.Ticket Views vU15

A ticket view is a customized view of a table containing tickets, intended to help you and your agents to 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 also define who can view or modify the ticket view. 

Ticket views are of the following types:

• 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 go to 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 Configure tab, go to Ticketing > Tickets Config.
   The Ticketing Config window appears.
2. On the Views tab, on the VIEWS subtab, click New.
   The New Ticket Search View window appears.

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

   • Name: Name to identify the view.

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

   • Description: 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.

4. On the Design tab, specify values in the fields of the following sections, and then click Save.
   

   Section Descriptions

   Section	Description
   Specify Filter Criteria	Specify the values in the fields based on which you want the tickets to be filtered.
   Restrict Editors	If you want everyone to be able to modify the ticket view, select the Everyone option. If you want only certain users to be able to modify the ticket view, select the Users option, and then, in the Available Users section, select their names, and then click . If you do not want the selected users to be able to modify the ticket view, in the Selected Users section, select their names, and then click . You can revert all your changes by clicking .
   Select Fields to Display This section appears if you created the ticket view for the List type.	The items that appear in the Selected Columns section represent the columns in the table of tickets that appears when you select the ticket view. If you want to display additional columns in the ticket table, in the Available Columns section, select their names, and then click . If you want to hide certain columns from the ticket table, in the Selected Columns section, select the names of such columns fields, and then click . The order in which the items appear in the Selected Columns section represents the order in which they appear as columns in the ticket table. To modify the position of a column, in the Selected Columns section, drag the name of that column to the position you want.
   Restrict Visibility	If you want the ticket view to be visible to everyone, select the Everyone option. If you want the ticket view to be visible to only certain users, teams, or agents, select one of the following options, and then, in the Available Users section, select their names, and then click : Users: Indicates that the ticket view is visible to only the selected users. Teams: Indicates that the ticket view is visible to only the selected agent teams. Agents: Indicates that the ticket view is visible to only the selected agents. If you do not want the ticket view to be visible to the selected users, teams, or agents, in the Selected Users section, select their names, and then click . You can revert all your changes by clicking .

   The design of the ticket view is saved.