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. The views list includes up to 30 active standard and shared team views and up to 10 personal views.

Admins 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).

This article contains the following sections:

• About standard views
• Opening a view

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 30 of your shared views and 10 of your personal views appear in collapsible lists. If you have additional views, you can access them by clicking Manage views at the bottom of the list. Additionally, you can view your suspended and deleted tickets at the bottom of the list.

Note: On Enterprise plans, admins can create or update custom roles to limit agents to the previous default amount of views, which was 12 shared and 8 personal views. See Creating custom agent roles.

To change the order views appear in, see Reordering views. 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.

  

  Note: Your views are separated into shared and personal lists. Use the arrow () to collapse the views in the list. This can help you find the view you’re looking for more quickly.

  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. If you're on an Enterprise plan, you may not be able to filter views depending on how your admin has set up your role. Light agents can't filter views. 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.