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Guides > Customising your Ticket View

Customising your Ticket View

There a multiple ways to customise the way you view tickets in Halo.

 

Changing your View

First, click into your ticket area. In the pane on the left hand side, select the heading that is under the search bar, this will give you a variety of viewing options. 



From this menu, you can choose to view tickets by agent, team, ticket type, status, projects or custom lists.

 

Ticket Lists

Ticket lists are used to see all tickets that meet a pre-set criteria.


To create a list, select the 'My Lists' view and then press the 'Create a new List' button. 



You will then be taken to a configuration screen. Here you will need to give the list a name and set the use, visibility, sequence and column profile.



Then, in the 'Filters' tab you can add criteria to filter the tickets that will appear in the list. Under the filter profile, select whether you want to see all tickets, opened or closed tickets. Additional criteria can to add further restrictions to the ticket list.



Then save the list.


If you right click on an existing list you will be given the option to view it, edit it or set it as your default list.



Filter profiles

For other types of ticket views, filter profiles can be used to control the tickets that are visible.


If you go to 'View Tickets by Agent', for example, in the top left hand corner of the screen, you will see a drop down that will allow you to change the filter profile. Click on the current filter profile title to open the drop down and then you can select your desired view.



If you are an administrator, you can make new profiles or change existing ones by going to Configuration>Forms>Views and selecting ‘Configure Filter Profiles’.


Column profiles and Ticket Views

In HaloCRM you can change the ticket information that is shown in a view by changing the column profile or the ticket view.


Column profile

To change the column profile, hover over the 3 dots on the top right hand side of the screen and click ‘Edit Columns’.



Here, you can edit the existing column profile, create a new one, or select a different column profile to make use of. 


When creating or editing a profile you can select the columns you want visible by pressing ‘Add’ and picking the relevant columns. You can either scroll through the list or type in the name of the column you want to add.



Then press save.


You can also edit the layout of the Tile View by modifying the Tile HTML.


Admins can configure the default column profile for agents in Configuration>Forms>Views. However, this can be overridden by agents in their preferences.


Ticket Views

In addition to the default table view, ticket information can be displayed in tiles, Gantt charts, a Kanban board or in calendar view. These views can be accessed by hovering over the 3 dots in the top right hand corner of the screen.


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