Custom Views helps to organize your tickets better by grouping them into lists based on a defined set of criteria. For example, you can create a view for open tickets that are assigned to you, a view for tickets with specific SLAs applied to it, a view for tickets coming from a particular company, and more.
Using custom views can help your support team determine which tickets need immediate attention, help them stay focused, and plan accordingly on responding to the important customer queries first.
Desk365 provides you with these default ticket views: All Tickets, My Open and Pending Tickets, Unassigned and My Open Tickets, Unresolved Tickets, Spam, and Trash.
In addition to this, you can create your own custom view according to your needs, which we will discuss in detail below.
The Tickets Tab lets you filter out and view a list of tickets that you want to get started with. You can filter tickets by created time, SLA, priority, status, groups, agents, channels, and more.
You can create filtered ticket views that suit your requirements, save them as ‘Custom Views’ and they’re available for you in the left side ticket navigation bar.
You can also get analytics and metrics based on custom views.
These are the steps you need to follow to create a custom view in Desk365:
1. Select the required filters. For example, let’s say you want to have a view that shows all the tickets that are created from Microsoft Teams as the source. To do this, you can create a view from the Tickets tab, where you have to select Microsoft Teams as the ‘Channel’.
Click on the ‘Apply Filters’ button to save the custom view that you’ve created.
2. Provide a name for the view by clicking the “New Custom View” button on the left side. Here the new view is named ‘MS Teams Tickets’.
Imagine you’ve created a lot of custom views in your helpdesk and wanted to make them appear in a particular order of your choice.
You can easily do this in Desk365 using the Drag and Drop button found in the left-hand side to change the Custom Views order.
Changes to Custom Views
In this example, we removed ‘Waiting for Customer’ status and saved the filter in our previously created custom view ‘MS Teams Tickets’.
Now, you’ll notice that the custom view name has been changed to MS Teams Tickets **.
You’ll also notice that ** is added to the end of your current view to indicate that the filters used for that view have changed and if needed a new Custom View can be created with the current set of filters.
Deleting Custom Views
You can delete a custom ticket view that you think will no longer be useful for your support team or agents.
To delete it, click on the ‘Delete custom view’ button that is available next to the custom view that you’ve created.
Caching Current Ticket View
Desk365 now saves your last visited ticket view. This makes it super easy to get back to the exact list of tickets you’ve been viewing. For instance, if you are viewing a custom ticket view or even a list based on a specific set of filters, clicking on the Tickets tab (from any tab) will take you back to the same list of tickets.
Let’s take an example to see how this feature can be useful.
You’re working on your list of pending tickets.
After some point of time, you’re switching tabs to perform other functions in your helpdesk.
When you go back to the Tickets Tab to work on the remaining tickets, the system will then remember your last seen ticket view and will take you back to the previously viewed tickets, thereby making the navigation easier for you.