A ticket view is a customized table containing tickets that is intended to help you and your agents easily segment, find, track, prioritize, or manage tickets without the need for a manual search. You can define a ticket view based on the properties of a ticket and provide access permissions to the users to view and modify the ticket.

Types of Ticket Views

The following describes the types of ticket views:

  • Dashboard: Ticket views of this type appear as options in the Select a predefined view field in a ticket dashboard window.
  • List: Ticket views of this type appear as options in the Select a predefined view field on the Tickets tab that appears when you click Ticketing > Tickets on the Configure tab.
    For agents and agent teams, ticket views appear as options in the Select a predefined view field in the ticket list section on their Agent Desktops.

Creating and Designing a Ticket View

To create and design a ticket view:

  1. On the Views tab, click New.
    The New Search View window appears.

  2. Specify values in the following fields, and then click Save:

    • Name: Identifies the view.
    • Description: Provides a description of the view. This field is optional.
      The ticket view is created and appears in the Design tab to enable you to design the view.

  3. Double-click and open the view you just created.

  4. On the Design tab, specify values in the fields.

    For information about the fields, see the Subtabs Used When Designing a View topic in the Product Documentation Library.

  5. Click Save.
    The design of the ticket view is saved.

    In the Ticketing Config window, on the Views tab, you can:

    • Preview a ticket view by double-clicking the row displaying the view and then clicking the Preview tab.
    • Modify, copy, or delete a ticket view by selecting the row displaying the view and then using Edit, Copy, or Delete, respectively.
    • Modify the design of a ticket view by double-clicking the row displaying the view.
    • View a summary of all changes made to a ticket view by double-clicking the row displaying the view and then clicking the Change History tab.
    • Filter the ticket views by entering in the Filter box the text based on which you want to filter the views.

Managing a View

You can view your tickets by specifying the criteria in the Filter Criteria tab. By default, the Filter Criteria tab consists of a few fields. You can specify your choices in the fields and save the changes. For more information on managing a view, see Managing a View and for additional information on using the Filter Criteria, see Advanced Filter Criteria.

The Summary section displays the following:

  • Filter Criteria: All the selected criteria appear.
  • Fields to Display: All the fields that are present in the Filter Criteria tab will appear.
  • Restrict Editors: If the ticket contains any restricted editors, then the name will appear.
  • Restrict Visibility: If the ticket contains any restricted visibility, then the name will appear.