Support Help

View Tickets

Zoho Support provides you with a number of views based on the criteria that you choose or create. You can find these views on to your left in the Ticket Homepage.

Below are the different types of views available

  • All Tickets: Lists all the tickets irrespective of any status like open, closed etc.
  • Tickets for Review: Lists all the tickets that are for review by supervisors.
  • Customer Responded Tickets: Lists all the tickets that are responded by the customers.
  • Unassigned Tickets: Displays the tickets that are not assigned to agents.
  • Spam Tickets: Displays all the tickets that are spam.
  • SLA Violated Tickets: Lists down all the tickets that are not responded within the response time.
  • Overdue Tickets: Lists all the tickets that are not answered within the response time and has crossed the SLA (Service Level Agreements)
  • My Tickets: Displays the tickets assigned to your user id.
  • My Open Tickets: Displays all the tickets that are with the status open.
  • My Overdue Tickets: Displays your tickets that have crossed the SLA.
  • Todays Tickets: Shows all the tickets that are due for an agent before the end of the day.
  • Today + Overdue: Displays all the tickets that are overdue for today.
  • Open Tickets: Lists all the open tickets irrespective of agents.
  • Closed Tickets: Displays all the tickets that were closed by the agents.
  • Escalated Tickets: Displays the tickets that are escalated to the supervisors other than the agent.
  • Ticket Created after last login: Lists down tickets that are created after the last login of the agent.
  • Ticket Modified after last login: Displays tickets that are modified after the last login of the agent.

 View Requests

Note:

  • It is not possible to edit or delete the above predefined views.

Create Own View

Apart from using the above default views, you can create your own views.

  1. Click Create New View in the Tickets Homepage, on to your left.
  2. In the following page, Enter the View Name which is mandatory.
  3. Select your filter criteria.
  4. If you want to add more criteria, click the + sign at the end.
  5. You can combine two or more criteria with the AND or OR pattern.
  6. Select the Accessibility Details from the below option:
    • All agents are allowed to view this custom view.
    • Show this Custom View only to me.
    • Allow the following users to view this Custom View.
  7. If you choose the option Allow the following users to view this Custom View, follow the below steps:
    • Select the Source Type from the list.
    • Select the users from the Available Column and click Add to the Selected Column.
  8. Click Save.

Create Custom View

You can view these newly created views under the heading Custom View.

Edit Custom View

To Edit your custom view, do the following:

  1. Select any of your created views under Custom View.
  2. Move your pointer over your selected view.
  3. Click which appears.
  4. Do the relevant changes in the Name or Criteria Fields or Accessibility Details.
  5. Save the changes.

Delete Custom View

To delete custom view, do the following:

  1. Select any of your created views under Agent Created View.
  2. Move your pointer over your selected view.
  3. Click which appears.
  4. Click OK on the confirmation message box.

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