Personal views versus shared views

Agents can build their own views. Where that helps, where it quietly creates risk, and how to tell the two apart.

Agents can build their own views. Where that helps, where it quietly creates risk, and how to tell the two apart.

What each is for

• Shared views are the team's queues. They define what the team works on and in what order.
• Personal views are how an individual organises their own day within that.

A personal view appears in nobody else's views list: not in a colleague's, not in whoever covers for them. It is not hidden from administration, though. Personal views sit in their own section of the views admin page, where an admin can reorder and edit them.

Where personal views earn their place

• "My tickets waiting on a customer for more than a week."
• "Tickets mentioning the product I specialise in."
• A temporary list while working through a backlog.

All of these are about one person's working method and nobody else needs them.

Where they become risk

The problem case is a personal view doing a job the team depends on. Someone builds a list of a particular customer's tickets, works it diligently, and is the only person who knows it exists. When they are away, that work does not happen, and nobody can say what is being missed. That an admin could find the view on the admin page does not help, because nobody thinks to look for a view they never knew about.

See also

• Ordering views and sharing them with groups
• What a view is and what you use it for