Customizing Dashboard Views and Sorting

Supportbench

24-Jun-2025

This article walks you through how to tailor your dashboard case list and sorting preferences to better fit your workflow. Whether you're managing support cases, tracking priorities, or organizing by assigned teams, these tools can help you stay focused and efficient.

Sorting Case Lists

You can sort your case list by any column—such as priority, created date, assigned user, or SLA breach risk. Here's how sorting works and how to make the most of it:

✅ Single or Multi-Column Sorting

• Simply click on a column header (e.g., Created, Priority, or Customer) to sort by that field.

• Click once to sort ascending (A–Z or oldest to newest), and again to reverse the sort.

• Hold Shift and click additional column headers to enable multi-column sorting. This is useful when you want to sort by priority first, then by created date, for example.

🧹 Clearing Sort Conflicts

• Sometimes, multiple active sorts can interfere with the expected order.

• To reset, click the column headers again or clear all sorting using the case list settings (⚙️ icon).

📂 Grouped Sorting by Case State

• Case views are grouped by state (e.g., Active, Resolved, Pending).

• Sorting applies within each group, so if you're sorting by priority, it will sort within Active, then within Pending, etc.

• If you want to change grouping behavior, create a custom view with different group settings.

Creating and Setting Default Views

If the standard views don't suit your needs, you can create and save custom views with your preferred filters, grouping, columns, and sorting.

🛠️ Steps to Create a Custom View

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

2. Apply Filters & Sorting: Adjust filters (e.g., by team, tag, or SLA), column order, or sorting preferences.

3. Save the View: Click Save As New View, give it a descriptive name (like "My High Priority Cases"), and save.

⭐ Set It as Your Default

• After saving, return to the view dropdown and click the three-dot menu next to your view.

• Select “Set as Default”.

• Now, every time you log in, this view will load automatically.

💡 When to Use Custom Views

Custom views are especially helpful when:

• You need to monitor a specific queue, team, or priority level.

• You want to group cases by SLA, status, or custom fields.

• You regularly perform the same filtered search or sort and want to eliminate repeated clicks.

By tailoring your dashboard, you ensure the most relevant cases are front and center, saving time, reducing noise, and improving your focus.

If you'd like help creating a view that fits your workflow, contact your system admin or reach out to our support team.