filter by
- Add brands (if you're using multiple brands — how to configure brands)
- Assign tags to control which tickets appear in this folder
✅ Click Save when you’re done
🎉 Your personal folder is now ready!
Create Company Folders
Company Folders are visible to everyone in your team.
➡️ Go to Settings → Company Folders
They function like personal folders, with one difference: You can select which agents' tickets appear in each folder — perfect for coordinating responsibilities.
You’ll see all your folders listed in the Outvio Desk dashboard:
How to sort tickets into folders
🏷 Option 1: Manual tagging Select tickets, click the three-dot menu, and choose Add tag.
🔁 Option 2: Automatic tagging via routing rules Tags can be auto-applied to tickets using conditions you define.
👉 Learn more:
- How to create and use tags
- How to create routing rules
- How to handle support tickets