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Tickets: Using dashboard views & filters and setting your default dashboard view

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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 our FAQ on Creating Dashboard Views for more info on adding a new view to LibAnswers.

Example of how to select a custom dashboard view
Example of selecting 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

Selecting a default dashboard view

By default, the dashboard will show you a list of all new and open tickets in your assigned queues. However, you can choose any one of your available custom views to display instead. For example, if you would rather show only the unclosed tickets assigned to you, you could choose to load the "My Tickets" view by default. Or, if you or an Admin created a custom dashboard view, you can load that by default instead.

  1. To access your account settings, click on your email address in the orange command bar.
    • If you are a Regular user, you can also go to Admin > Account.
    • Or, if you are an Admin user, you can go to Admin > Accounts and edit your account from that page.
  2. On the Manage Account page, select your preferred view from the Default Dashboard View dropdown.
    • Please note: this only sets your personal default view.
    • Admins can set the default view for any user by editing their account under Admin > Accounts.
    • The view you select here will display by default on the Dashboard. However, users will still be able to switch between their other views on the dashboard.
  3. Scroll down and click the Save button at the bottom of the page.
Selecting a default dashboard view