A view is a saved, condition-based list of tickets. Rather than every agent filtering the queue by hand, you define the queue once and share it with the groups that should work it.
Views are the main way work is organised in the helpdesk — the left-hand panel of the helpdesk is a list of them.
What a view is made of
Name — How agents find it. Clear names matter because agents may have many views.
Conditions — Which tickets appear. Any ticket matching them shows up automatically.
Columns — Which ticket fields are shown in the list.
Group access — Which groups can see the view.
A view is dynamic: tickets enter and leave as their properties change. Nobody moves tickets into a view.
Create a view
- Go to Settings.
- Open Views.
- Select Add view.
- Give it a clear, descriptive name.
- Add the conditions that define the queue.
- Choose the columns agents should see.
- Restrict it to the relevant groups.
- Save.
Useful conditions
Views are typically built around:
- A particular brand
- A specific customer category
- A priority or loyalty level
- A type of question
- A team or area of responsibility
- Status, channel, assignee, or tags
Columns
Available columns include:
- Ticket ID
- Ticket subject
- Requester
- Assignee
- Request date
- Last update
- Last update by requester
- Last update by assignee
- Channel
- Brand
- Priority
- Question category
- Agents with the right permission can adjust their own columns via Edit Columns in the helpdesk.
Shared views and personal views
- Shared views are configured centrally and restricted to groups. Use these for team queues.
- Personal views let an individual agent save their own filter set for their own workflow.
- Both behave the same way in the helpdesk.
Restricting access with groups
A view is only visible to the groups you attach it to. This is how sensitive queues — payments, fraud, VIP — stay restricted. Access follows group membership, so adding someone to the group grants the view immediately. See Creating groups.
Good practice
- Name views for the work, not the filter. "VIP — awaiting first reply" is easier to act on than "Priority=1 & Status=New".
- Keep the list short. A dozen well-chosen views beat forty overlapping ones.
- Do not build a view per agent. That is what My Portal is for.
- Order columns by what agents scan first — usually subject, requester, last update.
Troubleshooting
An agent cannot see a view. They are not in a group the view is restricted to.
A ticket is missing from a view. Its properties no longer match the conditions. Open the ticket and compare its fields against them.
The view is very slow to count. Ticket counts may be hidden by default — select the eye icon beside a view to fetch its current count on demand.