Viewing Tickets and Lists

Agent and User Impersonation

Column Profiles

The knowledge base article provides a comprehensive guide on configuring and managing column profiles within a system. It covers topics like configuring columns for different views (Tile, Kanban, Gantt), sorting tickets based on specific attributes, enhancing visibility of child tickets from a main list, and administering access control to these profiles. Additionally, the article explains how column profiles can be tailored for billing-related tasks such as quotations, sales orders, and invoices, allowing for a customized approach depending on various system areas and functionalities.

Connected Instances

Customising how your Tickets Look

Customising Ticket Views in Halo

Drag and Drop Tickets Onto a Calendar to Create Appointments

Filter Profiles

This article provides a comprehensive guide on using filter profiles in ticket and project management systems. It explains how to configure and apply filter profiles to view specific ticket statuses such as Open or Closed. The guide covers setting user-specific visibility and using dynamic filters for ad-hoc ticket filtering. It also discusses configuring tickets for billing review and setting filters on the self-service portal. Dynamic features introduced in version 2.210+ allow agents to create flexible, on-the-fly filter criteria to streamline ticket management.

Grouping Tickets by Ticket Type in a Column Profile

How To Bulk Update Tickets, Drag and Drop Tickets Into Different Queues and an Explanation of Ticket Symbols

Internal Conversations

Navigating the Software

Redact Sensitive Audit Logs on a Ticket

Redacting Card and Social Security Numbers (SSN)

Searching Entities

Ticket Dashboards

This article provides a comprehensive guide on using Ticket Dashboards for organizing and displaying ticket information in a customized manner. It covers the benefits and methods of creating and configuring these dashboards, including how to add and display widgets for detailed ticket insights. The guide also explains the use of Reports, Ticket Details, and Custom HTML widgets, offers configuration tips, and outlines the process for customizing the dashboard layout for optimal ticket management and visibility within an organization.

Ticket Views

This knowledge base article details the various ways to view and organize tickets within a service desk platform. It covers default views, ticket viewing options by team, type, and status, and customizing views for child tickets with Gantt and Kanban options. The article also explains how to configure column profiles, which dictate the information shown in ticket tables, and discusses advanced options like multi-ticket filtering. Additionally, it includes instructions on mentioning agents directly from the ticket list and setting up views for sales processes.

Tile and Kanban HTML $ Variables

This article provides a comprehensive list of variables that can be used with Tile HTML and Kanban HTML in ticket and sales module views. Users in the Configuration settings can utilize these variables by placing a dollar sign ($) in front of them, allowing for customized display options in column profiles for both tickets and sales.

Using "Drag and Drop"

Viewing Tickets in the Portal

This article is a guide on configuring the Self-Service Portal for viewing tickets. It details steps on setting default ticket types, customizing ticket views, and editing actions associated with tickets. Users can configure visibility and details of tickets, such as public actions and SLA information. It also explains how to customize column profiles and default views for users, facilitating an organized ticket management experience on the portal.

Working on Tickets