Manage Views and Sections in GorgiasUpdated 2 hours ago

Views and Sections are a powerful way to organize tickets and streamline your workflow in Gorgias. Whether you’re organizing a high volume of tickets in your helpdesk, or simply trying to stay on top of your own queue, creating Views and Sections can make a big difference. Read on to learn about the different types of Views and Sections, and who can manage them.

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Requirements

• Views and Sections are available on all Helpdesk plans
• Admins and Lead Agents can create and manage Shared Views and Sections for everyone
• Everyone can create and manage Private Views and Sections

Types of Views and Sections

Default Views

All Gorgias helpdesks come with a series of Default Views designed to help agents manage tickets. These Views can’t be customized, but Admins can add or remove them from everyone’s sidebar.

Default Views organize tickets into the following categories:

• Inbox - Open tickets assigned to me
• Unassigned - Open tickets not assigned to anyone
• All - All open tickets
• Snoozed - Snoozed tickets assigned to me
• Closed - All closed tickets
• Trash - Deleted tickets (permanently removed after 30 days)
• Spam - Tickets identified as spam (permanently removed after 30 days)

Shared Views

Admins and Lead Agents can create Shared Views to organize tickets into categories that are relevant to your brand. These Views appear in the sidebar under the Shared Views section, and will filter tickets based on conditions determined by your Admins. Only Admins and Lead Agents can edit, add, or remove Shared Views from the Sidebar. Shared views can be Shared with specific agents and teams, or Public so that all agents in your helpdesk can see them.

Private Views

You can create and manage Private Views to organize tickets into categories based on filters that are important to you. When you create a Private View, it will be added to only your sidebar.

Sections

Sections group multiple Views together in your sidebar. For example, you might have Views for Facebook, Instagram, and WhatsApp tickets, that you group together in a Section called Social Media.

Manage Views

The Views you create in your helpdesk are dynamic, and tickets will be added to each View based on the attributes you assign when creating the Filters. A ticket will appear in one or more Views based on whether it meets the attributes of a View’s Filter(s); meaning that it’s possible for a ticket to appear in multiple Views, but it isn’t possible to manually move a ticket between them.

Add or Remove Default Views

Admins can add or remove Default Views from everyone’s sidebar. Here’s how:

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the sidebar, locate Ticket management, then select Default views.
3. Check or uncheck the Views to include or remove them from everyone’s sidebar.
4. Click Save Changes.
   
   

Create a View

To create a View, you’ll need to set up one or more Filters to determine which tickets appear in the View. Filters are made up of three parts, the filter, the operator and the value. Admins and Lead Agents can create up to 500 Shared Views that appear in everyone’s sidebar, and anyone can create up to 20 Private Views that appear in only their own sidebar. Here’s how:

1. From your helpdesk, click the Tickets icon in the navigation bar.
2. Click the plus icon next to either Shared views or Private views, then select Create view.
3. Add a name for the View, and select an emoji, if you’d like.
4. Click Add Filter, then select a filter from the menu.
5. Select an operator, then select a value.
6. Click Create View.
   
   

Edit a View

Admins and Lead Agents can edit Shared Views, and anyone can edit their Private Views. Here’s how:

1. From your helpdesk, click the Tickets icon in the navigation bar.
2. In the sidebar, locate and select the View you’d like to edit.
3. At the top of the View, click the Edit View icon next to the View’s name.
4. Adjust your filters, then click Update View.
   
   

You can also decide which data columns appear to anyone who opens a View.

1. From your helpdesk, click the Tickets icon in the navigation bar.
2. In the sidebar, locate and select the View you’d like to edit.
3. At the top of the View, click the Edit View icon next to the View’s name.
4. Click the Grid icon at the end of the title row of the ticket table.
5. Check or uncheck the columns to include or remove the data from appearing in the View.
   
   

Change visibility settings

Admins and Lead Agents can adjust Shared Views to either be Public — to appear in everyone's sidebar, or Shared — to appear only for the teams or users they specify. Admins and Lead Agents will see all Shared Views in their sidebar.

1. From your helpdesk, click the Tickets icon in the navigation bar.
2. In the sidebar, locate and select the View you’d like to edit.
3. At the top of the View, click the Edit View icon next to the View’s name.
4. Click Sharing in the top-right corner.
5. Select either Public, Shared, or Private. For Shared, search for and select the teams or users that should see the view.
6. Click Update View Sharing.
   
   

Delete a View

When you delete a View, the tickets within it will not be deleted. Shared Views can only be deleted by Admins and Lead Agents.

1. From your helpdesk, click the Tickets icon in the navigation bar.
2. In the sidebar, locate and select the View you’d like to edit.
3. At the top of the View, click the Edit View icon next to the View’s name.
4. Click Delete View, then click Confirm.
   
   

Order Views

You can rearrange the Views in the sidebar to order them however you’d like. Shared Views can only be re-ordered by Admins and Lead Agents. Changes to the order of Views are visible to everyone. 

1. From your helpdesk, click the Tickets icon in the navigation bar.
2. In the sidebar, locate the View you’d like to move, then click and hold to select it.
3. Drag and drop the View to your desired location in the sidebar.
   
   

Manage Sections

Unlike Views, Sections are static, so you’ll need to manually add Views to Sections when organizing the sidebar. Only Admins and Lead Agents can create Sections in Shared views, but anyone can create a section in their Private views.

Create a Section

1. From your helpdesk, click the Tickets icon in the navigation bar.
2. Click the plus icon next to either Shared views or Private views, then select Create section.
3. Add a name for the Section, and select an emoji, if you’d like.
4. Click Create.
   
   

Add Views to a Section

Once you’ve created a Section, drag a View from anywhere in the sidebar into the Section to add it.

1. From your helpdesk, click the Tickets icon in the navigation bar.
2. In the sidebar, locate the View you’d like to add, then click and hold to select it.
3. Drag the View over the name of the Section, then Drop it to add it.