Manage Ticket Views

All existing views are listed under Management >> Ticket Views. Under 'Translations' you can see in which system languages the names of the views were created. For explanations of the other information provided, see the Form fields.

Topics of this article:
Display Modes - Table/Card View
Add, Edit View
Ticket Filters - to limit the results of the view
Define Filter Options for users of the view
Display fields of the ticket view in table form
Delete View

Display Modes - Table/Card View

Users can choose between a table and card view for listing tickets (as well as for the overview pages of the other menu items). For table view, you can choose the fields you want to display and their order. You can also choose to make the ticket fields available in one or two lines. The display fields cannot be adjusted for the card view. The following ticket information is included when displayed in card form: Ticket no., Subject, Created, Agent Name, Customer, Priority, Type, Group and Ticket Tags.

Add View, Edit existing View

Go to Management >> Ticket Views.

• Add view: Click on "New View".
  Edit existing view: Click in the line of the view to be edited or click on the edit icon ().

• Available Form fields:

  Name: Enter the desired name for the view.
  Description: A description for the view can be added.
  Order: The entered numerical value determines the order of the views in the selection area. The lower the number, the further to the front or above the view appears in the respective area.
  Primary: When activated, the view is available in the header area of the ticket overview. Otherwise, the view is accessible via the drop-down menu 'Further Views'.
  Active: For a view to be available to users, it must be activated.
  Ticket Filter: Filters can be used to limit the results of a view.

  • Show only your own tickets: When activated, only tickets that are assigned to the logged in agent will be shown.
  • Spam: When activated, only tickets that have been marked as spam are shown.
  • Selectable Filter Conditions: Status, Status Usage, Channels, Ticket Tags, Priorities, Types

  For example, with a filter on the status 'In progress', only those tickets with the assigned status 'In progress' will be displayed in the view.

  Filter Options & Sorting:

  • Filter Options define for the view how (according to which ticket information) the results of the corresponding view can be filtered. By using filters, the results of a ticket overview can be narrowed down/restricted. The selected options are made available for selection in the header area of the view (according to the selected order). The filter options that can be defined are: agent name, channels, priorities, status values, ticket tags and types. For example, with a filter option based on priorities, an agent from the 'In progress' view could display those tickets with 'High priority' in order to get working on them.
  • With Sort by various criteria such as ticket number descending/ascending, etc. can be selected for sorting the tickets in the view. In case of multiple selection of sorting options, sorting is carried out in sequence, i.e. first according to the first option selected, then according to the second etc.

  Note: The sorting order given by the view can be changed by the user (see Sorting Data Sets in Overviews). However, the user-defined sorting only applies to the respective active/current browser session and is not saved globally.

  Display Fields: To use the ticket view in table form, fields can be selected to be included in the view. The display order is determined by the order of the selection. Custom ticket fields can be recognized by the prefix 'User:'. If no selection is made, the following fields are displayed: Ticket No., Status, Subject, Agent Name, Customer, Priority, Type, Group, Ticket Tags, Created and Last Reply.

  • Primary Fields: Primary fields are those fields that are displayed in the main table row, i.e. the selected fields are displayed in one line.
  • Secondary Fields: When selecting secondary fields, the 'more' column appears in the view with the option to expand () the table rows. Secondary fields are displayed in the expanded table row.

• After creating/editing click on Save.

• In case of two Language Tabs: If both system languages are activated, tabs are available for both languages. The 'Name' and 'Description' of the views must be entered for both languages.
  For more information on making views available in multiple languages, click here.

  Note: System texts such as menu fields and explanations as well as system messages are always displayed in the selected system language only.

Delete View

Go to Management >> Ticket Views.

• To delete a desired view, click on the delete icon () and then on Yes, Delete to confirm the deletion process.