Saved views and filters

Enterprise feature (new in 1.19.1, helpdesk). See the Helpdesk overview.

The desk’s built-in views (Mine, Unassigned, Open and the rest, see Queues) cover most days. When you keep looking for the same tickets, such as “urgent VPN tickets nobody has picked up”, filter the queue once and save the list as a view.

Filtering the queue

Choose Filter (the filter icon in the list’s header) to open Filter tickets:

Field	Narrows the list to
Start from	Every ticket, or one of the built-in views
Contains	Words in the subject, requester or conversation, a name, or a number like #1047
Status	Any status, Not solved, or one status
Priority	Any priority, or one priority
Team	Any team, or one of your teams
Owner	Anyone, Me, or Nobody (unassigned)
Tag	Tickets with that tag
Created	Any time, Today, or In the last 7, 30 or 90 days

Show list applies it. A strip above the list says what it is filtered by, with Save view and Clear. “In the last 7 days” means the last seven days counted back from now, not the calendar week.

Saving a view

Choose Save view on the filtered list, or the + beside My views (“Save this list as a view”) on any list, including a report’s drill-down. In Save this view:

1. Give it a Name.
2. Choose Who sees it:
   • Only me: it appears under My views.
   • A team: everyone in the team sees it under that team’s views. When you lead more than two teams, choose A team and pick it from the list.
3. Save view.

Each saved view sits in the views column with its own live count, counted for each person from the tickets they can see. A team view shows the same filters to everyone in the team, but each person’s list holds only the tickets they may see.

Changing a view

A view you may change has a … menu beside it (on hover, or when you tab to it):

• Rename…
• Edit filters… opens the Filter dialog for that view. Show list tries the change without saving it; Save to view saves it.
• Use the current list replaces the view’s filters with the list you are looking at.
• Delete…

On an open saved view you may change, the header’s filter icon reads Edit view.

Who may change which views

• Your own views: only you, and only you see them.
• Team views: the team’s members see them, as does anyone who manages every team. Creating, changing and deleting a team’s views needs Manage people in their teams in that team: team leads, Managers and Admins out of the box.

In the audit log

Action	Shown as
helpdesk.view.created	Saved a queue view
helpdesk.view.updated	Changed a saved view
helpdesk.view.deleted	Deleted a saved view