What is a View?
A View is a saved workspace that shows a specific subset of tickets based on predefined rules or filters applied to the ticket list, it determines which tickets are visible based on conditions like status, assigned agent, tags, channel, or creation time. It helps agents and admins organize, prioritize, and access relevant tickets without needing to apply filters manually each time. Think of it like a smart folder, it dynamically updates as new tickets match the criteria.
What Defines a View?
Each view is made up of:
- Filters: These determine which tickets are shown.
- Examples:
Status = Open,Assigned Agent = Me,Channel = WhatsApp,Tag = Escalated - Role-Specific Visibility:
- Agent views are scoped to help individual productivity.
- Admin views often have broader visibility and may include team-level filters (e.g., all unresolved tickets across agents).
How Views Show Up?
- On the left panel: Views are displayed as selectable tabs or sections.
- On selecting a view: The Ticket Listing Panel updates with tickets that match the view’s criteria.
- Ticket counts: Indicate the number of tickets in that view, with dynamic updates.
How to use and switch between views ?
What are filters ?
Filters are rules or criteria that narrow down the list of tickets shown inside a View. They help agents and admins focus only on the tickets that matter for a particular task, use-case, or workflow. Think of filters as the "if conditions" that define which tickets appear in a view.
Types of Filters
Here’s a detailed list of the filters your system supports or is planning to support:
Filter Name | Description |
Status | Show tickets by their current status (e.g., Open, Resolved, Closed, Pending). |
Assigned Agent (Admin only) | Filter tickets assigned to specific agents. |
Created By | Whether the ticket was created by the agent or the customer. |
Tags | Filter by one or multiple tags assigned to the ticket (e.g., “High Priority”, “Escalation”). |
Channel | Filter tickets based on channel (e.g., WhatsApp, Instagram, Email). |
Created Time | Tickets created within a certain time range (e.g., Today, Last 7 Days, Custom Range). |
Reassigned | Whether the ticket was reassigned at any point ( Yes / No). |
Type | Whether the ticket is handled by Bot or Agent. |
Assigned Agent | Filters tickets assigned to a specific agent. |
Resolved Date Range | Filters tickets resolved during a specific date range. Useful for tracking resolution trends and SLAs. |