Configuring the Ticket Grid View in BoldDesk Agent Portal
The ticket grid view in BoldDesk is a powerful tool that allows agents to manage and monitor tickets efficiently. To enhance usability and tailor the interface to individual preferences, BoldDesk provides options to customize and reorder the columns displayed in the grid. Here’s how you can do both:
Check out this video for more details.
1. Customizing Ticket Grid View Fields or Columns
Agents can personalize their Ticket Grid view by selecting which fields (columns) they want to display. This is done using the Column Chooser feature.
Steps to Customize Columns:
- Navigate to the Ticket List Page in the Agent Portal.
- Click on the Grid View option.
- Select Columns to open the Column Chooser dropdown.
- From the list, you can choose up to 15 fields you want to display in the grid.
- Click Apply to save your selection.
You can include both default and custom fields in your selection. This flexibility ensures that agents see only the most relevant information for their workflow.
2. Reordering Columns in the Grid View
Once you’ve selected the fields to display, you can rearrange their order to suit your preferences.
Steps to Reorder Columns:
- In the Column Chooser, after selecting your desired fields, look for the Reorder option.
- Use drag-and-drop functionality to rearrange the columns in your preferred sequence.
- Click Apply to update the grid view with the new column order.
This feature helps agents prioritize the most important ticket details by placing them at the forefront of the grid.
3. Reset Option in Grid View
When both Column Chooser and Default Fields filters are used to customize the ticket grid view, a Reset option will appear at the top of the grid. This option allows users to discard any temporary column selections made using the Column Chooser and revert the view back to the default column layout defined in the Default Fields.
For more details regarding Set Fixed Columns for All Agents in the Ticket Grid View, refer to this Article.
- You may adjust the ticket grid view by selecting the specific fields using the Column Chooser and select up to 15 fields to display.
- Furthermore, within the ticket detail view, you can rearrange the ticket fields in the form by utilizing the drag-and-drop functionality to place them in your desired order. These modifications will also appear on the ticket details page.
BoldDesk does not provide the capability to customize the card view for displaying additional fields other than the ones listed below:
- Subject
- Category
- Requester
- Priority
- Assignee
- Resolution Due
- Status
- Brand
- Ticket ID
