) in the sidebar.
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. The views list includes up to 100 active standard and shared team views and up to 10 personal views.
Admins and agents with permission can use or modify the standard views, as well as create shared team views and personal views. Agents can use the standard views, any shared team views to which they have access, and create their own personal views. (see Creating views to build customized lists of tickets).
About standard views
There is a pre-defined set of views provided 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
- New tickets in your groups
- Pending tickets
- Recently solved tickets
Opening a view
Views are displayed as a list in the Views pane. The first 100 of your shared views and 10 of your personal views appear in collapsible lists. If you've categorized your views, they appear in the folder structure you defined.
Additionally, you can view your suspended and deleted tickets at the bottom of the list.
-
In Support, click the Views icon () in the sidebar.
Views are separated into shared and personal, if you've created personal views.
- Select a view from the list.
Use the arrow (
) to collapse the views in
the shared or personal list. If you have more
views than appear, click Manage views at
the bottom of the list to access them. You can
change the
order views appear in, if needed.
The view opens and displays the associated tickets. Archived tickets are not shown in views. You can sort and filter tickets in a view as needed.
