Note: Applicable only for accounts in which workspaces have been enabled.


TABLE OF CONTENTS

Working with List Views

All tickets are available in either a classic List view or a Kanban board view. 



Agents who are part of multiple workspaces: 

  • View filter fields and column customizer fields that are common to all workspaces (also called global fields) when they choose the ‘All workspaces’ option



  • Can select a workspace from the drop-down menu while viewing tickets. After they choose a workspace, they will view filter fields, and column customizer fields specific to that particular workspace (also called local fields) only




Agents who have access to only one workspace will only view filter fields and column customiser fields that are specific to that particular workspace only.


When the ‘All Workspaces’ option is chosen, only fields that are common to all workspaces are visible in the filter fields and column customiser fields.



What is a Bulk update?

A bulk update is when an agent updates multiple tickets within a workspace simultaneously. 



Working with Kanban Views

Inside every ticket, agents can see which workspace the ticket is assigned to in the form of an icon in the Kanban board view. 



Agents who are part of multiple workspaces, 

  • View filter fields that are common to all workspaces (also called global fields) when they choose the ‘All Workspaces’ option



  • View filter fields specific to a workspace when that workspace is chosen from the dropdown menu



Agents who have access to only a specific workspace will only view filter fields specific to that workspace (also called local fields). 


In case the ‘All Workspaces’ option is chosen, only fields that are common to all workspaces are visible in the filter fields.