I’d like to be able to select a default ticket view and ideally per agent even.
Closed
Agent Default Ticket Views
Hi Chris,
Currently,we handle this in such a way – Once an Agent logs in and selects a view, say , “My Open Tickets”, this is kept in the session and even if the Agent navigates to some other page, when he returns to the tickets page,the same “My open tickets” will be set as default view.
We will surely consider your suggestion and try to include this option
Thanks and regards
Vijay
We have multiple agents using multiple different tags to open tickets. Can we set an individual default opening view?
Hello Colleen,
Yes, this has been implemented. Once the selection changes, it is persisted for the user as the default view that the Tickets tab will show for them.
Thanks,
Sudha
+2It would be nice if the default view could be set and saved as a property of the agent profile, so it would persist across logins. This might also allow it to be assigned and synced by SSO.
We should be able to select a default view for our agents! If not, its one more thing to ask and check on their to do list
Agree. Otherwise they can set a filter that misses tickets and then we end up with aging unresolved tickets that the manager has to follow up on.
+1I'm on board with making this a setting where you as admin or an individual agent can set the default view. The temporary login in and out thing and it "might" stick doesn't work effectively enough. It's either that, or make current default one a little more flexible. Leave it so that "open" has to be on the list, but allow them to add some additional parameters to the filter and save it under that same name. Something! Agents are not seeing all of their possible tickets with the current settings for "new and my open tickets". It doesn't even look at the new "internal groups"/"internal agents" settings where tickets may be assigned to them and they not see them.
We use different statuses and our agents have to constantly switch this to All Unresolved tickets. It seems like this shouldn't be difficult to enable either the agent and/or the administrator to set the default view to ensure tickets aren't missed. We really want our agents to open Freshdesk and begin work, not spend time setting filters, changing views, etc.
It works when you have changed it, but only in the session that you are working in. Once you close your browser and then open it again the filter is back to the standard 'New & My Open Tickets'. It would be better if it is a setting in the agent profile or that you could mark the filter as standard.
i would also like to see default views for indiviudual agents, groups, and for all agents, but especially for all agents. we currently just have our users use a bookmark to the correct ticket view
+3All I am looking for is for the default ticket view to switch from "Open" status to "All Unresolved." This has far more utility. Thank you!!!!!!
I agree, would like to be able to select a default view for each agent and also be able to save the view layout. Our agents need to use the table view and at the moment each time a new agent is onboarded we have to go into each of their views (there are a lot) and set up the fields on their table view within each of these views. Very time consuming!
Super easy workaround...create a hyperlink for your ticket view. Bookmark or put a shortcut wherever you want.
https://<YOURSITE>.freshdesk.com/a/tickets/filters/search?orderBy=created_at&orderType=desc&q[]=created%3A%22last_month%22&q[]=status%3A%5B0%5D&ref=all_tickets
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