✔️ Available on all subscriptions.

Within Teamwork Desk, you can create custom ticket views to include tickets based on certain conditions.
 

Create a custom view

  1. Click Quick add in Teamwork Desk's main navigation menu.
  2. Select Add custom view.



  3. Fill out the custom view's general details:
    1. Name (required)
    2. Description
    3. Shared — toggle on to share the custom view with all agents. 
    4. Group by — choose how tickets are ordered (ex. priority or assignee).
  4. Set conditions that need to be met in order for tickets to be included in the custom view. Click the Select condition dropdown in either section (match any or match all) and choose your criteria (ex. priority is high, assignee is not equal to a specific agent, ticket has attachment, subject contains specific text).
    1. Match any — includes tickets matching any of the selected conditions.
    2. Match all — includes tickets matching all of the selected conditions is matched. 
  5. Click Add condition for each additional condition you want to set.
  6. Review the custom view's settings.
  7. Click Create custom view. 
  8. Next, choose an option:
    1. Click Continue in the review pop-up to complete the setup. 
    2. Click Cancel to return to the custom view builder.

Access custom views

  1. Click Tickets in Teamwork Desk's main navigation menu.
  2. Scroll to the Custom Views section in the left navigation panel.
  3. Select the relevant custom view.

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The custom view's associated tickets (matching its specified conditions) are listed in the main tickets view.

Show or hide and reorder custom views

  1. Click Tickets in Teamwork Desk's main navigation menu.
  2. Scroll to the Custom Views section in the left navigation panel.
  3. Click the manage icon () on the 'Custom Views' heading's right.
  4. Choose which custom views to show:
    1. Check the box on the left of each custom view you want to keep active. Uncheck the box on the left of each custom view you want to hide from view.

Only checked custom views are listed under the 'Custom Views' heading in the Tickets area's left navigation panel.
 

Reorder custom views

  1. Click Tickets in Teamwork Desk's main navigation menu.
  2. Scroll to the Custom Views section in the left navigation panel.
  3. Click the manage icon (Image Placeholder) on the 'Custom Views' heading's right.
  4. Choose which custom views to show:
  5. Reorder custom views:
    1. Click Edit at the top of the custom views pop-up.
    2. Click the icon on a custom view's left and drag it to a new position in the list.

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For more information, see: Custom Views