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.
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.
Which views you can see depends on the groups you belong to. Views are set up by administrators in Settings - see Setting up views.
Before you begin
You need:
- Access to the Help Desk (a role with ticket view permission).
- Membership of at least one group that has views attached to it, if you need shared team queues.
- Views already created for your workspace - if a queue you expect is missing, ask an administrator rather than assuming it was deleted.
Step 1 - Open the Help Desk
- Select Help Desk from the main navigation.
The Help Desk opens on Assigned To Me by default, so the tickets currently assigned to you are the first thing you see.
Step 2 - Use My Portal for your own work
On the left-hand panel, My Portal lists tickets assigned to you, broken down by status.
Typical items include:
- Assigned To Me - all tickets currently assigned to you
- My New, My Open, My Resolved, My Closed - the same set filtered by status (custom statuses appear the same way)
Ticket counts on My Portal items are shown straight away.
Use My Portal when you are working through your own queue. Use shared Views when you are picking up team or brand queues.
Step 3 - Select a shared view
Above My Portal, the left-hand panel lists the shared Views available to your groups.
- Select a view by name.
- The centre of the Help Desk shows every ticket that currently matches that view's conditions.
A view can be built around things like:
- A particular brand
- A customer category or priority
- A type of question
- A team or area of responsibility
- Status, channel, assignee, or tags
Because views are dynamic, a ticket can appear in a view after someone updates it - and leave again when it no longer matches.
Step 4 - Find a view when the list is long
If you have access to many views:
- Use Search Views at the top of the views list to find one by name.
- Select Show More if only the first batch of views is visible.
- Use Re arrange to drag views into an order that suits how you work, then Reset Positions if you want the default order back.
Your view order is saved for you locally - it does not change the order for other agents.
Step 5 - Reveal ticket counts on shared views
Shared views do not always show a ticket count up front.
- Select the eye icon beside a view.
- Pleased fetches and displays the current count for that view.
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.
Step 6 - Work with the ticket list
Selecting a view (or a My Portal item) shows the matching tickets in the centre of the page.
Columns
The columns on a shared view are defined when the view is created. Common columns include:
- Ticket ID
- Ticket subject
- Requester
- Assignee
- Request date
- Last update
- Channel
- Brand
- Priority
- Question category
Administrators can change a shared view's columns with Edit Columns. My Portal uses a fixed set of columns.
Sorting and page size
- Select a column header to sort where sorting is enabled.
- Change Items per page beneath the list - the default is 30, with larger page sizes available when you want to scan more at once.
Opening a ticket
Select any row to open the full ticket - conversation, properties, and history. See Ticket Page overview.
Step 7 - Search or filter from a view
Views are for working through a queue. When you already know what you are looking for:
- Use Search Tickets in the Help Desk.
- Optionally apply filters (status, channel, dates, and so on).
- Use Search in current view when you want results limited to the view you already had open.
Applying search or filters takes you to the search results list. For the full search behaviour, see Searching for tickets.
If a view is missing
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.
Agents do not create shared views from the Help Desk. Views are configured under Settings > Views by someone with view management rights. See Setting up views.
Troubleshooting
I cannot see the Help Desk. Your role needs ticket view permission. Ask an administrator to check your role.
The Help Desk opens empty / I only see Assigned To Me. 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.
A colleague sees a view I do not. You are not in a group that view is restricted to. Ask to be added to the right group.
A ticket I expect is not in the view. Its properties no longer match the view's conditions - open the ticket and check status, group, brand, category, tags, and assignee.
Ticket counts are missing next to views. Select the eye icon beside the view to load the count. My Portal counts appear without that step.
I keep running the same search every day. That repeated search is usually a view waiting to be created. Ask an administrator to set one up under Settings > Views.