Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Agent |
A view is a saved search, not a folder. Once you read the list on the left that way, several confusing things start making sense.
Saved search, not folder
A view is a set of conditions. Every ticket matching them appears in it, automatically. Nothing is put into a view and nothing is taken out; tickets arrive and leave as their properties change.
Three consequences follow, and they are the ones that puzzle new agents.
- A ticket can be in several views at once. That is not duplication.
- A ticket vanishing from a view is normal. Setting it to Pending removes it from a view of open tickets. It has not gone anywhere.
- Deleting a view deletes nothing else. It removes a way of looking, not the tickets.
What a view controls
- Conditions: which tickets belong.
- Columns: what you see about each one.
- Sort order: what comes first.
- Who has access: whether it is yours alone, shared with a group, or with everyone.
The two you cannot touch
Suspended tickets and Deleted tickets are system views. They cannot be edited and cannot be removed, which is deliberate: they are the two lists where something is waiting for a decision rather than for work.
Only active tickets
Views cover active tickets. Once a ticket has been closed long enough to be archived, it drops out of every view regardless of conditions. That is why a view of everything from last year looks emptier than expected.
They refresh themselves
A view and its sidebar count update every minute without anybody pressing anything, so what an agent sees is current. One exception applies: while rows are selected for a bulk action the refresh pauses, and it resumes when the selection is cleared. That is deliberate, so a list does not shift under a selection somebody is still working on.
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