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.
How to create a custom view
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 “Save view…”.
Enter the view name, and click “Create”.
You’ll see your custom view in the ticket navigation bar on the left.
How to manage views
Click “Manage” next to “My views” in the ticket navigation bar. This action takes you to Settings.
In this section, you can see all your views, the filter they are based on, and their creation date. You can also rename or delete your views.
How to change the set of filters for an existing view
To modify the filters that are used for a particular view, follow these steps:
- Open the view (click its name in the left navigation bar).
- Modify the filters using a dropdown menu above the ticket. Click Save view… > Modify current view. The changes will be automatically applied.
Why is there a warning next to my view’s name?
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 Save view… > Modify current view.