<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><p class="haloservicedeskvideo" id="isPasted"><strong>In this guide we will cover:</strong></p><p><strong>- Default Views (Agent Preference, Global Setting, Ticket Areas)</strong></p><p><strong>- Tickets Viewing Options (By Team, By Ticket Type, All Tickets)</strong></p><p><strong>- Custom Ticket Lists (My Lists)</strong></p><p data-pasted="true"><strong>- Configure Tickets By Team View</strong></p><p><strong>- How To get The "Add More Teams" Button To Display</strong></p><p><strong>- Column Profiles</strong></p><p><strong>- Mentioning Agents Directly From The Ticket List</strong></p><p><strong>- Sales Views</strong></p><section id="defaultviews"><p><strong><br></strong></p><p><strong><br></strong></p><p><strong>Associated Admin Guide: </strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1809" rel="noopener noreferrer" target="_blank"><strong>Views</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">What are Ticket Views?</span></strong></p><p>Ticket views are used to organise tickets within an area, allowing agents to easily find the tickets they need in this area. The view you select will determine how tickets are grouped together. </p><p><br></p><p>Options are specified in detail below.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc4NmU1N2JiLTEzNGUtNDY4YS1hZTRjLWM1YmFhYzRlZjZjYSJ9.dJtdTCdUASaIeeYzLKjp8weZAB4dHmfR7KjlISymCRo" width="310" height="403" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" id="isPasted" class="fr-fic fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 1. Picking a View</span></strong></p><p><br></p><p>From here you can select the ticket view you wish to have on an ad-hoc basis. You can also specify a default view in a few different locations.<br><br>The first is in your agent preferences:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkNDJiNTM5LWY3NjktNDFjYy05NzJmLTQwOWNmMzE2OWJhZiJ9.9a-PBhRnxxSwO0tkoXO4_DKTRcMgLptpS4AK15MGjRk" class="fr-fic fr-fil fr-dib" width="841" style="width: 843px; height: 513.561px;" height="514"><strong><span style="font-size: 10pt;">Fig 2. Agent Default View</span></strong></p><p><br></p><p>The second location is the setting to specify a default view globally for all agents Configuration > Tickets > Views.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkzM2IwMDkyLWRlNjktNGNiYS04NThjLWMyZjA5NmE0MTZhYyJ9.cbmQqOZ_JRPfJASejsg2ts3P8mq2fJDWSSTxhTVOkOY" width="402" height="181" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" id="isPasted" class="fr-fic fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 3. Global Default View</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Tickets Viewing Options</span></strong></p><p>The third is by Ticket Area. This allows you to have different views for different ITIL ticket types, as you may wish to have different views for change control to the ones you have for Service Requests (for example). In order for Agents to use their own configured view selected at Agent level, they must set the following default view for the ticket area:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllNTgyYzRiLTNmOWItNGQwNS04ZTY5LWU1MTI0MDY4MjNmNSJ9.sPwbntkGu9RUX0_T-DTG0AMbBxwoPzdUYKNJ6l7CFPE" class="fr-fic fr-fil fr-dib" width="561" height="847"><strong><span style="font-size: 10pt;">Fig 4. Area Default View</span></strong></p></section><p><br></p><p data-pasted="true"><strong>Tickets by Team</strong> shows all of the Teams the logged in Agent has access to. This will also take into account any Area restrictions you have in place, as some areas may be restricted to only show specific teams.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkzMDlmM2ZjLThlMWItNDRjYy04MWUzLTE1Zjc3NTM0ZjVmNyJ9.wbZIvWsWZc7PLoPuYk7tgttsdPCXHIcczXgksDMlwhg" width="245" height="425" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" id="isPasted" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 5. Tickets by Team</span></strong></p><p><br></p><p><strong>Tickets by Ticket Type </strong>will show your Tickets grouped by their Ticket Type. The filter profile will be applied to this, so you will need to Filter for All Tickets if you want to also show Closed on On SLA Hold tickets.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzYWYzMjAzLWNiOGQtNGM0Ny04OGVkLTg5OGY0ZDRlNDRkNyJ9._zdQ8czAcB8eg2B61heGl4hGRi8AWJ37Q0aawC3b1no" width="245" height="414" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" id="isPasted" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 6. Tickets by Ticket Type</span></strong></p><p><br></p><p data-pasted="true">When using the <strong>Tickets by Status</strong> view the Filter Profile is ignored, as closed tickets will still show here despite the filter being set to closed.