When you’re reviewing your workload, you might notice that the number of open tickets shown in the “Open Tickets” custom view is different from what you see in your Inbox folders or in All conversations.
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This is expected behaviour and is usually related to how Auto-labels are configured in your workspace.
What’s happening?
The “Open Tickets” view shows all conversations that match the criteria for being considered open, regardless of whether they appear in your inbox or not.
However, some Auto-labels are configured to remove certain conversations from the inbox. For example, tickets automatically labeled as “Shipping-issues” might be hidden from your main inbox, but they are still open tickets and therefore still counted in the “Open Tickets” view.
So:
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Open Tickets view = all open tickets, including those moved out of the inbox by Auto-labels
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Inbox / All conversations = only the conversations that are set to be shown in the inbox
This is why the numbers don’t always match.
How to change this behaviour
If you want certain labeled tickets to appear (or not appear) in your inbox, you can adjust this from the Auto-label settings.
Follow these steps:
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Go to Settings.
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Click on Autolabel.
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Open the specific Autolabel you want to edit (for example, Marketing & Sales).
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Look for the option:
“Show in Inbox – Keep these conversations in your inbox. Uncheck to move them to an ‘Other’ view.” -
Depending on your needs:
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Checked ✅: Conversations with this label will stay in your inbox and count both in Open Tickets and in your Inbox/All conversations views.
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Unchecked ⬜️: Conversations with this label will be moved to an “Other” view. They remain open, so they still appear and are counted in Open Tickets, but not in your inbox.
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When should I change this?
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If you want all open tickets visible in your inbox:
Make sure “Show in Inbox” is checked for the relevant Auto-labels. -
If you want to keep some open tickets out of your main inbox (e.g., marketing, low-priority leads):
Leave “Show in Inbox” unchecked. You’ll still see them in Open Tickets, but they won’t clutter your inbox.
This gives you flexibility: you can keep your inbox focused on what matters most, while still maintaining an accurate overview of all open tickets via the “Open Tickets” view.