Ticket Views - Improved Visibility and Prioritization
A ticket is a digital record that is created when a customer submits an issue or a query. It contains all relevant details about the person and the issue, such as contact information, issue description, and interaction history, which helps in effective resolution.
Support teams receive multiple tickets everyday. Managing high volume of customer queries can be challenging, especially when dealing with varied critical and non-critical issues at different priority levels. Without an effective system for organizing, viewing, and accessing tickets, agents may struggle to resolve queries within a stipulated time causing delays and SLA violations.
Ticket views offers a range of options to categorize and view tickets based on different parameters that streamline ticket management. By using the views, agents can easily track and manage tickets based on criteria such as status, priority, and severity, ensuring that urgent issues are addressed promptly.
The ability to filter and sort tickets, enable agents to access detailed information and updates quickly, facilitating more informed customer interactions. This organized approach not only enhances efficiency, but also supports better communication, monitoring agent performance, and overall customer satisfaction.
Types of ticket list views
The Ticket module primarily has two categories of ticket views. Both view options are placed at either sides of the module to serve different purposes.
As the support team handles a high volume of tickets on a daily basis, the agents can make use of the following ticket view options for better accessibility. It provides three different ways in which the agents can view all tickets:
Classic View
It displays all vital information such as subject, customer, details, status etc. Available in all department view and specific department view.
Compact View
Available in all department view and specific department view.
Table View
The table view displays tickets in rows and columns, 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 agents to view the properties of tickets without having to open the ticket details page. The Table view is a department-specific view.
Customizing table views
The three types of views display information like ticket subject, ticket ID, contact name, account name, date and time of ticket creation, and when the ticket will be overdue, but in different visual formats. Table view can be further customized by selecting multiple fields that will also be displayed.
The customization provides the flexibility to add, remove, and sort the order of the columns in the Table View. The columns can be customized to view only the fields that are essential to the agents.
To customize the columns in Table View
- On the Table View page, click the Select Columns icon, located by the column header, next to Ticket ID
- In the Select Columns window, choose the required columns that you want to display in the Table View.
- Upon selecting the required columns, click Save.
Note: User can select a maximum of 15 columns for a table view.
To 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
Note: User cannot customize the Ticket ID field. Ticket ID is a mandatory field and cannot be removed from the table. By default, it's set to be the first column, and no actions can be performed in this field.
Add Additional Columns
Along with the standard columns, the user can also select additional columns to the Table View. These additional columns can be the default or customized one.
For example, a user can create a Paid User field to show whether the ticket is raised from a paying customer. Add this field as a column to the table so that the agents will know to pick and process the paid user's ticket first.
Default additional fields include :
Points to remember
- 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 to the classic or compact ticket views.
- User cannot add multi-line or text area fields to the table.
- 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.
Functional ticket views
The list view on left panel is an extensive list of 18 different view options, curated based on the type of ticket status and conditions, in addition to archived views.
For example, for daily ticket management, the agents can make use of the All Tickets view, where they get an overview of all tickets that are assigned to them. This helps them plan their daily workload. Likewise, they can use the My Overdue Tickets view to identify and address tickets that have missed their deadlines and prioritize them.
On the other hand, support admins or managers can supervise the quantity of workload handled by their team with My Teams Open Tickets view list and then make use of unassigned open tickets assigned accordingly. They can also ensure that no ticket is lost amidst the workload using the Missed Chats Tickets view.
Managers can also maintain an overall quality check with the Tickets for Review list and SLA Violated Tickets.
Standard views in the Ticket module
Desk provides a set of default list views that are cannot be edited or deleted. These are some of the standard views which are useful for every support team across businesses.
Some standard views can be accessed only when a user is in the All Departments setting, while some can be viewed only under a specific department.
All department ticket views
| User Specific View | Status Specific View |
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Department specific ticket view
Blueprint View
When you are viewing tickets of a specific department, an additional set of views called "Blueprint views" is available under all views. The Blueprint View displays the following:
- Active Blueprint Tickets: Tickets that are part of an active blueprint.
- All Transitions: This view lists all tickets with applied active blueprint, whose transition owners are members of that department's transitions.
- My Team Transitions: Managers or agents can view the transitions the team handles at a glance. It will help them quickly find new transitions that are added to the process.
- My Transitions: Users can view the tickets for which they are the transition owner.
- Unassigned Transitions: This refers to all tickets that do not have an assigned agent to perform the transition. By monitoring these unassigned transitions, admins can efficiently assign transition owners or agents to pick up tickets to perform the transition.
Archived
The tickets that are closed and resolved and has been archived for reference or record keeping can be viewed under Archived Tickets.
Archived view will store all the custom list views that are unopened in the last 60 days. These views are retained here only for 30 days, after which these are auto-deleted. If the user accesses the custom list view within this 30 day time span, the custom list view will be restored under All Views.
To access archived view
- Navigate to the Tickets module, select the specific department.
- Under Views on the left panel, click on All Views > ARCHIVED > Archived View.
Starring and opening a view in new tab
Next to each ticket view, the More icon has the following options:
- Open in New Tab: The selected list view will be opened a new tab, allowing parallel navigation and multitasking.
- Star: User can mark the ticket view list as a favorite or the most frequently used view. Starred lists are accessible under a separate section, where in addition to the list name, you can see a preview indicating how many tickets are present in that specific list.
Custom list views
Users can create tailored views for each department based on their preferences and business requirements. This functionality allows them to create a list of tickets that meet their specific criteria.
