Creating Custom Views and Filtering Records 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 with 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.
Creating custom list view
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.
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 the plus sign (+) next to Views.
- In the Create New View page, enter the View Name.
- Specify the fields under Filter criteria.
- Select Visible to by choosing: Only me, All agents, or Specific agents.
- Click Create to save the custom view.
Editing a custom view
A custom view can be modified by changing the filter criteria as needed. Also, the visibility of the view can be changed later.
To edit a custom view
- Go to the respective department and select the desired module.
- Click All Views and go to the desired custom view.
- Click the three dots next to custom view to open the menu.
- Click Edit.
- In the Edit page, make the necessary changes and click Save.
To delete a custom view
- Go to the respective department and select the desired module.
- Click All Views and go to the desired custom view.
- Click the three dots next to custom view to open the menu.
- Click Delete.
Cloning a custom view
Custom views allow users to find quickly and group specific records that they need to access frequently, such as premium accounts, modified subscriptions, canceled travel requests, etc. Users can clone these custom views and make edits, such as adding or removing criteria according to the requirement, without recreating a view from scratch.
Custom views created in Tickets, Accounts, Contacts, Activities, Contracts, and custom modules can be cloned.
While cloning the view can be renamed as needed. If the view is not renamed for easy identification the "clone" tag will be appended to the view name.
To clone a custom view
- Go to the respective department and select the desired module.
- Click All Views and go to the desired custom view.
- Click the three dots next to custom view to open the menu.
- Click Clone.
- Make the necessary changes and Save the view.
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.
Applying filters to list views and saving them
Custom views can be created for a team or department to access and view a group of records such as "High priority tickets from Account A". However, agents can apply filters to these standard or custom ticket views to further drill-down the search and save them for their reference.
For example, a support manager creates a custom view called "Customer responded tickets" for the department. However, he wants to focus only on the tickets that belong to two specific categories:
- Order status and tracking
- Product damage
By applying filter, he creates a user-specific view for his reference and quick access.
Accessing the saved filter
The saved filter can be easily accessed from the My saved filter tab. By hovering on the filter name it can be edited to rename or deleted.
To save a filter
- Navigate to the Tickets module and select a view.
- Apply the desired filters.
- Click Save.
- Enter a Name for the filter.
Editing the criteria in a saved filter
When an existing saved filter is edited, users will see the following options:
- Save changes: This option will overwrite the existing filter with the new criteria applied.
- Save as new filter: This option allows users to save the modified filter as a new filter without affecting the original saved filter.
Note
- The option to save the filter is currently available only in the Tickets module.
- Users can Rename or Delete saved filters as needed.
- Filters can be saved for both standard and custom views.
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