[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:fr":36,"kb:categories:1:fr":37,"kb:brandArticles:1:0:fr":38,"kb:articleDetails:106:fr":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":55,"category":59,"relatedArticles":62,"relatedTagsArticles":70},{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"title":49,"body":50,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":51,"createdBy":52,"updatedAt":53,"updatedBy":52,"tags":32,"includeForAi":19,"authorName":54},106,16,"Using Views","\u003Cp>A view is a saved, filtered list of tickets. Instead of scanning every ticket in the workspace, you open a view and see only the tickets that match its conditions - for example a brand, a priority, a category, or a team queue.\u003C\u002Fp>\u003Cp>Views are how work is organised in the Help Desk. Tickets move in and out of views automatically as their properties change. You do not move tickets into a view yourself.\u003C\u002Fp>\u003Cp>Which views you can see depends on the groups you belong to. Views are set up by administrators in Settings - see Setting up views.\u003C\u002Fp>\u003Ch2>Before you begin\u003C\u002Fh2>\u003Cp>You need:\u003C\u002Fp>\u003Cul>\u003Cli>Access to the Help Desk (a role with ticket view permission).\u003C\u002Fli>\u003Cli>Membership of at least one group that has views attached to it, if you need shared team queues.\u003C\u002Fli>\u003Cli>Views already created for your workspace - if a queue you expect is missing, ask an administrator rather than assuming it was deleted.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Step 1 - Open the Help Desk\u003C\u002Fh2>\u003Col>\u003Cli>Select Help Desk from the main navigation.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The Help Desk opens on Assigned To Me by default, so the tickets currently assigned to you are the first thing you see.\u003C\u002Fp>\u003Ch2>Step 2 - Use My Portal for your own work\u003C\u002Fh2>\u003Cp>On the left-hand panel, My Portal lists tickets assigned to you, broken down by status.\u003C\u002Fp>\u003Cp>Typical items include:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Assigned To Me\u003C\u002Fstrong> - all tickets currently assigned to you\u003C\u002Fli>\u003Cli>\u003Cstrong>My New\u003C\u002Fstrong>, \u003Cstrong>My Open\u003C\u002Fstrong>, \u003Cstrong>My Resolved\u003C\u002Fstrong>, \u003Cstrong>My Closed\u003C\u002Fstrong> - the same set filtered by status (custom statuses appear the same way)\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Ticket counts on My Portal items are shown straight away.\u003C\u002Fp>\u003Cp>Use My Portal when you are working through your own queue. Use shared Views when you are picking up team or brand queues.\u003C\u002Fp>\u003Ch2>Step 3 - Select a shared view\u003C\u002Fh2>\u003Cp>Above My Portal, the left-hand panel lists the shared Views available to your groups.\u003C\u002Fp>\u003Col>\u003Cli>Select a view by name.\u003C\u002Fli>\u003Cli>The centre of the Help Desk shows every ticket that currently matches that view's conditions.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>A view can be built around things like:\u003C\u002Fp>\u003Cul>\u003Cli>A particular brand\u003C\u002Fli>\u003Cli>A customer category or priority\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>\u003Cp>Because views are dynamic, a ticket can appear in a view after someone updates it - and leave again when it no longer matches.\u003C\u002Fp>\u003Ch2>Step 4 - Find a view when the list is long\u003C\u002Fh2>\u003Cp>If you have access to many views:\u003C\u002Fp>\u003Col>\u003Cli>Use Search Views at the top of the views list to find one by name.\u003C\u002Fli>\u003Cli>Select Show More if only the first batch of views is visible.\u003C\u002Fli>\u003Cli>Use Re arrange to drag views into an order that suits how you work, then Reset Positions if you want the default order back.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Your view order is saved for you locally - it does not change the order for other agents.\u003C\u002Fp>\u003Ch2>Step 5 - Reveal ticket counts on shared views\u003C\u002Fh2>\u003Cp>Shared views do not always show a ticket count up front.\u003C\u002Fp>\u003Col>\u003Cli>Select the \u003Cstrong>eye icon\u003C\u002Fstrong> beside a view.\u003C\u002Fli>\u003Cli>Pleased fetches and displays the current count for that view.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Counts are loaded on demand so the Help Desk stays fast when you have many views. My Portal items already show their counts without this step.