Configure data views, filters and columns

Updated Wednesday, October 28, 2026 · Marc Staine

Data views save a repeatable selection of records, filters, ordering and columns. A focused view helps agents work from the right records without rebuilding the same search each day.

Applies to: Supportbench Core. Location: Settings → Cases → Views. Access and available controls depend on your role and account capabilities.

Before you begin

You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.
Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.
Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example.

Configure and verify

Open Settings → Cases → Views.
Find the item in the list and open it, or choose the page’s new-item action.
Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.
Save the item and resolve any validation message. Reopen it to confirm the saved values.
Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted.

Settings reference

View properties and sharing

Setting	What it controls	How to choose
Name	Required name up to 50 characters.	Describe the work queue or reporting question.
Type	Cases, Activities, Surveys and supported module-dependent choices.	Choose the record type before configuring fields.
Scope / Shared agents / Team	Personal, Team or Global sharing with supported recipients.	Share with the audience that needs this view.

Filter groups

Setting	What it controls	How to choose
Case filters	Supported case filters and their field-specific controls.	Start with the operational condition you are trying to monitor.
Custom fields	Available fields use Include plus typed matching controls. There is no universal custom-field comparison-operator picker.	Match stored values and test blank values explicitly.
Activities / Surveys / Assets	Related-record filters offered for the chosen view and enabled modules.	Check that the relationship expresses the intended question.
Companies / Contacts	Customer criteria available to the view.	Use exact records or supported classifications instead of ambiguous names.

Presentation and export

Setting	What it controls	How to choose
Ordering	Sort fields and direction.	Use a stable order that puts the most actionable records first.
Columns	Fields shown in the view and their order.	Choose a manageable set and put identifiers near the start.
Export	Supported export column options, including visible-only behavior.	Check the resulting file’s audience and content before sharing it.

Filter reference: Cases, Activities and Surveys

Setting	What it controls	How to choose
Division	Limit the view to cases assigned to one or more divisions.	Select the intended matching records or choices.
Case IDs	Use this when the view should show only specific case numbers. Separate multiple IDs with commas.	Enter the matching value in the format described and compare known matching and nonmatching records.
Case states that are not	Exclude cases that are currently in any of the selected states.	Select the intended matching records or choices.
With tags	Show cases that include at least one of these tags.	Enter the matching value in the format described and compare known matching and nonmatching records.
Project	Limit cases to the selected projects. Available when the corresponding feature is enabled.	Select the intended matching records or choices.
Project versions	Limit cases to the selected project versions. Available when the corresponding feature is enabled.	Select the intended matching records or choices.
Project state	Limit cases to the selected project state. Available when the corresponding feature is enabled.	Choose the offered value; All leaves that choice unrestricted where available.
Owned by	Show cases currently assigned to the selected agents.	Select the intended matching records or choices.
Owner is away	Show cases whose current owner is marked away on the calendar.	Enable only when this condition should apply.
Owned by team	Team ownership uses selected agents' teams, including queue ownership where views support it.	Select the intended matching records or choices.
Created by	Includes cases manually created by selected agents. Customer-created cases such as inbound email are not included by this filter.	Select the intended matching records or choices.
In queue	Show cases currently sitting in any of the selected queues.	Select the intended matching records or choices.
Not in queue	Hide cases currently sitting in any of the selected queues.	Select the intended matching records or choices.
Was in queue	Show cases whose previous queue matches one of these queues. This checks the last queue transfer only.	Select the intended matching records or choices.
Case states	Show cases currently in any of the selected states.	Select the intended matching records or choices.
Created in last	Use a relative window, such as today or the last 7 days, based on when the item was created.	Choose the offered value; All leaves that choice unrestricted where available.
Created	Filter by created date. You can use both dates for a range or only one side for open-ended views.	Choose the intended start and end in the configured timezone.
Created during each day	The created daily time window uses the selected time zone. Leave both blank for any time; overnight windows are supported.	Choose the daily time window and verify its timezone.
Modified in last	Use a relative window, such as today or the last 7 days, based on when the item was last modified.	Choose the offered value; All leaves that choice unrestricted where available.
Last modified	Filter by last modified date. You can use both dates for a range or only one side for open-ended views.	Choose the intended start and end in the configured timezone.
Last modified during each day	The last modified daily time window uses the selected time zone. Leave both blank for any time; overnight windows are supported.	Choose the daily time window and verify its timezone.
Timezone	Calculate the date ranges based on this time zone.	Choose the offered value; All leaves that choice unrestricted where available.
Priorities	Limit cases to the selected priorities.	Select the intended matching records or choices.
Issues	Limit cases to the selected issue categories.	Select the intended matching records or choices.
Outcomes	Limit cases to the selected outcomes.	Select the intended matching records or choices.
Link Types	Show cases that have a relationship using one of these link types.	Select the intended matching records or choices.
Not Link Types	Hide cases that have a relationship using one of these link types.	Select the intended matching records or choices.
Initial activity types	Show cases whose first activity used one of these activity types.	Select the intended matching records or choices.
Not initial activity types	Hide cases whose first activity used one of these activity types.	Select the intended matching records or choices.
Watched by	Show cases currently watched by the selected agents.	Select the intended matching records or choices.
Contains content	Search case subject, case summary, and activity content for the words or phrases entered here.	Enter the matching value in the format described and compare known matching and nonmatching records.

