You can create views to organize your tickets into lists based on certain criteria. You can manage your views by editing, deleting, or deactivating them as needed. You can also export a view to a CSV file or share a link to a view.
Editing a view
You can edit and clone views. Cloning a view creates a copy that you can modify and use for some other purpose. If using custom roles, agents will need to be permitted to add and edit personal, group, and global views (see Creating custom agent roles). Agents will receive an error message if not given the permission.
To edit a view from the Views management page
- Click the Admin icon (
) in the sidebar, then select Manage > Views.
- Hover your mouse over the view you want to edit, then click the options
menu (
) and select Edit view.
- Modify the title, conditions, formatting, and availability as needed.
- When you are finished, click Save.
To edit a view from the views list
- Click the Views icon (
) in the sidebar, then select a view.
- Click the options menu in the upper right, then select Edit.
- Modify the title, conditions, formatting, and availability as needed.
- When you are finished, click Save.
Deleting and deactivating a view
If you decide that you no longer need a view you can either delete it or deactivate it. Deleting it of course means that it's gone and can't be retrieved. You can instead deactivate views. Deactivated views are listed in a separate table on the Views page and can be reactivated if needed.
To deactivate or activate a view
- Click the Admin icon (
) in the sidebar, then select Manage > Views.
- Hover your mouse over the view you want to deactivate, then click the options menu icon
(
) and select Deactivate.
The view is moved to the Inactive tab. To reactivate the view, select it from the list of inactive views and select Activate.
If you decide to permanently delete a view, you must first deactivate it as described above.
To delete a view
- Click the Admin icon (
) in the sidebar, then select Manage > Views.
- Click the Inactive tab.
- Hover your mouse over the view you want to delete, then click the options menu icon
(
) and select Delete.
- Click Delete view to confirm the deletion.
Exporting a view to a CSV file
Community tip! Check out Serge's community tip for exporting views in our Community.
To export a view to a CSV file
- Click the Views icon (
) in the sidebar, then select a view.
- Click the options menu in the upper right, then select Export as CSV.
You'll receive an email notification containing a download link for your CSV file. The email is sent to your primary email account in your user profile.
Sharing a view
You can share a link to a view with other agents. Normal access permissions based on the availability set for the view apply to the users who click the link.
To share a link to a view
- In Support, open the view you want to share.
- From your web browser address bar, copy the URL to the view.
You can now share this URL with other agents.
1 Comments
Good morning, if the views are not editable for the Essential version, it makes no sense for the ticket fields to be customisable either. Without customization there is no possibility to make an extraction in CSV format of the personal data stored in the system.
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