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View and manage ticket views

In order to view and manage the ticket views, click Views tab on the tickets navigation menu bar. You will be presented with a list of all the current ticket views present within the support desk system.

Inserting a new ticket view

In order to insert a new ticket view in the support desk, click New, and you will be directed to the page where you need to provide the information regarding the new ticket view you are inserting. There are three different configurable settings tabs that are provided on this page:

  1. General
  2. Options
  3. Columns

All the editable fields specific to these three tabs are explained in the following section.

General

Ticket view title

This is the name with which this ticket view will be inserted. The name should always be relevant to the nature of the view you are inserting, although it entirely depends on your preference.

Display tickets that are assigned to

Select from the following options:

  • Unassigned: If selected, all the tickets which are currently not assigned to any staff user will be displayed when this view is selected. 
  • Assigned To Me: If selected, all the tickets assigned to the logged in staff user will be displayed when this view is selected.
  • All Tickets: If selected, all the tickets which are currently assigned or unassigned to any staff user will be displayed when this view is selected.

Visibility

Select from the following options:

  • All staff: If selected, this view will be visible for selection to all the staff users inserted in the support desk, including yourself.
  • Just me: If selected,  this view will be visible for selection only to the creator of this view.
  • My team: If selected,  this view will be visible for selection to you and your team members.

Link this view with departments

Using this option, you can link this view with the available departments. The linked departments will automatically use this view when opened, however, if there are two views linking to the same department then the view most recently linked with the department will be used.

Options

Tickets to display per page

Specify the number of tickets to be displayed on a single page for this view.

Automatically refresh the ticket listing

If enabled, the ticket listing will be auto refreshed after this much interval of time.

Automatically set ticket owner to active staff user

If enabled, the ticket will be assigned to the staff who is replying/forwarding the ticket, if this view is selected.

Default ticket status when replying to a ticket 

Select the status to which tickets should be set to after you have made a reply or forwarded the ticket.

After a ticket has been replied to, take me to

Select the section from the drop down menu, to which you should be directed after you have made a reply or forwarded the ticket. You can select from the following sections:

  • Top Level Ticket List (View All): If selected, you will be directed to the Tickets > Manage Tickets page, that is, to the page where all the tickets are displayed, irrespective of the departments they belong to.
  • The Active Ticket List (Department/Search): If selected, you will be directed to the page from where you have replied/forwarded the ticket. 
  • The Active Ticket: If selected, you will stay on the same ticket, after it has been forwarded/replied to, irrespective of the ticket properties.
  • The Next Available Ticket: If selected, you will be presented with the next ticket in the queue.

Columns

Sort By

Select the field by which the tickets will be sorted (such as ticket ID, last response time, subject etc).

Sort Order

Select whether the tickets will be sorted from top-to-bottom (ascending) or bottom-to-top (descending).

Select columns (drag, drop and organize into the yellow box)

Drag and drop the fields in the box that will be displayed within the ticket listing view.

Click Insert, once you have specified all the required options to save the newly created ticket view in the support system.

From within a ticket list, the “view” of the list displayed, can be customized. Listing templates can be created to display a list of tickets in a particular way. That is, the information for the tickets shown in a list can be customized.

When viewing a ticket list, the ticket listing view can be changed by clicking the View menu, and selecting a particular view that is inserted in the support desk.

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1 Comment

  1. Unknown User (fimcdxb)

    In ticket views their should be option also to view some of the user fields such as Title/Position or Phone Number which is already provided by your team in user management. 

    Secondly when we choose to view our customised columns their should be option to sort the tickets also when we click on that title. For example if I have my registered Job Seekers data imported in ticket user database and I have created a field called as Registration No which I have inserted as additional field in user management then view allows me to add this field to be viewed in ticket view but I cannot sort my tickets ascending or descending when i click on this custom field. For example in above picture you have filtered the view on Last Activity V     this cannot be done with field custom created and viewed in ticket view.