4.5 Views in Inbox

Owned by SUPPORT
Nov 03, 2024
5 min read

Views help you to organize customer tickets based on predefined conditions so that you can track them efficiently from the Agent Panel. If you are receiving multiple tickets on a daily basis, it can be difficult to track tickets and find the one that needs attention. You can categorize tickets into different Views by defining your own conditions. For example, you can have a View for unresolved tickets assigned to you and a View for pending tickets awaiting a response. 

Create Views

You can create multiple Views to quickly locate tickets with certain conditions based on predefined conditions. The Views help you narrow down the tickets you are looking for.

  1. Go to your system CloudCX installation domain, and log in with the agent account.

  2. Go to Inbox, and click the expand button.

  3. Click the Manage Views button to open the pop-up window.

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  1. In the Manage Views page, click + Add a New View.

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  1. In the New View page, you can do the following:

  • Enter a name for the new view.

  • (Optional) Turn on the Public toggle key to make all the agents in the system can access the new view. Otherwise, the filter can only be accessed by the agent who creates it.

  • Define the Logical Expression, you can use meet all, meet any, or use logic expression to trigger rules.

  • Click + Add a Condition to add a Condition for the rule to trigger.

  • Click Save, the new view will be created successfully.

If you select “use logic expression” to set routing rules, please note：

  1. Conditions need to be added before the input expression, otherwise the system will prompt “Invalid logical expression.”

  2. The parentheses must come in pairs and be written as half-width.

  3. Or, And are not case-sensitive. Space should be added before and after.

  4. The precedence of logical operators in order from highest to lowest is: (), And, Or.

  5. The number used in the expression must exist in the identifier number list.

  6. If you have 5 conditions, you can use Expression like (1 or 2 or 3) and (4 and 5). This expression means the rule will be triggered when any of the 1 to 3 conditions is met, as well as condition 4 and condition 5 are met. The number here is the condition identifier number.

The new view will be shown in the view list.

The new view will be shown in the view list, you can click the new view from the left view list to enter the new view and manage all the tickets under this view.

System Default Views

By default, the system provides the following Views, and you can enable or disable the views based on your requirements. 

  • All: Lists all the tickets from the integrated channels in the system.

  • My Open: Lists all the tickets whose Status is not Resolved and Assignee is @me.

  • My Chat Queue Open: Lists all the tickets whose Status is not Resolved and Chat Queue Assignee is @My chat queue.

  • Unassigned: Lists all the tickets whose Assignee is unassigned and Chat Queue Assignee is unassigned.

  • All Open: Lists all the tickets whose Status is not resolved.

  • @Mentioned: Lists all the tickets @me.

Manage Views

The system allows each agent to manage their own Views to suit for their unique requirements. You can create, sort, edit, or delete the Views as needed. Click the Manage Views button, then you can perform the following operations in the popup.

  • Create a new View: You need to define the View name, visibility, and rules for the new View. To create a View, click + Add a New View, then complete the View settings.

  • Enable Views: You can enable or disable the Views shown in the list. To enable a View, go to the View you want to enable, and turn on the Enable toggle key.

  • Sort Views: You can set the order of Views to display on your Agent Panel. To set the order of Views, go to the View you want to order, and drag and drop the View.

  • Edit Views: You can edit a View to modify its name, visibility, or rules. To edit a View, go to the View you want to edit, and click the Edit icon.

  • Delete Views: You can delete views that are no longer required. To delete a View, go to the View you want to delete, and click the Delete icon.

The view created by the system can not be edited, All view can not be disabled.

Typical View Use Cases

The following lists some typical use cases and corresponding condition settings. You can use the sample Condition alone or in combination to meet your own requirements:

  • Tickets assigned to a specific agent
    Consider a scenario when one of your agents is out of office, and you're tasked to work on their tickets while they're away. One way to ensure you attend all tickets assigned to them would be by creating a View containing all their tickets.
    The sample Condition: Assign is {agent name}.

  • Tickets that are created today
    Consider a scenario when you want to display all tickets created on that day.
    The sample Condition: Created Time is @Today.

  • Tickets created from a social channel account
    Consider a scenario when you want to display all tickets created from a social channel, such as Facebook or WhatsApp.
    The sample Condition: Channel is Facebook.

  • Tickets with urgent priority
    Consider a scenario when you want to display all urgent priority tickets.
    The sample Condition: Priority is Urgent.