You will learn
Learn how to set up and save a custom, filtered view of metrics (”profile events”) within an Inbox ticket’s activity log. Saving a filtered metric view as your default helps you quickly focus on relevant customer events, which can make ticket resolution easier and more efficient.
Klaviyo Helpdesk ("Inbox") is a part of Klaviyo Service and is currently in public beta. While this product remains in beta, functionality is not complete, and will be subject to change frequently throughout the beta period. By enabling Inbox through the onboarding workflow, you agree to the beta terms and conditions as provided in your contract with Klaviyo. While this feature is free during the beta period, it will be sold separately upon launch to general availability.
You must have Customer Hub enabled to join the Inbox beta. If you are not in the Customer Hub beta, join here. Note that you must be on a paid Klaviyo email plan to be approved. Participation in this beta is currently available in English for those who operate a Shopify Online Store; headless themes are not supported at this time.
For feedback about Inbox functionality, email customerhub@klaviyo.com.
Before you begin
If you’re new to using Inbox tickets, we recommend reviewing our Guide to the Klaviyo Inbox before proceeding.
About metric views for inbox tickets
In the Klaviyo Inbox, each ticket’s Overview pane displays information about the customer, including an activity log of their tracked profile events. By default, this log includes all events Klaviyo has tracked for that customer, however not all may be relevant when troubleshooting customer issues.
You can filter the activity log to only display specific events that are relevant to managing your Inbox tickets (e.g., Viewed Product, Started Checkout, Refunded Order, etc.). Saving this filtered view makes it your default view for the activity log of all Inbox tickets.
Save a default view of filtered metrics
To set a new default view of the activity log for your Inbox tickets:
- In Klaviyo’s main navigation, select Conversations > Inbox.
- Click into any ticket to open it.
- In the Overview pane, click on the # of events.
- Open the All events dropdown and select the specific metrics you want to display.
- Click Save view, then refresh the page.
Once you save this view, only the metrics you selected will display in the activity log. This filtered view becomes your default for all Inbox tickets you open, and persists until changed. You can change the view anytime by unselecting and reselecting metrics from the All events dropdown menu and saving the changes.
Note that this saved view is unique to the user who set it. Other users will continue seeing all events in the activity log until they save a filtered view. Each user managing tickets in your Klaviyo account must set their own filtered view.
In the activity log, events are organized by date, or you can select the 3 dots menu on a specific metric in the timeline to view more detailed information about it.
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