Views: Use cases
Creating customized views in your helpdesk can significantly improve ticket management by helping you track specific types of conversations. Here are 10 practical views you can set up using filters to address different customer and support needs. Each example includes the purpose of the view and how to set it up.
Create View
Go to the Views section in Richpanel, click Create View, apply filters, set visibility, and save the view.
1. View by Brand
- Purpose: Manage tickets for specific brands if you handle multiple brands within your business.
- Example: Filter tickets where Brand = Brand A to focus only on conversations related to “Brand A.”
2. View by Conversational Fields (Feature Requests)
- Purpose: Track tickets related to customer feature requests for better prioritization and follow-up.
- Example: Filter tickets where Conversational Field = Feature Request to view all conversations tagged with feature requests.
3. Self-Service Topics
- Purpose: Monitor tickets generated from specific self-service topics to identify popular or problematic areas.
- Example: Filter tickets with Self-Service Topic = Order & Returns to view all customer inquiries about returns.
4. Agent-Specific Views
- Purpose: Monitor the workload or performance of individual agents.
- Example: Filter tickets where Assigned Agent = Harsh to see all tickets assigned to a specific agent.
5. Team-Specific Views
- Purpose: Focus on tickets assigned to specific support teams.
- Example: Filter tickets where Team = Team A to track all tickets being handled by that team.
6. View by Tags (Include/Exclude)
- Purpose: Categorize tickets based on specific tags for better prioritization.
- Example:
- Include Tags: Filter tickets with Tags = Replacement to focus on high-priority tickets.
- Exclude Tags: Filter tickets excluding Tags = Trouble-Shooting to avoid irrelevant tickets.
7. High-Priority Tickets
- Purpose: Focus on tickets that require immediate attention.
- Example: Filter tickets where Priority = High to ensure urgent issues are addressed promptly.
8. Support Emails
- Purpose: Track tickets based on the email address they were sent to.
- Example: Filter tickets where Support Email = support@example.com to view all queries received on a specific support email.
9. Unread Tickets
- Purpose: Identify and act on tickets that haven’t been reviewed yet.
- Example: Filter tickets with Status = Unread to ensure all customer queries are addressed promptly.
10. Tickets by Time
- Purpose: Track tickets based on their creation/closure time or the type of user.
- Examples: Filter tickets where Created Date = Last 7 Days or Closed Date = Today to track new or recently closed tickets.
By setting up these customized views, you can streamline your workflow, prioritize important tasks, and enhance customer support efficiency. Let us know if you need help configuring specific views!