Customizing Dashboard Views and Sorting

by Marc Staine

Last updated: 05-Sep-2025

Summary

This article explains how to tailor your dashboard case list and sorting preferences, allowing you to quickly organize and find the most relevant support cases. By learning to sort effectively and create custom views, you can significantly enhance your workflow efficiency and ensure crucial information is always front and center.

Why This Maters

Many users struggle to quickly find and prioritize the most important cases on their dashboard, leading to inefficiencies and potential delays. Standard views often don't align with individual workflow needs, requiring repeated adjustments to track specific queues, teams, or priorities.

Solution / Step-by-Step Instructions

To optimize your case list, you can sort cases by various criteria and create custom views tailored to your specific workflow.

• Sorting Your Case List

  1. Sort by a single column: Click on any column header (e.g., Created, Priority, or Customer) to sort by that field. Click once for ascending order (A–Z, oldest to newest), and again to reverse the sort.

  2. Perform multi-column sorting: Hold down the Shift key and click additional column headers to sort by multiple fields simultaneously (e.g., sort by priority, then by created date).

  3. Clear sort conflicts: If sorting isn't behaving as expected, click the column headers again or use the ⚙️ gear icon in the case list settings to clear all active sorts.

• Creating and Setting a Default Custom View

  1. Open Case List Settings: Click the ⚙️ gear icon at the top of your case list.

  2. Apply filters and sorting: Adjust filters (e.g., by team, tag, SLA), column order, and sorting preferences to your liking.

  3. Save the new view: Click Save As New View, provide a descriptive name (e.g., "My High Priority Cases"), and save it.

  4. Set as your default: Return to the view dropdown, click the three-dot menu next to your newly saved view, and select “Set as Default”. This view will now load automatically each time you log in.

Best Practices / Tips

• Use multi-column sorting (Shift-click) to prioritize cases by multiple criteria, like priority then creation date, for a more granular overview.
• If current grouping by case state (e.g., Active, Resolved) isn't ideal, create a custom view with different group settings to better suit your needs.
• Save frequently used filtered searches and sorts as custom views to eliminate repeated clicks and quickly access relevant cases.
• Set your most relevant custom view as your default to ensure your dashboard always loads with the information most critical to your workflow.

Troubleshooting / FAQs

Q: My sorting isn't working as expected or seems incorrect.

A: Sometimes multiple active sorts can interfere. Try clearing all existing sorts by clicking the column headers again or using the ⚙️ gear icon in the case list settings.

Q: Why does sorting only apply within "Active" or "Pending" groups?

A: Case views are grouped by their state (e.g., Active, Resolved, Pending) by default, and sorting applies within these groups. To change this grouping behavior, you'll need to create a custom view with different group settings.

Q: I need help creating a complex custom view or one that fits a very specific workflow.

A: For assistance with advanced view configurations, please contact your system administrator or reach out to our support team.