Views

Views help agents and customers organize tickets using saved combinations of filters, sorting, and visible columns. They make it easy to quickly access the tickets that matter most without recreating filters every time.

Helpdesk includes several built-in views out of the box, and also allows you to create custom views tailored to your workflow.

Standard Views

Helpdesk provides four standard views by default. These are available from the view selector at the top of the Tickets list.

• SLA Due — Displays tickets whose SLA has failed or is close to failing, helping prioritize urgent work.
• My Feedback — Shows customer feedback received on tickets handled by the logged-in agent.
• Recently Assigned Tickets — Lists tickets recently assigned to the logged-in agent that may require initial action.
• Pending Tickets — Displays tickets currently awaiting a response from the logged-in agent.

Managing Standard Views

Standard views are displayed in the sidebar by default.

To remove a standard view from your sidebar:

1. Open the Views dropdown on the Tickets page.
2. Click the ••• menu beside the view.
3. Select Hide from Sidebar.

Custom Views

Custom Views allow you to save frequently used combinations of filters, sorting, and visible columns, eliminating the need to recreate them each time you work with tickets.

Both agents and customers can create their own custom views. Public views, however, are available only to agents with the appropriate permissions.

Create a Custom View

1. Apply the desired filters, sorting, and column configuration.
2. Click Create View.
3. Provide a name for the view.
4. Select the appropriate view type.
5. Save the view.

View Types

• Default View — Opens automatically whenever you visit the Tickets page.
• Saved View — A personal view that stores your preferred filters, sorting, and columns.
• Private View — A personal view that also appears in your sidebar for quick access.
• Public View — Shared with all agents. Only users with the Agent Manager role can create, edit, delete, or convert public views.

View Management

Each custom view provides management options through its actions menu, allowing you to:

• Edit the view.
• Rename the view.
• Set it as your default view.
• Show or hide it from the sidebar.
• Convert between private and public views (Agent Managers only).
• Delete the view.

Customer Portal Support

Customers can also create and manage custom views from the Customer Portal.

All view management features are available except Public Views, which are limited to agents with the required permissions.

Bulk Actions

Multiple tickets can be managed simultaneously from the Tickets list using bulk actions.

Export Tickets

1. Select one or more tickets using the checkboxes.
2. The bulk action toolbar appears at the bottom of the page.
3. Click the ••• menu.
4. Select Export Selected or Export All.

Delete Tickets

Only users with the Agent Manager role can delete tickets.

1. Select one or more tickets.
2. Open the bulk actions menu.
3. Choose Delete.
4. Confirm the deletion when prompted.