Prefer tickets to be displayed in a certain specific way? You need a View! Views allow you to specify how you want to see tickets in your Dashboard.
By default, you have the option to see all open tickets in your queues ("Open Tickets"), or only the ones you've claimed or been assigned ("My Tickets").
Other views may be present if they have been shared with your queue.
You can create your own private Views, or ask an admin to create a View to be shared with your queue.
To create a View:
On the orange Command Bar, click on Admin > Views.
In the Manage Views screen, click the Create a View button.
Select options to personalize your View.
- Name your View something that makes sense - this is what will display in the dropdown on the Dashboard.
- Source: Show tickets that came in from any source, or narrow it to those that came in through email, staff entry, etc.
- Status: Show all, any, or specifically closed, new, open, or pending tickets.
- Owner: Choose whose tickets to display - select as many as needed, or unclaimed tickets.
- Queue: Choose which queues to pull tickets from. You are limited to the queues to which you have access. Select as many as needed from that list.
- Tag: Display tickets based on their tags.
- When you have selected your filters, click Save, and your private View is created.
If you would like to have a shared View created for your department or working group, put in a ticket to DIWS.