Hi @Support InvestMates, It’s Mat from the Support Engineering Team
 

To add a view where you can see the conversations where you are waiting for a customer to reply, you can create a Help Desk view with specific filters. Here's how you can do it:

• Define a set of filters that will show all conversations or tickets where the customer's response is pending.
• Once you create the Views, you and your teammates can pin the Views that are most important to you.
• You can also reorder the Views by clicking and dragging them if needed.

Remember, if you can't find Views on your sidebar, you can go to 'Edit sidebar' at the bottom of the navigation menu to pin this folder back on the sidebar. For more detailed instructions on setting up these filters, you can check out the article on organizing your Help Desk with custom views and folders here: Organize your Help Desk with custom views and folders.