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 ViewsLink to 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 ViewLink to 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 ViewLink to 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.