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmOGM4NjY1LTJlOWEtNGEzOC04ZDYwLWQ0NjBlYTA4OWVhMCJ9.GwU5MyWPhm9B5GXSMd6Q0IA4712vn1rKzSfIpbU5KPc" width="250" height="375" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" id="isPasted" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 7. Tickets by Status</span></strong></p><p><br></p><p data-pasted="true"><span style="font-size: 11pt;"><strong>Tickets by Agent</strong> will show a list of agents and the tickets assigned to them. When this view is selected you will be taken to the tickets assigned to you by default. Agents will only be able to see the other agents they share a department with.</span></p><p><br></p><p><span style="font-size: 11pt;"><em><strong>Note: The "Tickets by Agent" view is only available when "<a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1442/#agent_visibility_type" data-pasted="true" target="_blank" rel="noopener noreferrer">Agent Visibility Restriction</a>" is set to "Agents must share a department to see each other".</strong></em></span></p><p><br></p><p><span style="font-size: 11pt;"><em><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkYmUzY2U1LTdhOWYtNDA1OC1iZGM5LWNjYjgxODJmYTY5MSJ9.5J7OUZtrfjzmzc-yyk69htk8a5MyDZZ2AnVU7bqqTGs" class="fr-fic fr-fil fr-dib" width="254" style="width: 256px; height: 389.234px;" height="389"></strong></em></span></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 8. Tickets by Agent</span></strong></p><p><br></p><p><span style="font-size: 11pt;">You can group agents together based on the status they have, using "Group Agents by their Status in the Treeview" under Configuration > Tickets > Areas > select and area > Details tab. You can make these grouping display with the status above by also enabling "Show a visible grouping for Agents in the Treeview based on their status".</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBiNmE0MGU3LWVjNWQtNGU4Yi1iM2UyLTA3Yjk4MjNkNzY3MiJ9.B52WNlerGR836I8tkw2N7vXtV3NqeiWJI67lDjZJa2E" class="fr-fic fr-fil fr-dib" width="287" height="401"></span></p><p><strong>Fig 9. Grouping Agents Together Based on Status</strong></p><p><br></p><p>The final view is <strong>All Tickets</strong>. This will show all tickets, regardless of Type, Agent, Team etc, however it still applies the Area level restrictions, so if you are in the Incidents Area which applies filters to only show tickets of an ITIL type of Incident, it will not show all tickets.</p><p>The way to get around this is to create a catch all area which does not apply any restrictions, and applying a default view of All Tickets to it. This will then allow you to always access a long list of tickets with no area restrictions.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxNTgwOTM0LWEwZjktNDA4OC04MGYwLWI1NTdkYTE4MmY4OSJ9.G7E8lwTYmzJrLIefbE3l9Gji6_upLoNtZ4Wq1oc_y6g" class="fr-fic fr-fil fr-dib" width="291" height="554"></p><p><strong><span style="font-size: 10pt;">Fig 10. All Tickets Area</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1MWExMjMxLTg4YTctNDI1Yi04MmM3LWFlNGE4N2ViMjE1MyJ9.HelhWr0uCjghDhyXkI8vdgrUvv78fv_jWH_DCU1qeck" class="fr-fic fr-fil fr-dib" width="623" style="width: 625px; height: 496.932px;" height="497"></p><p><strong><span style="font-size: 10pt;">Fig 11. Default View for All Tickets Area</span></strong></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Custom Ticket Lists</strong></span></p><p>Lists are ways to create custom subsets of tickets of a certain criteria.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmZjg5ZWMzLTMwM2QtNGI2ZC05NTg0LTZiNDdjYmQ3NGM1OSJ9.CGIz3nwctMU02dqtHx38tjQZYunRSHk94VHgYJks2TM" class="fr-fic fr-fil fr-dib" width="222" height="508"></p><p><strong><span style="font-size: 10pt;">Fig 11. My Lists</span></strong></p><p><br></p><p>You can set which lists you would like to show in your "My Lists" area by using the "Configure Lists" button in Configuration > Tickets > Views. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJjMTBmNTA4LTk2ZTItNGFjNC1hMWJhLWJmZWNjZmMxMmQ3NyJ9.TxBm9XkcXw6p5TBoTYW6-vu6vetD4aJd1DxRCBwHs-M" width="555" height="288" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 12. Configure My Lists</span></strong></p><p><br></p><p><span style="font-size: 12pt;"><strong>List Setup Screen</strong></span></p><p>To create a new list click the "Configure Lists" button in Configuration > Tickets > Views, or "Create a New List" at the bottom of the "My Lists" view on a ticket (Figure 11).