[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:af-NA":36,"kb:categories:1:af-NA":37,"kb:brandArticles:1:0:af-NA":38,"kb:articleDetails:89:af-NA":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageNumber":35,"pageSize":40,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":53,"category":57,"relatedArticles":60,"relatedTagsArticles":86},{"id":47,"brandId":18,"sectionId":40,"categoryId":32,"title":48,"body":49,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":50,"createdBy":51,"updatedAt":50,"updatedBy":51,"tags":32,"includeForAi":19,"authorName":52},89,"Setting up views","\u003Cp>A \u003Cstrong>view\u003C\u002Fstrong> 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.\u003C\u002Fp>\u003Cp>Views are the main way work is organised in the helpdesk — the left-hand panel of the helpdesk is a list of them.\u003C\u002Fp>\u003Ch2>What a view is made of\u003C\u002Fh2>\u003Cp>\u003Cstrong>Name\u003C\u002Fstrong> — How agents find it. Clear names matter because agents may have many views.\u003C\u002Fp>\u003Cp>\u003Cstrong>Conditions\u003C\u002Fstrong> — Which tickets appear. Any ticket matching them shows up automatically.\u003C\u002Fp>\u003Cp>\u003Cstrong>Columns\u003C\u002Fstrong> — Which ticket fields are shown in the list.\u003C\u002Fp>\u003Cp>\u003Cstrong>Group access\u003C\u002Fstrong> — Which groups can see the view.\u003C\u002Fp>\u003Cp>A view is dynamic: tickets enter and leave as their properties change. Nobody moves tickets into a view.\u003C\u002Fp>\u003Ch2>Create a view\u003C\u002Fh2>\u003Col>\u003Cli>Go to \u003Cstrong>Settings\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Open \u003Cstrong>Views\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Add view\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Give it a clear, descriptive name.\u003C\u002Fli>\u003Cli>Add the \u003Cstrong>conditions\u003C\u002Fstrong> that define the queue.\u003C\u002Fli>\u003Cli>Choose the \u003Cstrong>columns\u003C\u002Fstrong> agents should see.\u003C\u002Fli>\u003Cli>Restrict it to the relevant \u003Cstrong>groups\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Save.\u003C\u002Fli>\u003C\u002Fol>\u003Ch3>Useful conditions\u003C\u002Fh3>\u003Cp>Views are typically built around:\u003C\u002Fp>\u003Cul>\u003Cli>A particular brand\u003C\u002Fli>\u003Cli>A specific customer category\u003C\u002Fli>\u003Cli>A priority or loyalty level\u003C\u002Fli>\u003Cli>A type of question\u003C\u002Fli>\u003Cli>A team or area of responsibility\u003C\u002Fli>\u003Cli>Status, channel, assignee, or tags\u003C\u002Fli>\u003C\u002Ful>\u003Ch3>Columns\u003C\u002Fh3>\u003Cp>Available columns include:\u003C\u002Fp>\u003Cul>\u003Cli>Ticket ID\u003C\u002Fli>\u003Cli>Ticket subject\u003C\u002Fli>\u003Cli>Requester\u003C\u002Fli>\u003Cli>Assignee\u003C\u002Fli>\u003Cli>Request date\u003C\u002Fli>\u003Cli>Last update\u003C\u002Fli>\u003Cli>Last update by requester\u003C\u002Fli>\u003Cli>Last update by assignee\u003C\u002Fli>\u003Cli>Channel\u003C\u002Fli>\u003Cli>Brand\u003C\u002Fli>\u003Cli>Priority\u003C\u002Fli>\u003Cli>Question category\u003C\u002Fli>\u003Cli>Agents with the right permission can adjust their own columns via \u003Cstrong>Edit Columns\u003C\u002Fstrong> in the helpdesk.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Shared views and personal views\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>Shared views\u003C\u002Fstrong> are configured centrally and restricted to groups. Use these for team queues.\u003C\u002Fli>\u003Cli>\u003Cstrong>Personal views\u003C\u002Fstrong> let an individual agent save their own filter set for their own workflow.\u003C\u002Fli>\u003Cli>Both behave the same way in the helpdesk.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Restricting access with groups\u003C\u002Fh2>\u003Cp>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 \u003Cstrong>Creating groups\u003C\u002Fstrong>.\u003C\u002Fp>\u003Ch2>Good practice\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>Name views for the work, not the filter.\u003C\u002Fstrong> \"VIP — awaiting first reply\" is easier to act on than \"Priority=1 & Status=New\".\u003C\u002Fli>\u003Cli>\u003Cstrong>Keep the list short.\u003C\u002Fstrong> A dozen well-chosen views beat forty overlapping ones.\u003C\u002Fli>\u003Cli>\u003Cstrong>Do not build a view per agent.\u003C\u002Fstrong> That is what My Portal is for.\u003C\u002Fli>\u003Cli>\u003Cstrong>Order columns by what agents scan first\u003C\u002Fstrong> — usually subject, requester, last update.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>\u003Cstrong>An agent cannot see a view.\u003C\u002Fstrong> They are not in a group the view is restricted to.\u003C\u002Fp>\u003Cp>\u003Cstrong>A ticket is missing from a view.\u003C\u002Fstrong> Its properties no longer match the conditions. Open the ticket and compare its fields against them.\u003C\u002Fp>\u003Cp>\u003Cstrong>The view is very slow to count.\u003C\u002Fstrong> Ticket counts may be hidden by default — select the \u003Cstrong>eye icon\u003C\u002Fstrong> beside a view to fetch its current count on demand.\u003C\u002Fp>","2026-08-21T16:04:34.000+00:00",16,"Manu Ustenko",[54],{"id":40,"brandId":18,"categoryId":55,"parentSectionId":32,"position":40,"title":56,"description":56,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},3,"\tWorkspace Management",{"id":55,"brandId":18,"position":55,"title":58,"description":59,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Getting Started","Getting Started with Pleased",[61,64,67,70,73,76,79,80,83],{"id":62,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":63,"titleTranslated":32,"position":62,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},83,"Creating brands",{"id":65,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":66,"titleTranslated":32,"position":65,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},84,"Creating groups",{"id":68,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":69,"titleTranslated":32,"position":68,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},85,"Creating roles for teammates",{"id":71,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":72,"titleTranslated":32,"position":71,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},86,"Creating templates",{"id":74,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":75,"titleTranslated":32,"position":74,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},87,"Language configuration",{"id":77,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":78,"titleTranslated":32,"position":77,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},88,"Setting up automations",{"id":47,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":48,"titleTranslated":32,"position":47,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},{"id":81,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":82,"titleTranslated":32,"position":81,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},90,"Using the Slack integration",{"id":84,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":85,"titleTranslated":32,"position":84,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},91,"Your workspace settings",[]]