Views

Views are saved filter and column configurations for the ticket list.

The view object

Attribute	Type	Description
id	string	Unique identifier
name	string	View name (max 128 characters)
description	string | null	View description (max 512 characters)
scope	string	personal or workspace
filters	object	Filter configuration (see below)
columns	array	Column identifiers to display
ownerId	string	Creator’s user ID
isDefault	boolean	Whether this is the default view
position	integer	Display order
createdAt	string	Creation time (ISO 8601 UTC)
updatedAt	string	Last update time (ISO 8601 UTC)

Filters

{
  "all": [{ "field": "status", "op": "is", "value": "open" }],
  "any": [{ "field": "priority", "op": "is", "value": "urgent" }]
}

Available columns

status, requesterEmail, subject, assignee, priority, lastUpdatedAt, createdAt, type, requesterName, tags, id, sla, group, sentiment, customField:*

List views

GET /helpdesk/api/views

Create a view

POST /helpdesk/api/views

Requires agent role or above.

Request body

{
  "name": "Urgent Open Tickets",
  "scope": "workspace",
  "filters": {
    "all": [
      { "field": "status", "op": "is", "value": "open" },
      { "field": "priority", "op": "is", "value": "urgent" }
    ]
  },
  "columns": ["status", "subject", "assignee", "priority", "sla", "lastUpdatedAt"]
}

Update a view

PATCH /helpdesk/api/views/:viewId

Delete a view

DELETE /helpdesk/api/views/:viewId

Execute a view

GET /helpdesk/api/views/:viewId/tickets

Returns the tickets matching the view’s filters with pagination.

Query parameters

Parameter	Type	Description
page	integer	Page number
limit	integer	Results per page
sort_by	string	created_at, last_updated_at, priority, status, sla_next_due_at, sentiment
sort_order	string	asc or desc
status_category	string	Additional status filter
priority	string	Additional priority filter
assignee_id	string	Additional assignee filter
group_id	string	Additional group filter
tags	string	Comma-separated tags
sla_status	string	Filter by SLA status

Reorder views

PATCH /helpdesk/api/views/reorder

{ "viewIds": ["view_1", "view_2", "view_3"] }