Views
A view is a saved, filtered list of tickets. Instead of scrolling the whole queue, your team opens a view that shows exactly the tickets that matter right now. Views are how agents triage quickly and stay focused.
What views are for
Each view combines a set of filters with the columns you want to see. Common examples include:
- My open tickets — tickets assigned to you that aren’t Solved yet.
- Unassigned & urgent — high-priority tickets with no owner, so nothing sits waiting.
- Awaiting reply — tickets where the customer is waiting on your team.
- Breaching SLA soon — tickets close to missing a deadline.
How views help triage
When work arrives from both email and live chat, a raw queue is hard to scan. Views cut it down to a focused slice so an agent can start clearing tickets immediately:
- Prioritize — surface urgent or aging tickets first.
- Divide work — give each team its own view so agents don’t step on each other.
- Spot gaps — an “Unassigned” view makes orphaned tickets obvious.
Personal and shared views
A view can be personal (only you see it) or shared with the whole workspace. Personal views are for your own workflow; shared views give the team a common starting point. Your workspace also ships with system default views everyone starts from. In the views sidebar you can drag to reorder your views so the ones you use most sit at the top.
Columns
Each view chooses the columns shown in the list — pick the fields your team scans most (status, priority, assignee, group, updated time) and drop the ones you don’t. You can also add custom fields as columns (dropdown, checkbox, and date fields), so a view surfaces exactly the data that matters for that slice of work.
Building a useful view
Start broad, then narrow. Filter by status, priority, assignee, group, or tags, choose your columns, and give the view a clear name so its purpose is obvious at a glance.