How to Create Views in Richpanel?

Introduction

In customer support, efficiency and organization are key. Views in Richpanel help achieve this by allowing teams to filter tickets based on specific criteria, such as channel of origin or type of inquiry. This ensures that tickets are managed promptly and by the right team member.

Prerequisites

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Richpanel Account: Ensure you have access to your Richpanel account with the necessary permissions to create or modify views.

Understanding of Needs: Have a clear idea of how you want to categorize your tickets. This could be based on urgency, source (e.g., Instagram), or nature of the query.

Step 1: Navigate to Your Support Inbox

Log in to your Richpanel account.
Go to the Support Inbox. This is where all customer interactions are collected and managed.

Step 2: Create a New View

Look for an option to manage or create views, usually found as a button or in a settings menu within the Support Inbox.
Select "Create New View" or a similar option to begin setting up your view.

Step 3: Define Your View

Name Your View: Choose a clear, descriptive name that reflects the tickets you intend to group together, such as "Instagram Mentions" or "Urgent Queries".
Set Criteria: Define the conditions that a ticket must meet to appear in this view. For instance, you might want to create views for different channels like Instagram, segregating them into comments, direct messages, and mentions.

Note: Based on the conversation, remember that mentions may not always be clearly marked or might be grouped with comments. Ensure your criteria are set to capture these nuances.

Step 4: Save and Test Your View

After setting up the criteria, save your new view.
Test it by checking if the tickets are being categorized as intended. Adjust the criteria as necessary to ensure accuracy.

Conclusion

By following these steps, you can create customized views in Richpanel to better organize customer tickets and improve your team's response efficiency. Remember, the key to effective use of views is continuous refinement based on your team's evolving needs and customer interaction patterns.

For any additional assistance or to explore more advanced features, don't hesitate to reach out to Richpanel's support team. They are equipped to provide guidance and support to help you maximize your use of Richpanel for your customer service efforts.

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