Create a personal view

Create a personal view to save your preferred filters, columns, and sorting, so you can quickly return to the work that matters most.

A personal view is a saved search that only you can see. As cases change, the view updates automatically to show the latest matching results.

Case agents can create private views. If you need a shared view for your team, ask your Case Manager or Case Administrator.

Before you begin

• Open the agent workspace.
• Decide which cases you want the view to display.

Views only show cases you have permission to access.

Create a personal view

You can create a personal view in two ways:

• Select New view to create a view from scratch.
• Save your current filters as a new view.

Create a new view

1. Select New view from the Select view drop-down menu.
2. Enter a View name.
3. Add the Conditions that define which cases the view should display.
4. Choose the Display columns.
5. Choose the Sort by and Order properties.
6. Set the visibility to Private.
7. Select Create view.

The new view appears under My views.

Save your current filters

If you've already filtered the case list:

1. Apply the filters you want to keep.
2. Select Save as view.
3. Enter a name for the view.
4. Confirm the columns and sorting.
5. Save the view.

Common personal views

The following examples can help you create views for common tasks.

You can also create views based on categories, flags, requesters, channels, dates, or other case properties.

Update a personal view

You can modify a personal view at any time.

For example, you can:

• Change the filter conditions.
• Add or remove columns.
• Change the sort order.
• Rename the view.
• Delete the view when you no longer need it.

1. Select Manage views from the views dropdown menu.
2. Hover over the view and select Edit view from the actions menu.
3. Make any changes and select Save changes.

Changes only affect your personal view.

Troubleshooting