What are Views? #

Views allow you view tickets that meet your pre-defined criteria. You have options to create your own views and shared views with everyone or selected individuals

Shared Views and Private Views #

Views are located in the “Inbox” tab with two types:

• Shared Views are where lists of filtered tickets are displayed among the whole team or specific individuals depending on the preference of the one who created the view, which is differentiated by the globe icon. By default, All Tickets view is created automatically to display all tickets you have had so far.
• Private Views is where your own lists of filtered tickets are displayed and they are only visible to you, which has the lock icon

Create a new View #

Here are the steps to create a new View:

Step 1: Select” More Options” > “Create New View” in the “Inbox” tab

Step 2: Name your View and select the access permission for your View. You will be given 3 options to choose:

• Everyone: The View will be visible to all teammates in your workspace. Once created, this View will be located in the “Shared Views“.
• Only me: The View will only be visible to only you. Once created, this View will be located in the “Private Views“.
• Shared: The View will be visible to you and specific individuals which you can choose. You can share it to a “Group” or selected teammates in your workspace. Once created, this View will be located in the “Shared Views“.

Step 3: Click “Next” to proceed to the next step

Step 4: This is where you can adjust the settings to filter the tickets you want to view

• Channel: You can either choose tickets coming via “Email” or “Widget” channels. For “Email” channel, you can also select where the tickets are sent – via default MooseDesk email address or your own support email. Click “Save” once you have selected the preferred email.
• Tags: Tickets with selected Tags will be displayed in your View.
• Created Date and Closed Date: Filter the Tickets that have been created and closed in a specific time period.
• Advanced filter: Filter the Tickets with last reply by either your Customers or Teammates in a specific time period

Rules Applied Overview: You can double check all the selected filters on the right tab. Once finalized, click “Create” and your View is ready to go.

Filter your tickets #

Step 1: Navigate to the Inbox tab and click on the

Step 2: Click on ‘Add Filter.’ You can filter tickets based on the customer’s name, tags, priority, status, or assigned member.

Additionally, there is a quick access filter in the ticket tab. You can click on one of these status options and MooseDesk will filter out which ticket matches with that status.

For example, as an admin, you want to see all the pending tickets by simply selecting “Pending”. While as an agent, you would want to keep track of new or ongoing cases by selecting “Unassigned” or “Open“.

You can also sort the tickets

Support Channels

If you ever need assistance, our Help Center is packed with comprehensive guides and tutorials.

At MooseDesk, we’re always here to help. Our dedicated email and live chat teams are available around the clock. Drop us an email at help@moosedesk.com, or click the Live Chat icon located at the bottom left corner of the MooseDesk app, our official website, and even within this Help Center.