\u003C\u002Fp>\u003Ch2>Step 6 - Work with the ticket list\u003C\u002Fh2>\u003Cp>Selecting a view (or a My Portal item) shows the matching tickets in the centre of the page.\u003C\u002Fp>\u003Ch3>Columns\u003C\u002Fh3>\u003Cp>The columns on a shared view are defined when the view is created. Common 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>Channel\u003C\u002Fli>\u003Cli>Brand\u003C\u002Fli>\u003Cli>Priority\u003C\u002Fli>\u003Cli>Question category\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Administrators can change a shared view's columns with Edit Columns. My Portal uses a fixed set of columns.\u003C\u002Fp>\u003Ch3>Sorting and page size\u003C\u002Fh3>\u003Cul>\u003Cli>Select a column header to sort where sorting is enabled.\u003C\u002Fli>\u003Cli>Change Items per page beneath the list - the default is 30, with larger page sizes available when you want to scan more at once.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3>Opening a ticket\u003C\u002Fh3>\u003Cp>Select any row to open the full ticket - conversation, properties, and history. See Ticket Page overview.\u003C\u002Fp>\u003Ch2>Step 7 - Search or filter from a view\u003C\u002Fh2>\u003Cp>Views are for working through a queue. When you already know what you are looking for:\u003C\u002Fp>\u003Col>\u003Cli>Use Search Tickets in the Help Desk.\u003C\u002Fli>\u003Cli>Optionally apply filters (status, channel, dates, and so on).\u003C\u002Fli>\u003Cli>Use Search in current view when you want results limited to the view you already had open.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Applying search or filters takes you to the search results list. For the full search behaviour, see Searching for tickets.\u003C\u002Fp>\u003Ch2>If a view is missing\u003C\u002Fh2>\u003Cp>Views are restricted to groups. If a colleague can see a view and you cannot, you are not in a group that view is attached to - ask your administrator to add you, rather than assuming the view was deleted.\u003C\u002Fp>\u003Cp>Agents do not create shared views from the Help Desk. Views are configured under \u003Cstrong>Settings > Views\u003C\u002Fstrong> by someone with view management rights. See Setting up views.\u003C\u002Fp>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>\u003Cstrong>I cannot see the Help Desk.\u003C\u002Fstrong> Your role needs ticket view permission. Ask an administrator to check your role.\u003C\u002Fp>\u003Cp>\u003Cstrong>The Help Desk opens empty \u002F I only see Assigned To Me.\u003C\u002Fstrong> That is expected if no tickets are assigned to you yet. Open a shared view to pick up team work, or wait for assignments and routing to land tickets on you.\u003C\u002Fp>\u003Cp>\u003Cstrong>A colleague sees a view I do not.\u003C\u002Fstrong> You are not in a group that view is restricted to. Ask to be added to the right group.\u003C\u002Fp>\u003Cp>\u003Cstrong>A ticket I expect is not in the view.\u003C\u002Fstrong> Its properties no longer match the view's conditions - open the ticket and check status, group, brand, category, tags, and assignee.\u003C\u002Fp>\u003Cp>\u003Cstrong>Ticket counts are missing next to views.\u003C\u002Fstrong> Select the \u003Cstrong>eye icon\u003C\u002Fstrong> beside the view to load the count. My Portal counts appear without that step.\u003C\u002Fp>\u003Cp>\u003Cstrong>I keep running the same search every day.\u003C\u002Fstrong> That repeated search is usually a view waiting to be created. Ask an administrator to set one up under Settings > Views.\u003C\u002Fp>\u003Ch2>\u003Cbr>\u003C\u002Fh2>\u003Cp>\u003Cbr>\u003C\u002Fp>","2026-09-16T11:50:16.000+00:00",15,"2026-09-16T11:51:03.000+00:00","Kaan Sarilar",[56],{"id":48,"brandId":18,"categoryId":57,"parentSectionId":32,"position":48,"title":58,"description":58,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},5,"Using the Helpdesk",{"id":57,"brandId":18,"position":57,"title":60,"description":61,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Ticket Management","Test 2",[63,64,67],{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":49,"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":65,"brandId":18,"sectionId":48,"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},107,"Searching for tickets",{"id":68,"brandId":18,"sectionId":48,"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},108,"Adding tickets",[]]