Helpdesk Custom Views
Helpdesk filters make it easy for Agents and Managers to quickly and easily find the right tickets. Filters can be used to search tickets by any field, such as project, reporter, assignee, or even project custom fields. Now Helpdesk Agents and Managers can save and share those selected filters as a custom view linked in the Helpdesk sidebar.
Save and Share Custom Views
To create a saved custom view follow these steps:
- Select the desired filters from the “filters” dropdown
- Open the “save this view” section at the bottom of the filters modal window
- Select the desired share options (i.e. individual, team, organization)
- Name the view
- Click the “save” button
The saved view should now show in the left sidebar under the “Ticket Views” section, below the divider. The custom views section displays five custom views by default, and hides the rest under the “Show all” option. Click the option to see all custom views to which your user has access.
Update a Custom View
Custom views can be updated at any time. Saved updates will be visible for all users who have access to the custom view. To update a custom view…
- Select the custom view you want to change in the Helpdesk sidebar.
- Open the filters dropdown
- Make the desired changes to the selected filters or sharing settings.
- Click the “Update” button to save your changes
After making changes to a view you will also notice there is a “Save as new” option. Use this option to create a new custom view from your current selection of filters without updating the original custom view.
Custom Views Sharing Permissions
Custom Views can be saved for personal use, or they can be shared with individual users, teams, or the entire organization (i.e. “everyone”). Helpdesk Agents only have permission to save views for themselves. Helpdesk Managers and Admins have permission to share filters with individuals, teams, or the entire organization.
Important Notes:
- Custom views that are shared with “everyone” are visible to all users with access to the Helpdesk. Be sure you want to share the filter and that you are using naming conventions that are acceptable for the whole organization.
- Saved custom views will only return tickets for users who have the correct permissions. If a user would not normally/does not have access to the tickets, the custom view will return an empty list.
If a Helpdesk Agent wishes to share a filter with another user, this is possible by copying and sharing the URL for the custom view from the address bar. Custom views define which filters to use as parameters in the URL. Anyone who visits the link created by the custom view can see that same collection of filters.
Renaming, Deleting, and Reordering Custom Views
To rename or delete saved custom views hover over the filter in the left sidebar, click on the three dot icon, and select the desired action. Note, deleting a saved filter view will delete the filter for anyone with whom the custom view has been shared
Only the owner/creator of the custom view will be able to rename or delete the custom view. Users are also able to customize the order of their custom views in the Helpdesk sidebar. Dragging a custom view will only re-order the views for that individual user.
Renaming
Only the owner can rename a custom view.
Deleting
Only the owner/creator can delete a custom view.
Re-ordering
To re-order the saved custom views first select the “Show all” option. Then simply drag and drop the custom view as desired. The order of custom views is saved per individual, and will not affect other users.