Within Freshdesk, saving different Filtered Views can help you quickly view and manage support tickets according to the filters you've selected. You can also create additional views to monitor and organize tickets.
Using Filtered Views
To find all tickets, navigate to the Tickets menu.
To view all created Filtered Views, select the Ticket Views icon. This will open a list of views. These views are organized into three separate groups:
a. Views you have created and are set to only be seen by you.
b. Views for your assigned group.
Example: V3, Billing, etc
c. Views for everyone.
Note: The other views seen are pre-set or created by other members of the team.
To create your own filtered view:
1. Navigate to the filters menu on the right of the Tickets module.
2. Set all desired filters for the view.
3. Select Apply. This will automatically preview all tickets with the applied filters.
4. Use the three-icon menu at the top left and select (from left to right) :
a. Save View - this view will save over your current filter using the filters chosen on the right. If you are on a default Filtered View, this icon will not appear.
b. Save As - rename the view and save it separately. It will appear as a new section at the top of your filtered view list of all of the ones that are for you. This choice also gives the option to change visibility to Just Me, All agents or Agents in groups.
Note: When selecting All agents, an agent from any group (including other products) can see the created view. When selecting Agents in groups, a drop-down menu will appear from which you can select a group. All the current groups listed are associated with V3.
c. Discard Changes - delete the current view and do not create a preset.
