Introduction

In this detailed overview, we explore the process of configuring Views for effective ticket management within a support system.

View serves as a powerful tool to visualize, filter, and organize tickets, enabling teams to streamline workflows and gain valuable insights.

This guide covers setting up lists, customizing views, applying filters, and generating analytics, all tailored to optimize your support operations.

Step-by-Step Breakdown of View Configuration

1. Creating and Managing Lists

• Initial Setup: Begin by creating a list that will house your tickets or other data entries.

• Adding Fields: Populate the list with relevant fields such as Priority, Status, Assigned Agent, Created Date, etc.

• Permissions Control:

  • Access the View section.

  • Use permission rules to restrict visibility.

  • For example, hide the list from non-admin roles to maintain data security.

  • Remember to click "Update" to save changes.

2. Designing Views (Visual Representations)

• Creating a New View:

  • Navigate to the Views tab.

  • Click "+ Add View".

  • Name your view, e.g., "Tickets".

• Choosing Layout Types:

  • Table: Displays data in rows and columns, ideal for detailed lists.

  • Board: Kanban-style, suitable for workflow visualization.

  • Chart: Graphical representation for analytics and trends.

• Configuring the View:

  • Drag and drop fields to determine what data appears.

  • Use grouping options, e.g., by Priority or Status.

  • Set sorting preferences, such as by Created Date (ascending or descending).

  • Enable auto-refresh (e.g., every 10 minutes) to keep data current.

3. Applying Filters for Focused Data

• Filters refine the view based on specific criteria:

  • Fields: Priority, Status, Assigned Agent, Last Interaction, etc.

  • Conditions: e.g., show only High Priority tickets or Open statuses.

• Filters can be saved for quick access and repeated use.

• Example: Filter tickets where Status is "In Progress" and Priority is "High".

4. Saving and Managing Views

• After configuring, save the view.

• Multiple views can be created for different perspectives:

  • Tickets by Priority

  • Tickets by Status

  • Tickets Created Today

• Views can be renamed, reordered, or deleted as needed.

5. Switching Between Layouts

• Change layout types based on the use case:

  • Use Table for detailed data.

  • Use Board for workflow management.

  • Use Charts for visual analytics.

• Example: Switch from a table to a chart to visualize ticket distribution by priority.

6. Customizing Charts and Analytics

• Chart Settings:

  • Add custom titles, change log, or specify chart types (bar, pie, line).

  • Stack data for comparative analysis.

• Export Options:

  • Download charts as SVG, PNG, or CSV.

  • Use exported data for external analysis in tools like Google Data Studio.

7. Dynamic Data and Auto-Refresh

• Enable auto-refresh to keep views updated:

  • Options range from every 2 minutes to every 60 minutes.

  • Ensures real-time tracking of ticket statuses and new entries.

• This feature is crucial for support teams needing live data.

8. Advanced Filtering and Conditions

• Use complex filters based on multiple fields:

  • Example: Show tickets assigned to a specific agent with High priority and Open status.

• Conditions can be combined for granular control.

9. Multiple Views for Different Perspectives

• Create various views tailored to specific needs:

  • Tickets by Priority: Visualize urgency.

  • Tickets by Status: Track progress.

  • Tickets by Assigned Agent: Monitor workload distribution.

• Each view can be customized with different layouts, filters, and sorting.

10. Utilizing Analytics for Insights

• Generate charts to analyze ticket trends:

  • Tickets over time.

  • Distribution by priority or status.

• Export data for external reporting or integration with other analytics tools.

• Use stacked charts for comparative insights.

Enhancing Support Efficiency with View

By mastering View's list and view configurations, support teams can significantly improve their operational efficiency. Custom views enable quick access to critical data, while filters and analytics provide actionable insights. Whether managing tickets, sales pipelines, or project tasks, Fuse's flexible setup empowers users to tailor their dashboards precisely to their needs.

Key Takeaways:

• Create tailored lists with relevant fields and permissions.

• Design multiple views (table, board, chart) for diverse perspectives.

• Apply filters to focus on specific data subsets.

• Leverage auto-refresh for real-time updates.

• Utilize analytics for strategic decision-making.

As you continue to explore View, remember that each configuration enhances your ability to respond swiftly, prioritize effectively, and analyze performance comprehensively. This setup not only streamlines daily operations but also provides a foundation for scalable, data-driven support management.