Ticket Views are available for you to further define the tickets you need to view by allowing you to select columns, and filter data, similar to a report. The difference is that Ticket Views are available in the My Tickets or All Tickets section.
To create a Ticket View, click Reports from the left hand navigation, click the Create button, then click “Ticket View”.
Step 1: Setup
- Report Name: This is a required field.
- Private Report: A user can create a view that is visible to all users by selecting “Everyone Can See It” and all users will see the View in the All Tickets submenu. “Everyone Can See It” is the default value. Otherwise, a private Ticket View can be created by selecting “Only I Can See It”, which will show up under the creators My Tickets submenu.
Step 2: Field Selection
The fields that you select will be displayed as columns in your report. You may filter against fields that are not displayed. Please note that custom fields are available in this list.
Step 3: Filter
You may filter the data in your ticket view. Examples include filtering on Assigned User, Ticket Types, Groups, Date Created, Closed status, etc. Depending on the field selected, you will receive different options for criteria. Toggle between AND and OR by clicking the AND button. You may add multiple filters by clicking the +Condition button. You may add groups of AND/OR filters by adding +Group. For example:
This filter would return all Open tickets that are assigned to Kimberly OR Michael.
Note that you can also set the “Assigned To”, “Creator Name”, or “Modifier Name” fields to “The Report Viewer”. This will let you create one View which you can use for every TeamSupport user in your account. For example, this following View could be set to “Everyone Can See It” and each person would just see a list of tickets assigned to them:
Ticket Views will accessible by expanding down the My Tickets section for private views, and the All Ticket section for views that everyone can see on the left hand navigation. The Ticket View grid follows the same rules as the My Tickets grid. One addition is that you may edit the Ticket View from the My Tickets section by clicking on the pencil icon.
Need more help with this?
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