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How to Change Organization-wide Default Ticket Preference
Updated:
May 21, 2025
For changing the default preferences of tickets in an organization-wide way, follow the given steps:
Checkout this video for more details.
- Open Agent Portal and click the Admin module.
- Select the Agent Portal menu under SETTINGS and choose the Tickets tab.
| Settings | Description |
|---|---|
| All | Displays all types of messages including public replies and private/internal notes. |
| Public Message | Shows only the messages that are visible to both agents and customers (public replies). |
| Private Message | Displays only internal messages meant for agent communication, which are not visible to customers. |
| Settings | Description |
|---|---|
| Sort Order | The default sorting order of updates shown on the ticket details page can be changed. It offers the latest on top or oldest on top. |
| Ticket Layout | Displays the tickets in card (default) or grid view. |
| Ticket View | Sets the view by which the tickets are displayed on the ticket list page. The default is All Tickets View. Note : Private views cannot be set as Org-wide default view |
| Default message preference | You have the option to configure the default tab for message selection, such as All, Public, or Private for ticket details page. |
| Ticket per Page Count | Displays the specific number of tickets in card/grid view on a single page. The default value is 15. |
In org-wide settings, agents can override their personal settings page based on their preference. If “inherit from global settings” is set, then org-wide settings will apply else agent personal preference will apply. For more details, refer to Personalizing agent portal settings.
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