Filter reference: Cases

Setting	What it controls	How to choose
Modified during (activity)	Find cases that had activity updates inside this date range, even if the case record itself was modified outside the range.	Choose the intended start and end in the configured timezone.
Resolved	Filter by the date the case entered a resolved state. This can differ from a closed state in custom workflows.	Choose the intended start and end in the configured timezone.
Re-Opened	Filter by whether the case has ever been reopened.	Choose the offered value; All leaves that choice unrestricted where available.
Case age	Show cases based on relative age, such as older than 24 hours or less than 7 days.	Set the intended age bounds and check boundary cases.
Last touched (activity)	Show cases with a new activity in the selected recent window. This uses activity created date, not the case modified date.	Choose the offered value; All leaves that choice unrestricted where available.
Resolved in last	Show cases resolved during the selected recent window.	Choose the offered value; All leaves that choice unrestricted where available.
Closed in last	Show cases closed during the selected recent window.	Choose the offered value; All leaves that choice unrestricted where available.
Escalated	Filter by whether the case is currently escalated.	Choose the offered value; All leaves that choice unrestricted where available.
With escalation types	For escalated cases, limit the view to the selected escalation types.	Select the intended matching records or choices.
With de-escalation types	For de-escalated cases, limit the view to the selected de-escalation types.	Select the intended matching records or choices.
Workflows triggered	Show cases where one of these workflows has been triggered.	Select the intended matching records or choices.

Filter reference: Cases and Activities

Setting	What it controls	How to choose
SLA response status	Filter by whether the case response SLA was missed or met.	Choose the offered value; All leaves that choice unrestricted where available.
SLA response expires in	Show cases whose response SLA expires within the selected time window.	Choose the offered value; All leaves that choice unrestricted where available.
Satisfaction score	Show cases with survey responses matching this satisfaction result. Available when the corresponding feature is enabled.	Choose the offered value; All leaves that choice unrestricted where available.
NPS between	Show cases with survey NPS responses inside this score range. Available when the corresponding feature is enabled.	Choose the intended lower and upper values.
CES	Show cases with customer-rated effort scores matching one of these values. Available when the corresponding feature is enabled.	Select the intended matching records or choices.
Customer sentiment between	Show cases whose customer sentiment score falls inside this range. Available when the corresponding feature is enabled.	Choose the intended lower and upper values.
Emotion	Show cases with one of these overall customer emotion scores. Available when the corresponding feature is enabled.	Select the intended matching records or choices.
Incoming emotion	For customer-created cases, match the emotion detected on the first customer message. Available when the corresponding feature is enabled.	Select the intended matching records or choices.
Last emotion	Match the most recent customer emotion detected on the case. Available when the corresponding feature is enabled.	Select the intended matching records or choices.

Filter reference: Activities

Setting	What it controls	How to choose
Activity types	Limit activity views to the selected activity types.	Select the intended matching records or choices.
Response SLA	Filter activities by whether their response SLA was met or missed.	Choose the offered value; All leaves that choice unrestricted where available.
Attachments	Filter activities by whether they include file attachments.	Choose the offered value; All leaves that choice unrestricted where available.
Chat rating	Show chat activities with the selected post-chat customer rating.	Choose the offered value; All leaves that choice unrestricted where available.
Customer sentiment between	Show activities whose customer sentiment score falls inside this range. Available when the corresponding feature is enabled.	Choose the intended lower and upper values.
Emotion	Show activities with one of these customer emotion scores. Available when the corresponding feature is enabled.	Select the intended matching records or choices.
Flag - draft	Activity is a draft and not finalized.	Choose the offered value; All leaves that choice unrestricted where available.
Flag - important	Activity flagged as important.	Choose the offered value; All leaves that choice unrestricted where available.
Flag - is a solution	Activity flagged as a solution.	Choose the offered value; All leaves that choice unrestricted where available.
Flag - is a public	Activity flagged as public and is visible to the customer within the customer portal.	Choose the offered value; All leaves that choice unrestricted where available.
Flag - important files	Filter activities by whether they contain important files.	Choose the offered value; All leaves that choice unrestricted where available.
Task completion	For task activities, filter by completed or outstanding status.	Choose the offered value; All leaves that choice unrestricted where available.
Task due date in	Show task activities due within the selected upcoming time window.	Choose the offered value; All leaves that choice unrestricted where available.
Contains content	Search activity content for the words or phrases entered here.	Enter the matching value in the format described and compare known matching and nonmatching records.

