Views are essentially saved filters for your conversations, allowing you to quickly access specific groups of conversations without having to apply the same filters repeatedly. They can be created for various purposes, such as sorting conversations by department, status, or any other criteria you define. This article will walk you through how to manage custom views BeDesk.
You can manage views by either accessing views page from admin area or by clicking edit button next to views in the inbox sidebar. From here you can:
Create a new view
Edit system views or custom views
Deactivate a view. This will temporarily disable the view without deleting it. You can later reactivate it.
You can configure the following properties when editing or creating a view:
Name: Give your view a descriptive name, like "Technical Support" or "Customer Service."
Description: Provide a brief description of what the view is for.
Pinned: This option pins the view to the top of your inbox sidebar for quick access.
Who has access: Control which agents can see and use this view.
Any agent: The view is public and visible to all agents BeDesk.
Only view owner: The view is private and only visible to you, the creator.
Agents in specific group: The view is only visible to agents who are members of a selected group.
Order by: Select how the conversations in the view should be sorted and whether the order should be "Ascending" or "Descending". You can sort by the following attributes:
ID: Sorts conversations by their unique ID number.
Status category: Sorts conversations by their current status category.
Latest update: Sorts conversations by the most recent activity.
Request date: Sorts conversations by the date they were created.
Solved date: Sorts conversations by the date they were closed.
Priority: Sorts conversations by their assigned priority level.
Assignee: Sorts conversations alphabetically by the assigned agent's name.
Group: Sorts conversations alphabetically by the assigned group's name.
Requester: Sorts conversations alphabetically by the customer's name.
Conversation type: Sorts conversations by their type (e.g., Ticket, Chat).
Rating: Sorts conversations by their customer satisfaction rating.
This is where you define the criteria that a conversation must meet to appear in the view. You can set up two types of conditions:
Under "Conversation must meet all of these conditions," you can add multiple criteria. A conversation must satisfy every single one of these conditions to be included in the view. This creates a very specific, narrow filter. For example, you might set a condition for Category to be Technical Support.
Under "Conversation can meet any of these conditions," a conversation only needs to satisfy one or more of the conditions listed to be included. This is useful for creating broader views that include conversations that match a few different criteria. For example, you could include conversations from either Category Technical Support or Category Sales.
To add a condition, click the "+ Add condition" button and then select the desired attribute (e.g., Category, Status, Agent, etc.) and the corresponding value. You can add as many conditions as needed.
When adding a condition, you can choose from the following options:
Status: Filter conversations based on their current status (e.g., Open, Closed, Pending).
Type: Filter by the conversation's type, such as Ticket or Chat.
Channel: Filter by the source of the conversation, such as Email, Widget, or Website.
Hours since created: Filter conversations based on how many hours have passed since they were created.
Hours since updated: Filter based on how many hours have passed since the conversation was last updated.
Hours since closed: Filter based on how many hours have passed since the conversation was closed.
Created at: Filter by the exact date and time a conversation was created.
Updated at: Filter by the exact date and time the conversation was last updated.
Closed at: Filter by the exact date and time the conversation was closed.
Tags: Filter for conversations that have been assigned specific tags.
Assignee: Filter by the specific agent assigned to the conversation.
Group: Filter conversations assigned to a particular group or team.
Customer: Filter for conversations associated with a specific customer.
Customer's country: Filter conversations based on the country of the customer.
You will also be able to filter by any custom conversation attributes you have created.
The Columns section allows you to customize which columns are visible in conversations table for this view and in what order. This helps you quickly see the most relevant information for each conversation.
Add a column: Click the "+ Add column" button to choose from a list of available conversation attributes to display in your view.
Reorder columns: Drag and drop the columns using the handle on the left side of each column to change their order of appearance.
Remove a column: Click the "X" icon next to a column to remove it from your view.