Dashboard views and filters

Dashboard views

Dashboard views are essentially saved filters that allow you to easily customize the list of tickets on your dashboard. If you find yourself applying the same filters over and over again, then a dashboard view can save you tons of time.

  • To apply a custom view to the dashboard, click on the Open Tickets tab and choose from one of the available views.
  • Want to see only your own active tickets? Select My Tickets to see all the tickets you own with a status of New, Open, or Pending.
  • If other views have been created, they will also be available from this dropdown list.

When a view is applied, the name of that view will appear in place of "Open Tickets" in that tab.

Dashboard views can be added in two ways:

  • Admins can create dashboard views to share with everyone. For example, it may be useful to create a view to show only new tickets -- not open or pending tickets. By excluding open and pending tickets, you can help staff more easily identify new tickets that need to be claimed.
  • Individual users can also create their own private dashboard views. For example, you could create a view that shows only those open and pending tickets owned by you. This can help you more easily keep track of your tickets that require follow up. 

Check out the Creating Dashboard Views FAQ for more info on adding a new view to LibAnswers.

Example of how to select a custom dashboard view

Filtering tickets

By default, the Dashboard will display a list of all new and open tickets (regardless of the owner). But let's say you only want to view new tickets or just open tickets that you own -- that way, you don't have to wade through a long list of open tickets just to find the ones that need your attention.

One way to do this is by filtering the list of open tickets. You can filter by:

  1. Tickets in a specific queue (if you have access to multiple queues)
  2. The source of the ticket (e.g. email, SMS, Twitter, etc.)
    • Pro tip: looking for tickets submitted via your question form? Select "System" from the list.
  3. The current status of the ticket
  4. The owner of the ticket (or unclaimed tickets)
  5. The patron's name
  6. The patron's email address
    • Enter a complete email address to search for a specific person.
    • Enter an email domain (including the @ symbol) to search for all emails sent from that domain. For example, @springshare.com would look for all emails from sent from springshare.com email addresses.

Screenshot highlighting the available dashboard filters

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