Managing Ticketing Workflow by Views
ABOUT VIEW TYPES
CUGIC includes the following view types:
Pre-defined views are created when you open CUGIC Support account. You can either edit or deactivate most of these views; however, the Suspended tickets and Deleted ticket views cannot be modified, edited or removed from your list of views.
Up to 12 shared views can be created by Administrators which will be accessible to all users or groups of users.
Up to 8 personal views can be created by Agents for their own use.
The Views Management Page
All your available views can be managed through Views Management Page.
To access the views management page, click on the Admin icon, then select Manage > Views. The Views page opens:
Browse the Views List
Views are divided by activation status. The default views are the active views on the views management page. You can also see the deactivated views by clicking the Inactive tab. If you have a large number of views, the list will be shown page wise. You can scroll through the pages to check all views.
Searching the Views List
If you know the name of the view you want to view, simply enter the name in the search bar at the top of the page.
Agents can create views for their own personal use. Administrators can create personal views, as well as shared views to be used by multiple agents.
How to add a view?
- On the top of Views Management page, click Add view.
- Enter a title for your view
- Add condition to define the collection of tickets
- You can test the condition by selecting the Preview match for the conditions
- Set the formatting options
- Set the availability of the view
- Click Create view
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