</p><p><br></p><p><span style="font-size: 14pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkYmZjMmYzLWMyY2MtNDY4Zi05OGUyLTE4ZGI5NWY0Zjk4ZiJ9.jcrJv_6JtBorAQTuaPTKbg6kyGIkDgN_77EiBoG76lQ" width="1013" style="width: 1015px; height: 496.489px;" height="496" class="fr-fic fr-dii"></span></p><p><strong><span style="font-size: 10pt;">Fig 13. New List Setup Screen</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><ul><li><strong>List Name:</strong> Name of the list. </li><li><strong>Use:</strong> This is to determine which areas the list will be displayed in Halo. </li><li><strong>Sequence:</strong> This determines the order in which the lists are displayed, 1 before 2 etc.</li><li><strong>Show Count in Treeview: </strong>This allows you to determine whether or not the number of tickets in the list is displayed. </li><li><strong>Column Profile:</strong> This allows you to override the Column Profile when the list is selected. </li><li><strong>List Display Type:</strong> This allows you to specify whether to lock the use to Table/Tile/Calendar view.</li><li><strong>Show in the 'By Team' View: </strong>When checked this allows you to add this list to the Tickets by Team View.<ul style="list-style-type: disc;"><li>By default, these lists will show at the bottom (under the team dropdowns). These lists can show above the teams by enabling "Show custom lists above Teams in the 'By Team' view" in Configuration > Tickets > Views.</li></ul></li><li><strong>Halo API:</strong> This is an advanced option that allows you to view tickets from other instances of Halo using the API. </li></ul><p><br></p><p>Within the "Filter" tab, then add the criteria for which tickets will appear in this list.</p><p><br></p><p>You can filter by the mailbox that created the ticket within the list filters. In the below example, tickets created from mailbox 1 and 2 will be excluded from this list. </p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI2MDBiYWZiLTZlZjctNGE3NC1iMGRiLTgzZWYxOWE5MTgwYiJ9.NOsWJhdXXzPMqbE5-HWkFR_rLUvGsE7DoTS_ZoKUCvo" width="1225" style="width: 1227px; height: 463.703px;" height="464" class="fr-fic fr-dii"></span></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 14. Filter tab</span></strong></p><p data-pasted="true"><br></p><p>If you right click on an existing List in the Ticket Area (Figure 11), you will be able to edit the profile and "Save as New". If the Agent has the permission "Can Configure List Access Control", they will be able to specify whether to copy the Access Control when using this button. Prior to this version the Access Control will be copied automatically. </p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Configure List Groups</span></strong></p><p>There is also an option to allow grouping of lists, when checked on, there will be an option to add lists to groups, and also a button to configure groups.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzMTNiN2JkLWRlZmQtNGExYS1hMTliLTc2NmY0ZjhhOTk4ZCJ9.b_oKtE6Rye7nIEoD0wKuYqzhaneY-wh2uZ2qtjWZREA" width="539" height="267" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 15. Grouping of Lists</span></strong></p><p><br></p><p>Groups appear like this below, where "High Priority Requests" and "Breaching SLA" are lists within the group "High Level". Groups collapse or expand by clicking on them. </p><p> </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkNWNkY2UwLWY0ZjYtNGMyNy1hYzY2LTg2OTA4MjEwMzM2ZSJ9.BmLWjFlcjAymzBsVcSWS9_7etq_A39OrLnrvPrHdV3U" class="fr-fic fr-fil fr-dib" width="223" height="200"></p><p><strong><span style="font-size: 10pt;">Fig 16. Group View</span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Adding Lists to a Group</span></strong></p><p>When creating a new list, the list can be added to a group, to add existing lists to a group, you can right click on the list and then click "Edit list".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhiYTc2ODQ3LTYxOTAtNDA1NS04YTk4LTU1NWQyMjU5ODMxOCJ9.mGLnCGSpv39Nn_bdJYzskfGrXk9jtgd4VU5LNDtGjPQ" width="832" style="width: 832px; height: 104.235px;" height="104.235" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 17. Adding a List to a Group </span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Adding an OR condition</span></strong></p><p>You can add your filters as an 'OR' condition. To do this, first select the "Use Filter Groups" checkbox. Once selected, click "Add" to create your conditions. