Customizable Table View for Tickets

Customizable Table View for Tickets

The table view displays tickets in rows and columns, as in a spreadsheet. Each row displays a ticket, and each column shows a ticket property (i.e., a field). This enables you to view the properties of tickets without having to open the ticket details page. It also allows you to customize what you see on the ticket list. For example, by adding the column 'response due date' to the table view, your agents can decide which tickets should be responded to first.

Viewing Table Views
Table views are similar to the Classic and Compact List views in that you as an agent can see a collection of tickets based on a defined set of criteria. So all you need to do is simply switch to the table view on the ticket list view page. To do that, click on the Classic View icon (  ) in the upper-right area and select Table from the drop menu.



The following ticket fields are added as columns on the table view page:

  • Ticket ID
  • Subject
  • Contact Name
  • Account Name
  • Created Time
  • Due Date
  • Status
  • Ticket Owner
  • Channel

Managing Columns
The columns section defines which fields the table will display for each ticket. You can add, remove, and also sort the order of the columns in the table view. To customize the columns displayed on a table view, follow the steps mentioned below:
  1. On the table view page, click the Select Columns icon (  ) located alongside the column header.
  2. In the Select Columns window, choose the columns that should be displayed in the Table View.
    Important: You can select a maximum of 15 columns for a table view.
  3. On selecting the required columns, click Save.



Other Actions:
  • Uncheck the unnecessary columns to remove them from the table view
  • Drag and drop columns to change their order on the table view

Additional Columns:
Besides the regular columns, Zoho Desk also provides some additional columns that can be added to the table. For example, the Paid User column shows whether the ticket is from a paying customer. You can add this column to the table so that agents will know to pick that ticket first. Here is a list of additional fields:

  • Paid User
  • Ticket On Hold Time
  • Ticket Closed Time
  • Number of Threads
  • Number of Comments
  • Customer Responded Time
  • Response Due Date

Notes and Troubleshooting
Here’s some general advice and about how to get the most out of table views:
  • Table views are available for customers on all paid plans.
  • Any customization made to a table view gets applied to all users who share that view. Also, such customizations will have no impact on the classic or the compact ticket views.
  • Ticket ID is a mandatory field and cannot be removed from the table.
  • You cannot add multi-line or text area fields to the table.
  • The table view is not accessible under the 'All Departments' view.
  • Table views are department-specific, which means that customizing columns in a ticket list view will reflect only in that department.
  • The fields with blank/null values are displayed as a dash, "-" on the table.

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