Managing your views

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Team, Professional, or Enterprise

Location: Admin Center > Workspaces > Agent tools > Views

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 reordering views, see Accessing and using the Views admin page.

This article covers the following topics:

• Editing a view
• Deleting and deactivating a view
• Sharing a view

Related articles:

• Accessing your views of tickets
• Exporting a view of tickets to a CSV file

Editing a view

You can edit and clone views. Cloning a view creates a copy you can modify and use for other purposes. 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.

You can edit an existing view by modifying the title so that it's categorized into a folder structure in the Agent Workspace. See Categorizing your views.

To edit a view from the Views management page

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. Click the name of the view you want to open for editing.
3. Modify the title, conditions, formatting, and availability as needed.
4. When you are finished, click Save.

To edit a view from the views list

1. In Support, click the Views icon () in the sidebar, then select a view.
2. Click the Actions menu in the upper right, then select Edit view.

   

3. Modify the title, conditions, formatting, and availability as needed.
4. When you are 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. 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

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. Hover your mouse over the view you want to deactivate, then click the options menu icon () and select Deactivate view.

   The view is moved to the Inactive tab. To reactivate the view, select it from the list of inactive views and select Activate view.

If you decide to permanently delete a view, you must first deactivate it as described above.

To delete a view

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. Click the Inactive tab.
3. Hover your mouse over the view you want to delete, then click the options menu icon () and select Delete view.
4. 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

1. In Support, open the view you want to share.
2. From your web browser address bar, copy the URL to the view.

You can now share this URL with other agents.