Filter reference: Surveys

Setting	What it controls	How to choose
Satisfaction	Show survey responses with the selected satisfaction result. Available when the corresponding feature is enabled.	Choose the offered value; All leaves that choice unrestricted where available.
NPS between	Show surveys with NPS responses inside this score range. Available when the corresponding feature is enabled.	Choose the intended lower and upper values.
CES	Show survey responses with one of these Customer Effort Scores. Available when the corresponding feature is enabled.	Select the intended matching records or choices.
Customer sentiment between	Show surveys whose related case sentiment score falls inside this range. Available when the corresponding feature is enabled.	Choose the intended lower and upper values.
Emotion	Show surveys whose related case has one of these overall customer emotions. Available when the corresponding feature is enabled.	Select the intended matching records or choices.
Incoming emotion	Show surveys where the related case started with one of these customer emotions. Available when the corresponding feature is enabled.	Select the intended matching records or choices.
Last emotion	Show surveys where the related case ended with one of these customer emotions. Available when the corresponding feature is enabled.	Select the intended matching records or choices.
Received in last	Show surveys received within a relative time period. Available when the corresponding feature is enabled.	Choose the offered value; All leaves that choice unrestricted where available.
Sent in last	Show surveys sent during the selected recent window. Available when the corresponding feature is enabled.	Choose the offered value; All leaves that choice unrestricted where available.
Survey Received	Show surveys received between the selected From and To dates. Available when the corresponding feature is enabled.	Choose the intended start and end in the configured timezone.
Survey Sent	Show surveys sent between the selected From and To dates. Available when the corresponding feature is enabled.	Choose the intended start and end in the configured timezone.

Filter reference: All supported view types

Setting	What it controls	How to choose
Remove item Ids	Removes internal record identifiers such as contact, company, asset, and case IDs from spreadsheet exports.	Enable only when this condition should apply.

Company and contact filters

Setting	What it controls	How to choose
Company type / Company state / Customer roles	Matches company classifications and customer-role associations.	Select the intended company criteria separately from contact criteria.
Company Technical account managers / Account managers / Customer success managers	Matches the corresponding managers assigned to the company.	Use the ownership relationship relevant to the report.
Companies / No company assigned	Matches selected companies, or the explicit absence of a company.	Use No company assigned when investigating missing associations.
Company Health Score between / Health Risk	Conditional company health score range and risk classification.	Review the health scoring configuration before interpreting a result.
Contact type / Contact state / Customer roles	Matches contact classifications and customer-role associations.	Do not substitute a company criterion for the contact relationship.
Contact Technical account managers / Account managers / Customer success managers / Contacts	Matches the selected contact managers or individual contacts.	Confirm the exact contact identity and manager role.

Asset filters and output

Setting	What it controls	How to choose
Asset categories / Assets	Selects categories or individual assets.	Use the narrowest useful set.
Linked asset scope	All assets, Linked companies or Linked contacts.	Choose the relationship being investigated.
Expiry state / Days	All, Expiring in days, Expired or No expiry, with a day count where applicable.	Check known expiry dates and boundary days.
Required tags / Excluded tags	Required tags match at least one supplied tag; excluded tags reject linked assets with any supplied tag.	Test assets with overlapping included and excluded tags.
Asset sort / Direction / Visible columns / Column order	Controls asset result sorting and displayed columns.	Put actionable identifiers first and verify export output separately.
Group by / Order by / Visible columns	Controls grouping, order and visible columns for Cases, Activities and Surveys. Available output columns come from the selected type and account.	Use the displayed column catalog and arrange it for the intended task.
Export visible columns / Remove item IDs	Controls whether export follows visible columns and whether item IDs are omitted.	Inspect a sample export before sharing it.

Custom-field matching

Setting	What it controls	How to choose
Include	Turns the field filter on. Disabled Include means Not filtering on this field.	Do not confuse an excluded filter with a deliberate blank-value condition.
Dropdown / Multiple-option / Tags	One option for a single dropdown, or multiple selected options/tags for the supported field type.	Use actual stored options and tags.
Checkbox: Match when on	Matches the checked-state condition offered by the editor.	Check both checked and unchecked test records.
Date	One exact persisted date value, without a generic comparison menu.	Use a known date and verify the resulting matches.
Multiline / Text and other types	A text area or supported typed matching input.	Follow the field’s data type and test realistic stored values.
Case / Company / Contact / Asset fields	The account’s authorized custom-field names and options for each available location.	Choose the correct entity; similar field names at different locations are separate filters.

