Customizing List Views in Tickets module
Custom ticket views help you to organize and view tickets based on the criteria specific to happiness ratings. For example, you can create a view for; closed tickets that had received a negative feedback, tickets that didn't receive a rating or tickets that didn't trigger the rating URL.
To create a custom view for tickets that received a negative rating:
- Click the List View icon (
) from the top bar.
- In the Ticket List View page, click the (
) icon located alongside Views in the left panel.
- In the Create New View page, do the following:
- Enter a name for the View.
- Specify the criteria filter as: Status <is> Closed (AND) Happiness Rating <is> Bad.
- Specify the visibility permissions for this custom view.
- Check Show in all departments option, if you want to add this custom view in all of your departments.
- Click Save.
Specifying Rating Criteria
While creating a custom ticket list view you must specify the criteria based on which the ticket will be filtered under the view. The following image lists the criteria options available for happiness ratings:
The 'link provided' and 'link not provided' condition, refers to whether the feedback URL was or wasn't sent for a ticket respectively.
Filtering records using standard and custom field values
Agents can narrow down the tickets by using specific field values as the certain. The default filters can be personalized to view only the relevant tickets 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 field values as filters for example, category type, issue type, or product.
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 helps the manager identify and focus on tickets that demand immediate attention, ensuring that urgent matters are addressed promptly.
Points to remember
- Both standard and custom field values can be used as filters.
- Agents and admins can apply a maximum of 250 filters, with up to 50 values for each field.
- Following field types can be used 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 filter records
- 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, customer, or activities filters.
- The page will get refreshed according to the applied filter.
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