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Predefined default Ticket Views or filters
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The following are some of the predefined default ticket views for agents. Agents can create their views and save them.
Check out this video for more details:
| Default Views | Filter Criteria | Description |
|---|---|---|
| All Unassigned Tickets | Agent and group – Empty | Tickets in which agent and group fields are empty. |
| Requested By Me | Requester – Current-user | Tickets in which the current user is the ticket’s requester. |
| My Resolution Overdue Tickets | Agent – Current-user Resolution – Overdue Status-category – Pending | Holds the tickets assigned to the currently logged-in user, where the status category is pending and resolution time is less than the current date-time. |
| My Today Resolution Due Tickets | Agent – Current-user Resolution – Due by today Status-category – Pending | All the tickets assigned to the currently logged-in user have the status category as pending and resolution time within a current day (12:00 AM – 11:59 PM) |
| My Pending Tickets | Agent – Current-user Status-category – Pending | All the tickets are assigned to the currently logged-in user where the status category is pending. |
| All Tickets Resolution Due Today | Resolution – Due by today Status-category – Pending | Holds all the tickets with the status category as pending and resolution time within a current day (12:00 AM – 11:59 PM). |
| Tickets I Am Watching | Watcher– Current-user | Holds all the tickets that the current users are watching. |
| Tickets I’m Mentioned On | @mentioned user is the current user | All the tickets where the current user is mentioned either in public or private message |
| All Unsolved Tickets in My Group | Groups – Current user group Ticket status – Not in solved and closed | Holds all the tickets that are not in solved or closed status and are assigned to the current user group, but the agent field is empty. |
| All Unsolved Tickets | Ticket status – Not in Solved or Closed | Holds all the tickets where the status is not solved or closed. |
| My Unsolved Tickets | Agent – Current-user Ticket status – Not in Solved and Closed | Holds all the tickets assigned to the currently logged-in user where the ticket status is not solved or closed. |
| All Pending Tickets | Status category – Pending | Holds all the tickets where the status category is pending. |
| All Response Overdue Tickets | Response due – Overdue Status category – Pending | Holds all the tickets where a response is overdue and the status category as Pending. |
| My Response Overdue Tickets | Agent – Current-user Response Due – Overdue Status category – Pending | Holds all the tickets assigned to the current user when the response is overdue and the ticket status category is Pending. |
| SLA Breached Tickets | SLA-breached-count > 0 | Holds all the tickets where SLA is breached at least once, and maybe a response or resolution is due. |
| Tickets I am cced on | CC – Current-user | Holds all the tickets where the current user is present in the CC filed. |
| All Resolution Overdue Tickets | Resolution – Overdue and Status category – Pending | Holds all the tickets where the resolution is overdue, pending status category. |
Editing the Predefined Default Ticket Views
To modify the settings in the predefined default ticket views, follow these steps:
- Go to the Tickets Module.
- Click on the context menu of any one of the predefined default ticket views.
- Select Edit Settings option from the menu.
- Click the Edit Settings option, and a new dialogue box with the specifics of the ticket view appears in the window.
- You can modify the View Name and Ticket Sorting fields in the predefined default ticket views.
- Click on the Update button to save the changes.
Permissions to Edit the Predefined Default Ticket Views
An agent must have the Manage ticket views permission granted to his or her role in order to modify the settings in the predefined default ticket views.
Refer to this article to learn more about Roles and Permissions.
- To optimize your workspace while handling tickets, BoldDesk allows you to expand or collapse sidebars based on your viewing mode: In Grid View and Card View, you can toggle the left sidebar to maximize screen space. In Detail View, both the left and right sidebars can be expanded or collapsed, offering a more focused and wider ticket experience.
- This functionality is also available in the Activity, Knowledge Base, and Chat modules, ensuring a consistent and customizable interface across the Agent Portal. Check out the illustration below to see how it works.
