Build and share custom views

A custom view is a saved list of tickets that match conditions you choose. This guide walks through building one, sharing it, and changing it later. For the views every team starts with, see Views and notifications.

Build a viewCopy Anchor Link

This example builds a view of urgent tickets nobody owns that have waited more than a day for a reply.

1. At the top of the view rail, open the View options menu (the ⋮ button) and choose New view. This needs the view.create permission. The builder opens in a side panel.
2. Under Details, enter a Name (up to 80 characters). The Description is optional (up to 300 characters) and is shown to the people the view is shared with.
3. Under Conditions, a new view starts with one condition, State is not Closed. Change it, or keep it, and choose the add controls to add more. For this example the view has three:
   • Priority is Urgent
   • Owner is Unassigned
   • Last customer message is before a time, or is within the last a number of minutes, hours, days or weeks
4. Under Sort order, choose Add a sort field. You can sort by up to 3 fields, and earlier ones win. Set each to Ascending or Descending, and use the move controls to change the order.
5. Under Columns, choose Add a column for anything missing and remove what you don't need. The columns appear in the ticket list in the order you set. A view needs at least 1 column.
6. Watch the count at the bottom of the panel. It reads "N tickets match now" and updates shortly after you stop editing. It waits until every condition has a value.
7. Choose Create view.

How conditions combineCopy Anchor Link

Conditions sit in blocks. A block matches when all of its conditions match (AND) or when any of them match (OR), and you can nest blocks inside blocks, up to 3 levels deep and 20 conditions in total. For example, "Priority is Urgent AND (Owner is Unassigned OR Tags has any of Escalation)" is one block containing a nested block.

You can filter on state, priority, group, owner, tags, waiting on, created, updated, last customer message, pending until and SLA status. Group can be Ungrouped, and owner can be Me or Unassigned. Filtering on customer isn't offered yet.

Share a viewCopy Anchor Link

Under Sharing, choose who can use the view:

For roles and groups, you must pick at least one. Sharing requires the view.share permission. Without it, the only choice is Only me and the panel tells you so.

You always see a view you created, even when you share it only with roles or groups you don't belong to. You still see only the tickets in groups you can access.

What sharing does and does not revealCopy Anchor Link

Sharing shares the view, meaning its name, description, conditions, sort order and columns. It never shares ticket access. Whoever opens the view sees only the tickets that match and that sit in groups they can already access, and counts follow the same rule. A person with no access to the Support group will see a shared view of Support tickets with those tickets missing, even though the view itself is shared with them. To change who can see which tickets, see Roles and groups.

The count in the builder is likewise limited to what you can access.

Edit a viewCopy Anchor Link

1. On the view rail, choose Edit next to the view. It appears only for views you can change. The panel opens with the view's current settings. After a save, the view is selected.
2. Change what you need and choose Save changes.

If you close the panel with unsaved changes, it asks Discard your changes?. Choose Keep editing to go back or Discard changes to leave.

Who can edit:

• A personal view: only its owner.
• A shared view: people with the view.edit permission. Changing who it is shared with also needs view.share. Changes reach everyone the view is shared with.

If someone with view.edit changes a shared view to Only me, which also needs view.create, they become its owner and the person who created it no longer sees it.

Personal views are not visible to anyone else.

Default viewsCopy Anchor Link

The default views are shared with everyone who can use them, and their sharing can't change. You can edit their conditions, sort order and columns only with view.edit. They can be hidden, but they can't be deleted. Needs Triage appears only for people with access to Ungrouped.

Arrange and hide viewsCopy Anchor Link

1. Open the View options menu (the ⋮ button at the top of the view rail) and choose Arrange views.
2. Drag a view by its handle to a new place in the list. Views you can't arrange have no handle and stay where they are.
3. To move a view with the keyboard, press Tab to its Reorder handle and press Space or Enter to pick it up. Use the Up and Down arrow keys to move it, then press Space or Enter to drop it, or Escape to cancel the move. Each step is announced to screen readers.
4. Choose Show or Hide next to a view to show or hide it on your rail.
5. Choose Done, or press Escape, to leave arrange mode.

The order is saved as soon as you drop a view. To change the width of the rail or collapse it, see Arrange your desk.