LV23 Pop-Out Help

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titleCreating and Designing a Ticket View

To create and design a ticket view:

  1. On the Views tab, on the VIEWS subtab, click New.
    The New Ticket Search View window appears.

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

    • Name: Identifies the view.

    • Type: Indicates the type of ticket display (that is, ticket dashboard or ticket list) to which the view is applicable.

    • Description: Provides a description of the view. This field is optional.
      The ticket view is created and is available on the VIEWS subtab. The Design tab appears to enable you to design the view.

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

    Info

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

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

    Tip

    In the Ticketing Config window, on the Views tab, on the VIEWS subtab, 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.

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The Settings tab enables you to define how a ticket and associated fields are uploaded to LiveVoxthe platform. You can define the acceptable values for different fields within ticketing.

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titleGeneral Settings

You can update the following options in the General section:

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titleBulk Ticket Upload

If you want a ticket that already exists in LiveVox the platform that needs to be overwritten when the same ticket is uploaded to LiveVoxthe platform, in the General section, select the  Bulk Ticket Upload checkbox. Otherwise, clear the checkbox.

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titleMentions to Followers

If you want to communicate to the ticket followers about updates made to the ticket, in the General section, select the Mentions to Followers checkbox. You enable that when an agent is assigned to a ticket they automatically are added as a follower of a ticket and will get all updates on the ticket.

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