Predefined and Custom Activity Views - New UI

Predefined and Custom Activity Views

The Activities module is where you can create and keep track of all the tasks, meetings, demos, calls, and events. Each activity has vital information on the start time, duration, priority level, status, and other parameters that can be accessed from within an activity. You can neatly organize the numerous activities by using the list views.
 
Zoho Desk provides you with a list of pre-defined activity views that can be used out of the box. You can also create custom activity views according to your requirements. Likewise, administrators can create shared activity views that can be accessed by all of the agents in your Help Desk.

Accessing Activity List Views

Activity list views can be accessed from the home screen:
  1. Click the Activities module.
  2. In the Activities Home page, click All Views from the left panel to select a standard list view to view the activities (i.e., tasks, events, and calls) underneath it.
    The 'All Activities' view will be displayed during your first access. The system will thereon remember your last seen View and lists the same during subsequent  access.
Following are the standard activity list views that are available in Zoho Desk:
  1. All Activities
  2. All Canceled Activities
  3. All Completed Activities
  4. All Missed Calls
  5. All Open Activities
  6. My Activities
  7. My Canceled Activities
  8. My Completed Activities
  9. My Missed Calls
  10. My Open Activities
  11. My Overdue Activities
  12. My Team Activities
  13. Overdue Activities
  14. Spam Activities
  15. Today + Overdue
  16. Todays's Activities
You must click the subject of a task, event, or call to view its details.


Creating Custom Activity List Views

You can create custom activity list views by defining criteria as per your requirement. The custom views will be listed on the left panel, following the standard views.

To create a custom list view

  1. Click the Activities module. 
  2. On the Activities Home page, click the Plus icon ( ) located next to Activities on the left panel.



  3. In the Create Custom View page, enter the custom View Name.
  4. Specify the criteria to filter the activities.
  5. Specify the visibility for this custom view.
    You can choose between Only me, All agents, and Specific agents.
  6. Click Create.


List View Criteria that are available

In the Filter Criteria section, you must specify the criteria based on which the activities will be filtered under the view. The following table lists the criteria options for certain types of fields:



Here are some tips to get you started:
  1. Age in Days option is very useful for the Date and DateTime fields. It can be used to filter activities that were created within the last 7 days or those that are overdue in the past 30 days.
  2. You cannot edit the standard activity views that are provided in Zoho Desk. You may add a custom view to address any specific requirements.
  3. You can right click on a custom activity view to open the view on a new tab.

Editing Custom Activity Views

You can edit the custom activity views that were added by your agents.

To edit a custom view

  1. Select the custom activity view that you want to edit.
  2. Click Edit from the More (…) option. 
  3. Make the necessary changes and click Save.

Deleting Custom Activity Views

You can delete a custom activity view that you think will no longer be required for your agents.

To delete a custom view

  1. Select the custom activity view that you want to delete.
  2. Click Delete from the More (…) option.
  3. In the confirmation dialog box, click Delete.

Sort, Filter, and Set Display Preferences for Views

I. Activities in the list view can be sorted as per your needs. 

Here are the seven ways you could sort the activities:
  1. Subject
  2. Category
  3. Due Date / Start Time
  4. Status
  5. Priority
  6. Created Time
  7. Modified Time
  8. Latest to Oldest and vice versa by selecting either Ascending or Descending option

To sort the activities in the list view

  1. Click the More (…) icon from the upper right corner of the Activities home page.
  2. Select the given options as per your sorting needs.
    Your list will get refreshed and displays the associated activities as per your selected sort by options.

II. Activities in a View can be filtered based on the following parameters:

  1. Agent and
  2. Due Date / Start Time

To filter the activities in the list view

  1. Click the Filter () icon from the top of the page.
  2. Select the associated Agent and Due Date/Start Time as per your requirement.
    Your list will get refresh and displays the associated activities according to your applied filter.

These filters will be useful when you've chosen some of the generic views like All Activities, Open Activities, Overdue Activities, etc.,

III. By default, Zoho Desk will display only 10 records (activities) per page. 

However, you can choose the number of records to be displayed on a single page. A maximum of 50 activities can be viewed per page. The system will remember your selection, the next time you access activity views. 

Mass Actions in Activity Views

Views allow you to perform certain updates to many activities at once. This way, you need not fiddle with each of your activities and can save a lot of your time. You can perform the following mass actions on activities:
  1. Delete Activities
  2. Assign To

Deleting one or more activity(ies)

  1. Select the activity(ies).
  2. Click Delete from the mass actions list.
  3. In the confirmation dialog box, click Delete.
    Your selected activity(ies) gets deleted from the list.


To permanently delete an activity(ies)

  1. Go to Setup.
  2. Under Data Administration, Select Recycle Bin
  3. Select the required activity(ies) (calls, tasks, or events) from the drop down menu at the top bar.
  4. Select the activity(ies) that you want to delete permanently and click Delete from the upper-right corner of the page.



  5. Click OK to confirm the permanent deletion of the activity(ies).
    Your selected activity(ies) gets deleted permanently from the Zoho Desk.

To restore an activity(ies)

  1. Go to Setup.
  2. Under Data Administration, Select Recycle Bin
  3. Select the required activity(ies) (calls, tasks, or events) from the drop down menu at the top bar.
  4. Select the activity(ies) that you want to restore and click Restore from the upper-right corner of the page.



  5. Click Proceed to confirm the selection.
    Your selected activity(ies) gets restored.

Note: 

  1. Restoring the selected records will also restore their associates.
  2. Permanently deleted activity(ies) can't be restored.

You can refer Using the Recycle Bin help documentation to know about the Recycle Bin feature in-detail.

Assigning the owner for one or more activity(ies)

  1. Select the required activity(ies).
  2. Click Assign To from the mass actions list.
  3. Select an agent or a team to assign the chosen activities.
    You can use the search bar to find an agent or a team by their name quickly.





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