Ticket views

Updated 2 months ago by Romain Lapeyre

What are views?

Views are lists of tickets, filtered to meet the requirements of customer service.

By default, Gorgias includes 4 views: 

  • Open tickets: all the tickets that are open, meaning that need your attention
  • My tickets: tickets that are opened & assigned to you.
  • support@company.com: open tickets from your support email address only
  • Closed tickets: tickets that are closed. They don't need any further action from you. 

Creating a new view

As you use Gorgias, you'll probably want to create your own views. 

A view displays all the tickets that match certain filters. Filters can be a tag, a status, an integration, an assignee, a customer or a channel.  

Here's how to create a view: 

  1. In the blue navigation column, next to Views, click on the Settings wheel
  1. Click Create new view

  1. Click Add filter
    • Typically, add 2 filters: STATUS is not CLOSED and TAGS contain A-CERTAIN-TAG
  2. Click Create view

You're all set! Please note that the view is private. If you want to share it, you can edit its sharing options.

Alternatively, you can create a new view from an existing one. In that case, go to the view you want to use, click Edit viewedit the filters and click Save as new view.

How to update a view

Share a view

  1. Click on the name of the view
  2. On the top right of your screen, click on button "Sharing"
  3. Switch the view to public (shared with everyone), shared (shared with specific teams/users) or private (belongs to only one user)
    Please note that private view cannot be duplicated
When you create views, they are public by default.
Lead agents and admins see all the shared views, so they can have an overview of their helpdesk.

Organizing & hiding views

Each team member can choose: 

  • Which views to display
  • The order of the views
Hiding and organising views in a certain order is effective on account level only. This means that every user can hide/organise views in their own preference, without affecting other users.

To edit this, click on the Settings wheel, and check or drag & drop views.

Ordering tickets by Date Created

If you would like to sort your tickets by date created, here is how you can create a custom view.

When this is changed, it will affect all agents' accounts, not just the account of the agent who changed it.
  1. Go into the view you want to sort out (in our example, this is our Open Tickets view).
  2. Click on the blue icon on the right.
  3. Tick the Created box.

  1. Click on the triangle symbol to sort out by ascending or descending date.
  1. Click on update view.

  1. Confirm.
  1. You're all set!

Deleting a view

  1. Go to the view you want to delete and click on it
  2. Click Delete view
  3. Click Confirm

Deactivated views

If you delete an integration that is used in the filters of a view, then this view will automatically be deactivated. Then, you can update its filters as described here, or delete the view as described here if you don't need it anymore.

The same thing happens when you delete a team, a user, a tag or a customer that is used in the filters of a view.

Here is how a deactivated view looks like:

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