Users can consider Views as email folders to help their ticket processing workflow.
Each view is a collection of emails with a set common condition or criteria. Users can further customize their own views for different purposes with different conditions. Also, users can define who can access this view.
As a ticket is first created in the ticket manager, it will progress through different stages of a ticket work cycle and get assigned to different Views.
The Ticket Manager has 12 default Views included. They will appear on the Ticket sidebar once the users toggle on the corresponding Default View option under the Default View column header.
Among the 12 Default Views, five Views cannot be disabled. They are Your unsolved, Reminder, Open, Pending, and Solved.
Let’s go through the important Views in the sidebar.
All of the tickets assigned to the user will be in this view. The status of these tickets can also be Open/ Pending /On hold. Namely, the same ticket can be seen in the View of Your unsolved, Open or Pending.
Tickets with a reminder will be assigned to this View. When clicking into one Ticket, the Set Reminder function can be found at the bottom right corner where the users can set the notification to be tomorrow, next week, or a specific date. Once the reminder date is set, tickets will move from the original Default view to 'Reminder' view. The ticket’s status will remain unchanged.
The Ticket will be reassigned to the top of the email list in the Open view when the scheduled time is triggered. Also, Ticket status will change to 'Open.'
For a ticket with Open status, it will get assigned to this View and it also indicates that this Ticket has been assigned to an agent. This view includes tickets with status as Open only
For a ticket with Pending status, it will get assigned to this View. This view only includes tickets with status set to Pending. It indicates that the ticket has been processed by an agent, who has replied to the inquiry of the requester. The ticket will stay Pending until the requester responds back with follow up questions or other replies.
The On-hold status will be only available if this view is enabled. Tickets with on-hold status will be assigned to this view. This view only includes tickets with status set to On-hold. It indicates that the ticket requires further assistance for resolution from a third party.
Tickets with solved status will be assigned to this view. This view always stays on. This view only includes tickets with status as Solved. Moreover, this indicates the issue has been resolved for the Ticket requester.
Solved tickets will be changed to closed tickets after 14 days. Following that, the ticket will be moved to the Closed View. Users could customize the number of waiting days at Settings > Tickets> General > Specify to change the number of the delay between tickets being moved from Solved to Closed.
Tickets with closed status will be assigned to this view.
- Users can’t manually change the Ticket status to Closed. Tickets have to move from Solved ticket to Closed ticket after a certain number of waiting days.
- Closed tickets will be archived after 365 days.
Ticket with Open/ Pending/ On-hold status will be assigned to this view. This view includes tickets with status as Open, Pending, and On-Hold
Open tickets without agent, pending and on-hold status will be assigned to this view. This view includes tickets with status as Open, Pending, On-Hold & No Agent assigned
Tickets with open, pending, on-hold & solved status and updated in the past 24 hours will be assigned to this view. This view includes tickets with status as Open, Pending, On-Hold & No Agent assigned. The same ticket will appear in Recently Updated/ Open /Pending/ On-hold/ Solved View.
The deleted status is only available if this view is turned on. Tickets with deleted status will be assigned to this view. This view includes tickets with status as Deleted only. If the Buyers responds back to the deleted ticket, the status of the ticket will change to Open, otherwise, the deleted ticket will be permanently removed.
The spam status is only available if this view is enabled. Tickets with deleted status will be assigned to this view. This view includes tickets with status as Spam only Spam tickets will be permanently deleted after 30 days.
- Your Views:
As well as having the Default Views, users can customize their own views. For example, users can create a View for VIP customers. All the tickets requested by VIP will be assigned to this View. To create a customized View, please go to Tickets > Views> Your Views> Add View> View Name> Save.
Agents can only see the list of Your Views that are setup in Ticket Settings>Agents>Views.
Only the user account granted with the permission of this certain view can assign tickets to this View. There are three ways to distribute the tickets to a certain View.
- Bulk action
Agents can manually assign multiple tickets to a certain View at once.
- The Dropdown Menu of the View Header in the Ticket Details
Click open a ticket, the drop-down menu will showcase a list of views that the agent has the permission to access. After selecting the designated View, the agent can save the changes.
Rule> Assign to Viewers
Users can set up a series of conditions and actions as a rule for the system to automatically assign tickets to certain Views when the tickets are created or updated.
The conditions set forth all the prerequisites of a certain rule. Once all the qualifications are met, it will trigger a course of action for the corresponding tickets. For example, all the channels, Views and Rules have been assigned under the Admin account.
When new tickets are created or an existing ticket is updated, the system will assess the condition of the tickers and take action automatically depending on that ticket’s qualifications.
If all the new tickets meet the qualification of the Rule, the system will assign all the tickets to Your unsolved Views based on the instructed actions.
Subsequently, the ticket will be saved in the Default View and Your View. In other words, one ticket will appear in 3 Views.
Providing that the tickets don’t meet the pre-set requirements or no rule set up for the new tickets and the system only has Default Views setup, the system will assign tickets to Default View and Unassigned based on their Ticket Status when the tickets are created in the Ticket Manager system.
However, the tickets will be assigned to Your unresolved. Agents can move the tickets to the Your Unresolved view manually.