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlYTAyZjA1LTZjMzYtNDA0Yy04ZWZmLWZhMTYyZWE5ZTRhNyJ9.m3GwKRlUEtEeH_TXQ8F-1RtnWXctjuoTO2OJGFHNFTE" width="895" style="width: 897px; height: 374.119px;" height="374" class="fr-fic fr-dii"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 18. Use Filter Groups checkbox</span></strong></p><p><br></p><p>Anything included within the same line will be added as an 'AND', to create an 'OR' condition you will need to create a new line for each. In the <strong>Fig 18</strong> example 'New status' and 'Unassigned Agent' are on different lines, so will be treated as an 'OR'. This will show 'New' or 'Unassigned' tickets in the list.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyMDE2Y2M1LTlkMzAtNDUxNi1hOWEwLWEzYzc2ZmU0NTFlMSJ9.ONpMlWX-OlrUha7NQ5ovMJaoHvnHrqqScLfcNTDV3XE" width="1590" height="301" class="fr-fic fr-dii"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 19. List showing Unassigned and/or New tickets </span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configure Tickets By Team View</span></strong></p><p>This can be edited under Configuration > Tickets > Views and under the settings drop down.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM4MzhjY2FiLWRjOWItNGMwOC1hZmY2LWRhYTYyMDkwYjhmNSJ9.SyOfSf8aMxRAVvHh3P6chzS2Bbyvtpb0h8tmtCNBh54" class="fr-fic fr-fil fr-dib" width="732" style="width: 732px;" height="270"></p><p><strong><span style="font-size: 10pt;">Fig 20. Changing The Teams View</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">How To get The "Add More Teams" Button To Display</span></strong></p><p>If the option "Only show the agents Teams by default" is selected, then the teams visible in that ticket area can be altered as there will be a button "Add More Teams" which will be visible on the "Tickets By Team" Tree.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjYjhiNTg2LWVlY2MtNDM1ZC1iNmRkLWM0ZWVhYmMyMjI4ZCJ9.0vASUWOAGKrPbiSswXYnD47btaFPpL9gCn0-eKgkHqM" class="fr-fic fr-fil fr-dib" width="305" style="width: 307px; height: 477.445px;" height="477"></p><p><strong><span style="font-size: 10pt;">Fig 21. Adding or Removing Teams in The Teams Tree </span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxZGU4NWYyLWI3ZjMtNGI0NS1iYTQ5LTNhYmQzNTYwMzAyZCJ9.14ByNXIZT3d3TQfgt_xlCb0e6XodlXrn4YqQAqianjA" class="fr-fic fr-fil fr-dib" width="768" style="width: 768px;" height="666"></p><p><strong><span style="font-size: 10pt;">Fig 22. Adding or Removing Teams in The Teams Tree</span></strong><span style="font-size: 10pt;"> </span></p><p><br></p><p><strong><span style="font-size: 14pt;">Column Profiles</span></strong></p><p>Once a ticket view is selected, you will see a list of tickets. The information shown about the tickets here is controlled by the column profile. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBlZDVhNmU3LWVkNmMtNDA0MS05NjYzLTZjNDE3NDhkOGMyNyJ9.uqb8Ds7MZcJpZopnVcoAp0B1hbtFUwqlfVqHxezvnUs" class="fr-fic fr-fil fr-dib" width="1224" style="width: 1226px; height: 517.594px;" height="518"></p><p><strong><span style="font-size: 10pt;">Fig 23. Columns set by the column profile</span></strong></p><p><br></p><p>Column profiles can be customised and defaulted for agents. Agents can also choose their own column profile (if allowed). </p><p><br></p><p>Display types can also be chosen when viewing tickets in a list, including Tile, Kanban, Calendar and Gantt. These change how ticket information is displayed here. </p><p><br></p><p>For information on column profiles and display types, checkout <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1936/" data-pasted="true">Column Profiles</a>. </p><p><br></p><p><strong><span style="font-size: 14pt;">Mentioning Agents Directly From The Ticket List</span></strong></p><p><span style="font-size: 11pt;">There is an option to mention agents from the ticket list screen. To do so, head to a list and right click on a ticket.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwYjliYTE5LWRhMGQtNDdkMy1iMTQyLWE1MzUyN2FhMzRhMiJ9.PSbQNSLDZy9fAgAcoWOtCyB3viRppu0nXifYNbF-oV8" class="fr-fic fr-fil fr-dib" width="444" style="width: 444px; height: 266.033px;" height="266.033"></span></p><p><strong><span style="font-size: 10pt;">Fig 28. Adding Note From Ticket List Screen</span></strong></p><p><br></p><p>Then click private note or public note and mention the agent.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2NjdjMjBkLTU5ZGUtNDUxZC05YTU0LTk4MDQyMzdjNDMyNCJ9.B9bEyQQP7vh9Fv_Lyui7YReH1B7OdcXQ1P2zBHkesDk" class="fr-fic fr-fil fr-dib" width="672" style="width: 672px; height: 386.4px;" height="386.4"></p><p><span style="font-size: 10pt;"><strong>Fig 24. Mentioning An Agent</strong></span></p><p><br></p>
