Tags and filters are useful tools when it comes to finding specific groups of tickets. In HelpDesk, you can create your own sets of filters, and save them as ‘My Views.’ Then, you’ll be able to access them quickly in the left ticket navigation bar.
Choose the filters in the general ticket view. You can choose from the following parameters: creation date, last activity, status, agent, assignment, team, tag, and rating. Click the ‘Save view…’ button.
Enter the view name, and click the ‘Create’ button.
You’ll see your custom view in the ticket navigation bar on the left.
Click ‘Manage’ next to ‘My views’ in the ticket navigation bar. This action takes you to the ‘Settings’ section.
In this section, you can see all your views, the filter they are based on, and their creation date. You can also edit or delete your views.
To modify the filters that are used for a particular view, follow these steps:
- Go to the ticket dashboard.
- Open the view (click its name in the left navigation bar).
- Modify the filters using a dropdown menu above the ticket. Click the ‘Save view…’ button and then ‘Modify current view.’ The changes will be automatically applied.
Some views are essential for the whole team to achieve their goals. In the process of creating a view, admin can decide whether to share it or not.
To share the view during the view creation process, click the ‘Save as shared view’ option.
You can also share the view during editing in the ‘Settings’ section. Go to the ‘Settings’ section, choose ‘My views’ category, and click on the ‘Edit’ button in the selected view.
To check the shared views, go to the Settings and choose ‘My views’ category. You will see a list with your custom views and shared views.
When you see an exclamation mark next to the view’s name, it means that a tag that was used to create it had been removed.
It looks like this:
To fix this issue, remove this tag or change the set of filters, and click on the ‘Save view…’ button and then ‘Modify current view.’