Creating a view

Building a view takes two minutes. Deciding what it is for, and who else needs it, is the part worth thinking about.

Building a view takes two minutes. Deciding what it is for, and who else needs it, is the part worth thinking about.

Create a view

1. Open Admin Center, then Workspaces, then Agent tools > Views.
2. Click Create view.
3. Give it a name that says what is in it, not what it is called internally.
4. Set the conditions: which tickets belong.
5. At Who has access, choose Any agent, Agents in specific groups or Only you.
6. Pick the Columns, then set Group by and Order by, each ascending or descending.
7. Click Preview before saving. The preview shows real tickets and catches most mistakes.
8. Save.

Name it for the reader

Agents choose from a list of names all day. "Unassigned, over 4 hours" tells them what they will find; "View 3 - escalation" does not. Where you have several, a shared prefix keeps related views together in the list.

Columns are part of the design

A view is a working list, and the columns decide whether someone can triage from the list or has to open each ticket. Requester, subject, status, group and time since last update cover most needs. Fifteen is the maximum, and a list that uses all fifteen is unreadable on a laptop long before it gets there. One thing you cannot show at all is a multi-select field.

Preview before you save

The preview is the difference between a view that works and one that quietly returns nothing. If it shows tickets you did not expect, or none at all, the conditions are wrong, and it is far easier to see that now than after your team has been ignoring an empty list for a week.

See also

• Conditions in a view: all and any
• My view shows no tickets: what to check
• Ordering views and sharing them with groups
• How do I see the tickets assigned to me