Introduction of Views to Ticketing & Messaging

Views help you to organize the customer tickets so that you can track them efficiently. If your agents are receiving multiple tickets on daily basis, it can become difficult for your agents to track them and find the one that needs attention.

With Comm100 Ticketing & Messaging, you can quickly create multiple Views to locate certain tickets based on predefined conditions. The Views help you narrow down the tickets in your ticketing system and only display the tickets which require your attention.

For example, you can have a View for unresolved tickets assigned to you or a View for pending tickets awaiting a response. 

Using multiple Views, your agent can determine what tickets need attention so that they can plan accordingly in a specific order.


About View Types

In Comm100 Ticketing & Messaging, Views are categorized into two types: 

  • System Views. Also called default Public Views, which contain several pre-defined Views when accessing Comm100 Ticketing & Messaging. You can delete or edit these views. These Views are available to all agents in a specific group.
  • Custom Views. Your agents can create their own Views that is available to themselves or other agents. Your agents can organize Views into meaningful categories. For instance, to create Views to only display tickets, see this article. To create Views to access the messages from each channel, see this article

The following table lists default system Views in Comm100 Ticketing & Messaging.

System ViewsDescription
AllDisplays the list of all tickets from all the integrated channels available in the Comm100 Ticketing & Messaging system.
My Open

Displays the list of tickets when all of the following conditions are met:

  • Status is not Resolved
  •  Assignee is @Me 
My Department Open

Displays the list of tickets when all of the following conditions are met:

  • Status is not Resolved
  • Department Assignee is @My department
Unassigned

Displays the list of tickets when all of the following conditions are met:

  • Status is not Resolved
  • Assignee is @Me
  • Department Assignee is @My department
All Open

Displays the list of tickets when any of the following conditions are met:

  • Status is not Resolved
@mentioned

Displays the list of tickets when any of the following conditions are met:

  • @Mentioned Agent is @me


Actions on Views

Comm100 Ticketing & Messaging allows you to manage Views so that you can organize your tickets based on certain criteria. You can manage your views by creating, sorting, editing, and deleting them as needed. The following are the actions you can perform on Views from the Manage Views popup: 

  • Create New View: You can create a new View by setting a trigger rule and adding multiple conditions. To create a new View, click the New View button.
  • Sort Views: You can set the order of precedence of the View from the list. To set order of View, go to the View you want to order, and click the Move Up or Move Down icons.
  • Edit Views: You can edit Views in case you need to modify the trigger rules and conditions. To edit a View, go to the View you want to edit, and click the Edit icon.
  • Delete Views: You can delete Views from the list if it is no longer required. To delete a View, go to the View you want to delete, and click the Delete icon.

kb-Views-01.png


Ticketing View Scenarios

The following are some of the scenarios you can use to create Views.


Tickets Assigned to a Specific Agent

Consider a case where 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 example Condition: @Mentioned Agent is {agent name}.


Tickets That Are Created Today

Consider a case where you want to display all tickets created today because you're wanted to look for a specific query. You can create a View to do that easily. 

The example Condition: Created Time is @Today.


Tickets Created for Social Channel Account 

Consider a case where you want to display all tickets created for a social channel, such as Facebook, WhatsApp. You can create a View to do that easily. 

The example Condition: Channel is Facebook.


Tickets with Urgent Priority

Consider a case where you want to display all urgent priority tickets. You can create a View to do that easily. 

The example Condition: Priority is Urgent.


Tickets with Today's Follow Up 

Consider a case where you want to display follow-up tickets of today's date. In such cases, you need to first create a custom field (Follow-Up Date) from the Comm100 Control Panel. The custom field then appears as your condition while creating a View.

The example Condition: Follow-Up Date is @Today.


Ticketing View Conditions

Occasionally, instead of searching through the whole list of tickets, you need to see all tickets matching a specific condition. For example, you want to see all tickets assigned to your coworker, or you want to see all tickets belonging to a particular channel. You can create Views based on the following conditions: 

  • @Mentioned Agent
  • Assignee
  • Assignee Type
  • CS Team will follow up
  • Channel
  • Channel Account
  • Contact Identity
  • Contact Name
  • Created Time
  • Department Assignee
  • DevOps Ticket ID
  • Follow-up Date
  • If Has Draft
  • Inquiry Related
  • Is Read by Agent
  • Last Message Channel
  • Last Message Channel Account
  • Last Replied By
  • Last Replied Time
  • Last Status Changed Time
  • Last Updated Time
  • Priority
  • Profit Center
  • Secondary Assignee
  • Status
  • Subject
  • Tag
  • Ticket Id
  • Total Replies

In addition, you can also use custom fields as the condition while creating Views.