Overview: Views and Filters in Support Cases#110

How do I customise my views in customer support?

You have customer requests hitting you at all angles. They come from the left, they come from the right, and then - ohhhhh - a low blow!  All of sudden you are scrambling to figure out how you can sort through the noise to identify exactly which customers need what and when!

Customer Support sorting to the rescue!

As your support cases increase, you will undoubtedly find you need to sort the list to identify cases assigned to specific staff, clients or even the date they were last contacted.  When you first, look at your support cases it's important to note a few things:



1 Click here to get access to various sorting options
2 Click here to easily change the status of the support case
3 This shows you various details about the case from the last time there was an email added to the contact (Last Contact) to who it's assigned to

The Info column in the Customer Support default view provides you with the ability to customize what you view.

When you click on the Info column heading under any of the Support Cases tabs, you’ll see a list of options to sort by:

• Last Contact - what was the last time the customer was contacted
  
• Date Created - when was the Support Case created
  
• Deadline - if a deadline has been set, sort by the deadline date
  
• Client - which customer the case is assigned to
  
• Owner - the person it is assigned to currently
  
• EntryID - a unique identifier for each support case. You’ll also see these in the address bar when you open a support case
• Priority - classified by flags for high, medium, low, or not specified
• Entry Name - the title of the support case

How do I view someone elses support cases?

In addition to sorting cases, you can also filter what you see on screen by:

• Period
• Active/Inactive
• Employee
• Clients

For example, if you only want to see cases assigned to a particular person, you can select the Employee option and filter by:

1. The persons' name
2. Whether to show everything (All Items), cases where the person is a member (Where a member only), or cases the person has created (Where creator only).

1 Select "Employee" and then put a check next to the employee's cases you'd like to see

VIDEO OVERVIEW