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Data views and how to create them

Data views are how you can filter and save your data to those items you want to see. 

View types

  1. Case data
    Case data views will display filtered cases in the same way you view cases assigned to you.
     
  2. Activity data
    Activity views are more granular than filtered cases.  These lists display the activities themselves.  i.e. Show me all incoming emails from the last 30 days.
     
  3. Survey data
    Survey data will show you CSAT / NPS surveys that were sent out so you can easily see those surveys that are linked to cases.
     

View Permissions

If you have permission, you can potentially have 3 types of views.

  1. Personal
    These views are only visible to yourself
     
  2. Team View
    These views are only visible to those members of the team you are located in.
     
  3. Global view
    These views are visible to the whole organization.

View Sections

View sections are seperated by tabs. These sections will show you what you can filter on for the type of view you are looking at.

  1. View
    This tab is the view properties section and allows you to select the view type and its permissions.
     
  2. Properties
    This section is global to all views and allows you to select data points related to all views.  This would be the area to filter for only items that are open, created within a certain time period, or within certain queues.
     
  3. Cases
    This section is to filter on case specific data.
     
  4. Activities
    This section is to filter on activity specific data.
     
  5. Surveys
    This section is to filter on survey specific data.
     
  6. Companies
    If you need to filter for specific companies or groups of companies.
     
  7. Contacts
    If you need to filter on certain contacts.
     
  8. Ordering & Columns
    How to order by default, what columns to display and in what order to display them within the view list.
     
  9. Exporting
    When you are exporting this view as a spreadsheet, wether to limit that export to only the columns visible.

How to create a view

  1. Within your case list, click on the Add New View button.


     
  2. Name your view and select the type of view you want to create.


     
  3. The properties section gives you properties that relate to ALL view types and is always displayed. Select a team to filter on, cases created in the last 7 days, or show all closed case states regarles if the case is closed or not.


     
  4. Select the Ordering & Columns tab and add the columns you want.  In this case, try adding a few issue types to filter on.


     
  5. Save the view by selecting Save Data View.


     
  6. Your data views will be displayed within the view list and you can go back to it anytime you want.

 

Update a view

  1. Select a view from the view list.
     
  2. Once the view is loaded, Click on the Update View option within the view drop down.

 

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