Views are a way to group tickets based on certain criteria. You can access your views list and open any view to see the tickets associated with that view. You views list includes your active default views, plus a limited number of custom views.
On Essential, you can use default views, but you cannot modify them in any way and you cannot create any custom views. On Team, Professional, and Enterprise, you can use or modify the default views, as well as create your own custom views (see Using views to manage ticket workflow).
About default views
There is a pre-defined set of views provided by default for the essential day-to-day support workflow. These include:
- Your unsolved tickets
- Unassigned tickets
- All unsolved tickets
- Recently updated tickets
- Unsolved tickets in your groups (not available on Essential)
- New tickets in your groups (not available on Essential)
- Pending tickets
- Recently solved tickets
Opening a view
Views are displayed as a list in the Views pane. The first 12 of your shared views and 8 of your personal views appear in the list. If you have additional views, you can access them by clicking More at the bottom of the list. To change the order views appear in, see Reordering views.
- Click the Views icon () in the sidebar, then select a view from the list.
The view opens and displays the associated tickets.