Ticket views help you organize your tickets by grouping them into lists based on different conditions. Custom ticket view is where you can add additional criteria to view your ticket lists.
A ticket view consists of one or more conditions that define a collection of tickets to display. If these conditions are met, the ticket is included in the view.
Some of the default views created based on the usual needs include Pending Tickets, Solved Tickets, and more.
The support team receives tons of tickets every day.
With every customer’s expectation to get their queries resolved within a day, it can be a lot of pressure for your agents to cater to all customers at once.
Thus, ticket views make it easy to sort the tickets based on different criteria. It ensures that:
Views are important for managing the ticket flow as it helps you sort your tickets when they move through the ticket lifecycle.
EngageBay service ticket view lets you create new views based on different conditions. You can create custom views based on status, type, last created, updates, etc.
Just follow these simple steps:
i. Go to your Service dashboard and choose Views.
ii. In the upper right corner, click on Create View.
iii. Name your views, and click Add Condition. Choose a condition and set a value for the same. Hit Submit.
iv. Your view is now created. You can see it listed under the Views tab.
Start sorting tickets out under the Tickets tab.