Common choice sets

Setting	What it controls	How to choose
Flags / Reopened / Attachments	All or the offered positive/negative state, such as never/has reopened and none/has attachments.	Choose an explicit state when the distinction matters.
SLA / Chat rating / Tasks	SLA: All, Was missed, Was met. Chat rating: All, Good, Bad. Tasks: All, Uncompleted tasks, Completed.	Use the choice for the selected record context.
Relative dates	The full picker includes durations and supported calendar windows such as Today, Yesterday, Last Week, Last month and Current month; simpler pickers omit named calendar windows.	Use the actual options shown for that filter and confirm the timezone.

Behavior to know

A new view starts as Personal Cases for the creator with default columns and visible-only export. Existing saved views retain their own selections.
Filter choices are dynamic by record type, module and custom-field setup. This configuration does not imply that every legacy scheduled-export behavior is edited here.
Shared case filters still use the associated case’s dates and context in Activities and Surveys views. Activity content and survey-sent/received controls are separate.

Choose the correct filter control

Core uses a control appropriate to each field. There is no universal comparison-operator menu. Inclusion, exclusion, ranges and previous-state conditions are separate controls with their own labels.

Control	How it works	Operational check
Single select	Choose the offered state or preset. All or a blank choice often leaves that condition unrestricted.	Use the exact options shown for this field; do not assume a number is a status label.
Multiple select	Select included or excluded divisions, queues, agents, tags or categories through the corresponding control.	Read inclusion/exclusion and “was” labels carefully; a previous queue or initial activity is different from the current case value.
Checkbox or switch	Enables the named condition.	Unchecked generally disables that filter; it does not automatically filter for false.
Text or number	Dedicated controls cover Case IDs, With tags, Contains content and other field-specific values.	Use the expected value format; these are not arbitrary field/operator pairs.
Date From / To	Either endpoint can make the range open-ended.	Check the selected date field and view time zone.
Daily time window	Both endpoints blank means any time; a window can cross midnight.	Test a record near each boundary in the view time zone.
Range selector	Select supported bounds for values such as NPS or sentiment.	Use the displayed scale; these are bounded controls.
Case age	Choose Older than or Less than with an offered duration.	Distinguish relative age from calendar date windows.
Custom field	Turn Include on, then use the field’s dropdown, multiselect, tags, checkbox, date or text control.	Date controls match the stored date. Include off removes the condition; it does not mean match an empty field.

Match filters to the view type

View type	Available context	Avoid this mistake
Cases	Shared case context, case dates, SLAs, escalation, satisfaction/health, watchers, content, workflows and case custom fields. Projects, surveys and health depend on capabilities.	Do not assume every optional module appears in every account.
Activities	Shared case context plus activity type, SLA, attachments, chat rating, sentiment/emotion, draft, important/public/solution flags, files, task dates and activity content.	A related-case condition is not a condition on the activity itself.
Surveys	Shared case context plus enabled satisfaction, NPS, CES, sentiment/emotion and separate survey-sent/received dates.	The case creation date is different from the survey-sent or response-received date.
Assets	Asset/category, linked scope, expiry, required/excluded tags and available asset or related custom fields.	Select All, Linked companies or Linked contacts deliberately.
Company and Contact tabs	Available for Cases, Activities and Surveys. In Assets, Linked companies hides Contact filters; Linked contacts hides Company filters; All permits both.	These are separate tabs, not generic case filters. Similar custom-field names on different entities are separate conditions.
Existing All views	Core evaluates this compatibility type through the Cases pipeline.	It is not a combined list of cases, activities, surveys and assets.

Verify the working list and the report

Saved predicates are reused for counts, paging and exports, including scheduled output. Compare known matching and excluded records after changing a view. Scheduling cadence, recipients, delivery and format are separate settings; the screen and exported layout need not look identical. Scheduled views are excluded from the ordinary view picker.

See working with views and scheduled data views.

Recommended use

Use terminology that agents and customers already understand. Explain the intended meaning in the description.
Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.
Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion.

Worked example

Create a Personal Cases view for active work in one queue.
Review the starting filters, including the initial exclusion of Trash and Closed.
Add supported case/customer/custom-field conditions and choose useful columns.
Save and compare the results with known matching and nonmatching records.
Share the view only after its scope and output are correct.

Troubleshooting

Problem	What to check
The item is missing from a picker.	Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.	Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.	A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.

Organization → Configure queues and automatic assignment
Configuration → Configure custom fields and dropdown choices
Customer surveys → Configure customer survey forms

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