Accessing your views of tickets

Fastpath: Views icon () 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. You views list includes your active default views, plus a limited number of custom views.

You can use or modify the default views, as well as create your own custom views (see Using views to manage ticket workflow).

This article contains the following sections:

• About default views
• Opening a view

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
• 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 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 Manage views at the bottom of the list. To change the order views appear in, see Reordering views.

Tip: If you're trying to reorder the tickets within a view, not the list of views itself, see I can't reset the order of tickets in my view after selecting a column header.

To select and display a view

• Click the Views icon () in the sidebar, then select a view from the list.

  

  The view opens and displays the associated tickets.

  

  You can sort the view in ascending or descending order by clicking the sort icon () on certain column headers. Reset the sort order on the view by clicking Reset sort order. You can also filter a view (see Filtering tickets in a view to refine results).

Note: Tickets are automatically archived 120 days after they are closed. Archived tickets are not shown in views. This helps views to display faster. See About ticket archiving.