Views
Views are saved filter and column configurations that give you quick access to specific slices of your ticket queue. Use views to organize work by team, priority, SLA status, or any combination of criteria.
View settings
| Setting | Description |
|---|---|
| Name | View name (up to 128 characters) |
| Description | Optional description (up to 512 characters) |
| Scope | personal (only you) or workspace (shared with all agents) |
| Filters | Conditions that determine which tickets appear |
| Columns | Which ticket fields are displayed |
Filter conditions
Views support filtering by:
- Status, status category, priority, type
- Assignee, group
- Tags (contains any, contains none)
- Sentiment, SLA status
- Date ranges (updated after/before)
- Custom fields
- Ticket direction (inbound/outbound)
Conditions can be combined with all (AND) or any (OR) logic.
Available columns
| Column | Description |
|---|---|
| Status | Current ticket status |
| Subject | Ticket subject line |
| Requester | Requester name or email |
| Assignee | Assigned agent |
| Priority | Ticket priority |
| Type | Ticket type |
| Created | Creation date |
| Last updated | Last modification date |
| Tags | Applied tags |
| SLA | SLA status |
| Group | Assigned group |
| Sentiment | AI-detected sentiment |
| Custom fields | Any custom field (via customField:*) |
Creating a view
- Navigate to Views in the sidebar
- Click New View
- Enter a name and choose a scope (personal or workspace)
- Define your filter conditions
- Select which columns to display
- Save
Sorting and pagination
When viewing tickets through a view, you can sort by:
- Created date, last updated date
- Priority, status
- SLA next due date
- Sentiment
Additional filters can be applied on top of the view’s base filters without modifying the saved view.
Reordering views
Drag views in the sidebar to change their display order. The order is saved per workspace for shared views and per user for personal views.
System views
Helpdesk includes built-in system views for Suspended and Deleted tickets. These cannot be deleted but their column configuration can be customized.
Related
- Managing Tickets — ticket list and bulk actions
- Tags — use tags in view filters