Next are Ticket Views. Views encompass Lists, Filter Profiles and Column Profiles. All of which can have a global default as well as being an agent preference.

Lists

These are a way of further filtering which tickets appear on screen. They can be customised here and we have a few pre-configured for you out-of-the-box. By default, the incidents area will show "Incidents by Team" but this can be changed by clicking "Incidents by Team" and selecting a new view:

Filter Profiles

Filter profiles are used in conjunction with lists to add extra filtering. Some more common ones used are "Open Tickets", "Tickets on Hold" and "Closed Tickets". These can be configured here.

Column Profiles

Finally, there are column profiles. We have default column profiles set for each ticket area but they can be configured here. You can also reach this configuration while on the ticket screen by clicking the elipsis menu in the top right corner and clicking edit columns. 

You will be able to add any field in the system (including custom fields) by clicking the "Add+" button. You can reorder the columns by dragging and dropping the fields. You can also sort, group by and override the column headers by clicking the pencil icon:

Much more customisation can be done here including default views, grouping and restrictions. For more information check out our guides page or talk to an expert.