Views are a powerful way to organise your tickets, grouping them into lists based on specific criteria. They help you prioritise and focus on tickets that require your attention.
In your platform, the views have been thoughtfully configured following best practices. These views are designed to provide a comprehensive overview of all tickets, ensuring you have the information you need at a glance.
If you’d like to update an existing view or create a new one, please refer to this article - Managing your views. We recommend cloning an existing view when creating a new one. This approach simplifies the setup process and ensures consistency across all views.
Below you can see a full overview of each of the views provided within your package.
| View Name | View Explanation |
| 🅾 Tickets Assigned To Me | Holds all tickets assigned to the current user that are in an open, pending or on-hold status |
| ✉️ New Tickets | Holds all tickets in a new status for the groups the current user is associated with. Please note this view does not include social media or messaging tickets. |
| ❗Complaints | Holds all tickets categorised as a Complaint for the groups the current user is associated with |
| ✉️ Open Tickets | Holds all tickets in an open status for the groups the current user is associated with. Please note this view does not include social media or messaging tickets. |
| 😍️ Social Tickets | Holds all tickets from the social media channels, this view is only available for agents in the Social group |
| 📣 Messaging Tickets | Holds all tickets from the Zendesk messaging channel for the groups the current user is associated with |
| 📦 Delivery Queries | Holds all tickets categorised as a Delivery Enquiry: Where is my order, Making changes to my delivery and other for the groups the current user is associated with |
| ⛔ Change Or Cancel An Existing Order | Holds all tickets categorised as Change or Cancel an Existing Order for the groups the current user is associated with |
| 📞 Telephone Calls | Holds all tickets categorised from the inbound, outbound or voicemail channels for the groups the current user is associated with |
| 💼️ Management Tickets | Holds all tickets assigned to the management group, this view is only available for agents in the Management group |
| 📅 All Unsolved Tickets | Holds all tickets in the system for the groups the current user is associated with |