Customizable Table View and Filters for Tickets
The table view displays tickets in rows and columns, just like a spreadsheet. Each row displays a ticket, and each column shows the ticket's property (such as a field for response due date, contact's name, and subject). This allows you to view the properties of tickets without having to open the ticket details page.
For example, by adding the column 'response due date' to the table view, agents can quickly decide which tickets to respond to first without having to open the ticket and read through all the details.
Zoho Desk allows customizing the columns according to business preference and requirement.
There are three types of list views:
- Classic can view the collection of tickets as a list with basic details such as subject, customer name, ticket creation date, and time.
- The compact is similar to a classic view but with more tickets listed at once.
- The table can see the collection of tickets based on a defined set of criteria in the form of a table.
Customizing Table Views
Table views are similar to the Classic and Compact List views. Table views provide better readability across the data displayed in rows and columns.
The following ticket fields are added by default on the table view page:
To see Table View
- Log in to your Zoho Desk account.
- In the Tickets module, click on the Classic View drop-down in the upper-right corner.
- Select Table View from the drop-down.
Your page will refresh and display the records in Table View.
To customize the columns in Table View
- On the Table View page, click the Select Columns icon () located alongside the column header.
- In the Select Columns window, choose the required columns that you want to display in the Table View.
Important: You can select a maximum of 15 columns for a table view. - On selecting the required columns, click Save.
Hide and sort columns in Table view
- Uncheck the unnecessary columns to remove them from the table view
- Drag and drop columns to change their order on the table view
Additional Columns
- Table views are available in all paid editions.
- Any customization made to the table view is applied for all users with whom the view is shared. These customizations are not applied on the classic or the compact ticket views.
- You cannot add multi-line or text area fields to the table.
- The table view is not accessible under the All Departments view.
- Table views are department-specific, which means that customizing columns in a ticket list view will reflect only in that department.
- The fields with blank or null values are displayed as a dash, "-" on the table.
Ticket Filters
Zoho Desk provides a filtering option that allows agents to narrow down the tickets based on specific criteria. The default filters can be personalized to display tickets relevant to individual needs, such as those assigned to a particular department, agent, or with specific attributes like status, due date, priority, channel, received in, or closed time.
In addition to the preset filters, agents can use custom fields as filters within the Tickets module. This enables the businesses to tailor the filtering criteria according to their specific needs. For example, incorporating custom fields like category, issue type, and stock details as filters enables agents to categorize and prioritize tickets more effectively, streamlining the resolution process.
Imagine a support team manager responsible for various product lines uses Zoho Desk's ticket filters to efficiently navigate through the support tickets assigned to their team. The manager customizes the filters to specifically sort tickets based on priority, due date, and additional custom fields like "Product Category" and "Issue Type." For instance, they may narrow down the view to tickets related to the "Electronics" category with a high-priority status and urgent due dates. This tailored approach allows the manager to swiftly identify and focus on tickets that demand immediate attention, ensuring that urgent matters are addressed promptly. The use of custom fields in filters along with default filters provides a nuanced and detailed perspective, enabling the support team manager to streamline their workflow and enhance the overall efficiency of ticket management.
Points to remember
- The option to use custom fields as filters is available only in the Tickets module.
- Agents and admins can apply a maximum of 250 filters, with up to 50 values for each field.
- Supported field types for applying filters include Lookup, Date, Datetime, and Picklist.
- If an agent doesn't have permission for a specific field, they cannot use that field while applying filters.
- Users can search for fields by name in the filter search bar.
- The filter limitations are organization-specific and applicable across all departments.
- The ticket filters offer dynamic functionality, ensuring that applied filters only reflect in the user who sets them. This means that individual agents can personalize their filtering options without impacting other user's views. Moreover, agents can obtain an accurate count of tickets meeting specific criteria, providing precise insight into ticket management.
To use ticket filters
- In your Zoho Desk portal, navigate to the Tickets module.
- Click on the Filter (
) icon beside the ticket views.
This will open the left pane with Filter options. - On the left filters pane, apply the desired ticket filters.
The page will get refreshed according to the applied filter.
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