I am having trouble locating an answer. I would like to group certain tickets with certain descriptors into a view automatically once they come in. For example: all tickets from a specific end user or with a specific description. I have tried and am not quite getting results using views. Although my end user is listed, I can't add them as a requestor in the condition.
Assigning tickets by type to views
Hi Stephanie,
Please add a tag to the requesting end-user details and limit the view to the tickets showing the specific tag (f.e. "vip_end_user"). This would fit and you will easily find the tickets in every search as well.
Regards, Stephan
I think what you're describing would simply be creating new views? There's an option for instance to filter all tickets by a specific user in the filters?
Furthermore you can customize a view for descriptions that contain only certain words for example:
Please let me know if you have any other questions
The above methods are both aligned with recommended best practices. The only thing I'll add is to make sure to gate the view to the relevant groups, as to cut down on unnecessary clutter in the agent workspace!
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