For example, if the admin wants to keep track of all the tickets that received negative inputs from the customers, they can create a view with their criteria as Happiness Rating is Bad. They can reach such customers and try to understand their issues and resolve them.
To create a custom list view
- Click the Tickets module.
- Choose the specific department.
- Click on the three lines with an arrow placed at the bottom-left corner of the page to expand the menu.
- Click on the plus sign (+) next to Views.
- In the Create New View page, enter the View Name.
- Specify the criteria to filter the tickets.
- Set the visibility for the custom view.
- Click Create to save the Custom Create View List.
To edit a custom view
- Go to the Ticket module. From All Departments, switch to the relevant department.
- Click All Views.
- Click on the three dots next to custom view to open the menu.
- Click Edit from the menu.
- Make the necessary changes and click Save.
To delete a custom view
- Go to the Ticket module. From All Departments, switch to the relevant department.
- Click All Views.
- Click on the three dots next to custom view to open the menu.
- Click Delete.
Note
- You cannot edit the predefined ticket views that are by default provided in Zoho Desk. You may add a custom view to address any specific requirements.
- The custom view is not available in the "All departments" view. If you require this feature, you can activate it on request by emailing us at support@zohodesk.com.
- While creating custom view list, under filter criteria Age in Days option is very useful for the Date and DateTime fields. It can be used to filter tickets that were created within the last 7 days, tickets that breached the SLA in the past 30 days, or tickets that were closed in the last 5 days.
Ticket Peek
Ticket Peek is a lightweight preview screen available on the ticket listing page in Tickets module, that helps agents respond to support tickets without navigating away from the page. For example, when your agents peek into a ticket, they can see every interaction the support team has had with the customer, as well as the ticket’s properties and any related articles from your Knowledge Base.
Ticket Peek also includes Collision Detection to prevent multiple agents from performing the same action, such as replying to or modifying a ticket simultaneously. It allows agents to see who else is currently viewing or performing any other action to that ticket.
Note: Collision detection alerts will show up only when multiple agents are in the same ticket.
Advantages of Ticket Peek
Reduces the number of clicks needed to view tickets and provides easier navigation between tickets.
Allows you to quickly verify the ticket contents before deleting them or marking them as spam.
Allows agents to send incremental responses just by referring to the context of the ticket without even opening the ticket details page.
To access the Ticket Peek
- Navigate to the Tickets module.
- Open a Ticket List View from the left panel.
- Hover on a ticket and click the Peek icon. The ticket preview will appear.
Ticket detail view
In the Tickets module, when the user selects a ticket, it opens the ticket detail view, where all the information regarding the record is accessible. By default, the ticket detail view page appears in two columns, with all the ticket details in the right column and ticket properties in the left column.
Users also have the choice to opt for another layout with an additional section of with the list of all tickets, which is helpful in navigating between tickets.
In the three-column layout:
- The left column will display the tickets under All Views by default. Agents can customize the list by selecting the required view under All Views.
- The middle pane is specific to the ticket properties.
- The right pane is all about the ticket conversations.
To switch to three-column view
- In the Tickets module, open the desired ticket.
- From the Ticket Detail view, hover over the List icon in the middle of the left panel.
- Click the Pin icon from the top tab. The three-column view will be displayed.
To switch back to ticket detail view, the user can unpin the third column by clicking on 
.
Views in the ticket detail page: Agents can view the tickets either as conversations or threads.
Conversation View
The conversation view consolidates all replies and comments related to a ticket in one place, enabling agents to easily review all communications associated with that ticket. Agents can differentiate between threads and comments through the use of icons accompanying each type of communication.
In the above screen, the first highlight is a comment from an agent, and the second is the email reply from the agent. A comment will also display whether it is private or public.
Note: User can opt to turn off the Conversation View anytime under Setup > Personalization > Preferences.
Thread View
All email exchanges between the agent and the customer are chronologically grouped into threads. Under thread view, the comments, either private or public, can be viewed under the Comments tab.
Tickets open to the Conversation view when you access them for the very first time. However, you can switch between the views from the header of a ticket.
Ticket Timeline view
The Timeline view provides an overview of the tickets received from a customer over the recent past. It will fetch the tickets received from the contact and presents them in chronological order.
Advantages of using Timeline View
- The agents can know whether the customer is new or returning.
- Agents can understand the context of the current ticket by looking at the solutions offered previously.
- Agents can merge the customer tickets with the same product or service-related issue.
- You can drive targeted engagement by assigning the ticket to an agent who has handled the customer on previous occasions.
- Determine your customer's frame of mind by looking at their rating on previous tickets.
To view the timeline of a ticket
- In the Tickets module, open the desired ticket.
- Click the Timeline icon (
) in the left side bar..
- The timeline will display the Subject, Ticket Owner, and Status of the tickets received from the customer. If there are no prior tickets, the timeline will display the current ticket.
Ticket filters
The Ticket filtering option allows agents to narrow down the tickets based on certain specific criteria. The default filters available 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 also use custom fields as filters within the Tickets module. For example, incorporating custom fields like category, issue type, or product 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 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 example, 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.
Points to remember:
- The option to use custom fields as filters is only available 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 does not 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
- Navigate to the Tickets module.
- Click the Filter icon beside the ticket views.
- This will open the left pane with Filter options.
- In the left filter pane, apply the desired ticket filters.
- The page will get refreshed according to the applied filter.
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