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 share a link to a view with other agents.
If you're looking for information about filtering, sorting, or ordering views, see Accessing and using the Views admin page.
Editing a view
You can edit a view to rename it, adjust conditions, change formatting, or update availability. Agents can only edit views for their own personal use. Admins and agents in custom roles with permission can edit personal views, as well as shared views for use by multiple agents.
You can categorize views into a folder structure in the Agent Workspace. See Categorizing your views.
To edit a view from the Views admin page
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views. - Click the name of the view you want to open for editing.
Alternatively, click the options menu (
) of the view and select Edit. The option to clone a view is also available in the options
menu. - Modify the title, conditions, formatting, and availability as needed.
- When you're finished, click Save.
To edit a view from the views list
- In Support, click Views (
) in the sidebar, then select a view. - Click the Actions menu in the upper right, then select Edit view.
- Modify the title, conditions, formatting, and availability as needed.
- When you're finished, click Save.
Deleting and deactivating a view
You can delete or deactivate a view if you no longer need it. Deleting it means that it's gone and can't be retrieved.
To deactivate or activate a view
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views.
- Hover your mouse over the view you want to deactivate, then click the options menu
() and select Deactivate.
To reactivate the view, select a filter with inactive status and the appropriate availability, click the options menu of the view, and select Activate.
If you decide to permanently delete a view, you must first deactivate it as described above.
To delete a view
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views.
- Click Filter and select the Inactive status and the appropriate availability.
- Hover your mouse over the view you want to delete, then click the options menu () and select Delete.
- Click Delete view to confirm the deletion.
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.