How to Manage Ticket Views in BoldDesk: Quick Guide

Ticket views are predefined filters and saved filters which can be created by the agents and can be shared organization-wide or to a group or can be kept private depending on the need.

Ticket Views List Page

It lists all views of an organization irrespective of the access scope and the ownership. The ownership of a view displays who created the view, along with the access scope of the view, the status of the view, and whether the view is public or private.

Ticket views are comprised of two categories, namely:

1. System views.
2. Custom views.

1. System Views

Default and system views are predefined views. They are public and can be accessed by people in the organization. System views cannot be edited or deleted but can be deactivated in case one doesn’t need to use them; you can use the View option to open the ticket view and the Deactivate option to disable the specific ticket view. There is also an option to view the status of the ticket views as either Active or Inactive.

Also, there is an option to activate the deactivated views.

Learn more on Predefined default Ticket Views or filters.

The following system views are available by default in BoldDesk:

2. Custom Views

Custom views are views which are created by the agents. A custom view can be created using basic or advanced filters from the ticket list page. Custom views can be created as public or as private. Custom views as public views can be shared with the entire organization, whereas a custom view which is created in private can only be accessed by the individual. Apart from creating these views, they can also be shared with groups.

How to Configure Custom Ticket View and Access Scope

BoldDesk allows you to create custom ticket views to organize and filter tickets based on specific conditions. You can also define access scopes to control who can use these views—such as making them available to all agents.

Follow these steps:

1. Log in and Navigate to Ticket Module

• Log in to your BoldDesk Agent Portal.
• From the left navigation panel, click the Ticket Module (ticket icon).
• On the Tickets page, click Create under the Views section.

2. Apply Filters for Your View
   Use the Filters panel on the right side to set conditions such as:

• Category
• Agent or Group
• Status
• Tags
• Priority
• Requester

After selecting filters, click Save at the bottom of the Filters panel.

3. Configure View Settings
   After clicking Save, the Save View dialog appears. Configure the following:

View Name: Enter a descriptive name for your view (required).

Access:

• Select Public/visible to any agent.
• Other options include Private, or Groups.

Ticket Sorting: Choose how tickets should be sorted (e.g., Created - Desc).
Default Fields (Grid View): Select up to 15 fields to display in the ticket grid.

4: Click Save to finalize the view.

What is an Access Scope

The Access Scope is a property which defines the access level of each view.

The following are three access scopes:

• Public/visible to any agent – Views are accessible to everyone.

• Private – Views are accessible to the owner.

• Group – Views are accessible to the selected groups.
  

  
  
  

Change Ownership of the View

You can change the ownership of the view (custom) by using the Change Owner option. The Change Owner option enables the user to choose any agent as the owner of the ticket view. After changing the owner, you can edit the view. One can only delete their own views.

Accessing Ticket Views

To access the ticket views in the admin module, the user should enable the Manage ticket views permission.

Frequently Asked Questions (FAQ)

Q1. Can I edit or delete system views?
No, system views cannot be edited or deleted. They are predefined by BoldDesk, and users are only permitted to view or deactivate them.

Q2. How do I deactivate a system view?
Use the Deactivate option next to the view name in the ticket views list page.

Q3. Can I reactivate a deactivated system view?
Yes, you can use the Activate option to restore any deactivated system view.

Q4. Why are some system views inactive by default?
Certain views may be inactive if they are not commonly used. You can activate them anytime based on your needs.

Q5. Are system views available to all agents?
Yes, system views are public and accessible to everyone in the organization.

Related Articles

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