To view the helpdesk in Table View you select this icon at the top of the View Panel:

Table View is useful to get an overview of a long list of items.

When you're viewing the helpdesk in Table View you will see 2 panels; Navigation Panel and View Panel.

In Table View when you open an item it will open the item in the Content Panel in front of the Table View.

When you're viewing items in the helpdesk in Table View you will see them as a list of items; when you select an item it will open the individual item and the Table View will only be visible if you navigate back to the queue. This can be done by selecting a queue from the navigation panel again, closing all your open tabs, using the browsers' back button, or by using the back to queue button.

Viewing Options

You can display custom properties on items in Table View, when you add additional properties they are added as a column on the table.

To add properties select the View button at the top right of the panel, this will open a list of properties.

Select the properties that are most relevant to you and they will display alongside the other information on the items in your view panel, to remove a property just select it from the list again.

Or you can click Reset to default to restore the properties settings back their default.

You can have different properties and filtering for each of the different Ticket or CRM filters, e.g. you could have 'Agent' as a property on All Tickets but not have this apply to the Mine as the Agent would always be yourself.

Opening Items

You can have multiple items open at once, they are opened in the Content Panel and can be moved between using the open tabs in the Header.

When you open an item in Table View it opens the item in the Content Panel in front of the list of items.

If you use the back to queue button to navigate tickets:

Clicking the left-hand icon, will bring you back to the previous view of Tickets in Table View. Or if you select the dropdown on the right-hand side, it will show you the list of tickets in that queue in a Card View, so you can also navigate between tickets this way.

You can also navigate between your open tabs to select another item.

Grouping Queues

In Table View, you can enable visual grouping at the top of the interface. These Grouping bubbles let you quickly load tickets associated with the specific grouped item.

Enable the visual groups by selecting the filter icon next to the Group option.

In the Ticket Queue, you will see the list of tickets grouped by your choice, you can also load up the tickets associated with a particular item in the group by selecting the option.

E.g. you can select a specific agent from the list and load a view of just their tickets from the queue. De-selecting the agent will then return the full grouped queue into view.

The grouping possibilities with this new feature are extensive with the ability to view groups of the following fields:

• Ticket Properties

  • Agent

  • Agent Team

  • Brand

  • Department

  • Email Account

  • Language

  • Organization

  • Status

  • Status & Sub Status

  • Urgency

  • User

• Ticket Dates & Times

  • Date Created

  • Date Last Reply

  • Date Resolved

  • Date of Last Agent Reply

  • Date of Last User Reply

  • Hours User Waiting

  • Total Hours User Waiting

• Ticket Custom Fields

  • Select

  • Multi-select

  • Toggle

  • Date

  • Date and Time