Accessing Call List Views

1. Click the Activities module. 
   
2. On the Activities Home page, click Calls at the bottom of the left panel.
   
3. Select a standard list view from the left panel to view the calls underneath it.
   The 'All Calls' view will be displayed during your first access. The system will thereon remember your last seen View and lists the same during subsequent access.

Creating Custom Call List Views

To create a custom list view

1. Click the Activities module. 
   
2. On the Activities Home page, click Calls at the bottom of the left panel.
   
3. Click the Plus icon ( ) located next to  Calls on the left panel.
   
   
   
   
4. In the Create Custom View page, enter the custom View Name.
5. Specify the criteria to filter the calls.
   
6. Specify the visibility for this custom view.
   You can choose between Only me, All agents, and Specific agents.
7. Click Create.
   
   

List View Criteria that are available

2. Age in Days option is very useful for the Date and DateTime fields. It can be used to filter calls that were created within the last seven days or those that became overdue in the past 30 days.
3. You cannot edit the standard call views provided by Zoho Desk. You may add a custom view to address any specific requirements.
4. You can right click on a custom call view to open the view in a new tab.

Editing Custom Call Views

To edit a custom view

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

Deleting Custom Call Views

To delete a custom view

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

Sort, Filter, and Set Display Preferences for Views

I. Calls in a list view can be sorted by

1. Subject
2. Category
3. 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 calls 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 calls as per your selected sort-by options.
   
   

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

1. Agent and
2. Due Date

To filter the calls 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 refreshed and displays the associated activities according to your applied filter.

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

Mass Actions in Call Views

1. Update Calls
2. Delete Calls
3. Assign To

Updating one or more call(s)

1. Select the call(s).
   
2. Click Update from the mass actions list.
   
3. Select the field to be updated and specify the new values for it.
   
4. Click Save. 
   
   
   
   

Deleting one or more call(s)

1. Select the call(s).
   
2. Click Delete from the mass actions list.
   
3. In the confirmation dialog box, click Delete. 
   Your selected call(s) will be deleted from the list.
   
   
   

To permanently delete call(s)

1. Go to Setup > Data Administration > Recycle Bin.

2. Select Calls from the drop down menu at the top bar.
   
3. Select the call(s) that you want to delete permanently and click Delete from the upper-right corner of the page.
   
   
   
   
4. Click OK to confirm the permanent deletion of the call(s).
   Your selected call(s) will be permanently deleted from Zoho Desk.

To restore call(s)

1. Go to Setup > Data Administration > Recycle Bin.

2. Select Calls from the drop down menu at the top bar.
   
3. Select the call(s) that you want to restore and click Restore from the upper-right corner of the page.
   
   
   
   
4. Click Proceed to confirm the selection.
   Your selected call(s) will be restored.