The ability to create custom views is a very useful tool that will help you organize your Tidio cards.
By default, your help system only has three general folders: Unassigned , My Open Tickets , and Solution . However, with views, you can create your own filters; this will allow you to see different types of tickets separately, based on conditions you define.
This is a practical way to categorize your cards into different categories, and quickly access the type of cards you are looking for.
In this article, you will learn:
Create custom views
You can see the list of views on the left side of your mailbox, below the list of cards :
Add a new view
Here you can create all your custom views, and then browse through them. Click the plus sign (+) and use the Create View option:
You’ll see a new pop-up window with options for configuring the view. Here you’ll set the basic settings for the new view (such as name and visibility), as well as the conditions that will determine which cards the view will display.
Configure the basic display settings
Here, you need to choose a name for your view, as this is how it will appear in your view list. You can (and should!) choose an emoji to use as the view icon in your card box, for easier visibility. Make sure to select Cards as the source in this case (because selecting Live Chats as the source will only work for incoming chats). You will also need to choose whether the view will be visible to you only, to all operators on your account, or to selected operators only.
Setting the detailed display conditions
The next step is to set up the conditions for your new view. Conditions are basically different ways to filter your cards, and can be based on the following:
- Ticket status (open, pending, closed)
- Card creation date
- Card operator
- Card categories
- Email subject keywords
You also have the option to suggest a new filter that you might find useful in the future!
Once you select a filter, define what the filter should look for – for example, which ticket statuses should (or should not) be taken into account, or which words should be part of the email subject.
Using AND/OR logic for multiple conditions
If you add multiple filters, you can take advantage of AND/OR logic – this will allow you to define more complex conditions for your customized view.
When you use AND between two different filters, you combine them into a condition that ensures that both filters are used equally. The condition will only be met if both filters succeed. On the other hand, OR allows you to create a condition where only one of the filters must succeed.
In addition to the previously mentioned, you can also use AND/OR to define separate groups of filters for more complex conditions (for example, you could define one group of filters that must succeed, and then define a second group of filters that will be used if the first group fails).
Let’s look at two examples of display settings below.
Example definition #1
For example, we’ll create a simple returns view, to filter only the tickets that deal with returns of defective or incorrect products. The view will show tickets that are “open” or “pending,” and the email subject must contain at least one specific word or phrase.
After adding a card status filter, use the plus (+) button on the right:
Now you can add another filter, and decide if both of these filters must succeed – or if one of them is enough. In this case, we’ll use OR , so the ticket status must be either “Open” or “Pending.”
These two filters work together as a condition for your new view. You can now add another set of filters by clicking Add Condition below your existing filters:
You need to decide between using AND or OR here as well (for our current example, we need AND ), and then add the other filters as needed. In this case, we add the email subject filter multiple times, connected with OR logic; this ensures that the subject contains one of the specific words or phrases specified:
With a setup like the one above, the view will show any open or pending tickets whose email subject contains a certain word or phrase.
You can achieve the same result by using AND/OR logic in a slightly different way. You can create another version of the returns view with the same definition as above, and it will have the same basic effect:
This version of the returns view does the same thing: reflects all open or pending tickets (i.e. all tickets that have not yet been resolved) whose email subject contains one of the three specified words or phrases.
Example definition #2
In the example below, the customized view is for collecting urgent tickets; in this case, that means tickets that are new (status: open) and contain the word ” overcharged ” or ” refund ” in their subject:
Once you’re done setting up the view, click Create to add the view to your mailbox.
Example of actual displays
Below you can see several customized views in action – an urgent view, and two slightly different pending views:
As mentioned earlier, the Urgent view shows any tickets that are new and have the word “overcharged” or “refund” in the email subject line. In the example above, the two Pending views show tickets where an operator has already changed the status to “Pending”—but they’re both slightly different.
The Pending overview simply shows every ticket whose status is “Pending”:
However, the Pending ($$$) display is more specialized – it’s only for pending tickets whose email subject contains words related to accounting or money:
Notice how one ticket can be listed in multiple views at the same time ; this is because the views you create can have overlapping conditions. This can be very useful for managing the different types of tickets you may receive, or for organizing your team’s work in detailed ways.
Also, note that all your cards are actually saved in one of three main folders: Unassigned , My Open Cards , or Solution . Your custom views are just categories that allow you to filter cards for easier visibility:
Manage your views
If you want to change how one of your views works (or if you’d rather delete it), you can make the changes at any time. Open the view you want to change and click on the dots above:
This allows you to either edit the current view (using the settings window you used to create the view), or delete it completely.
If you modify or remove a view (or change its visibility settings) – the related cards will not be directly affected. All your cards are always available in your general card box, unless you decide to delete a card itself.
summary
In conclusion, custom views are an essential tool for managing tickets in Tidio. With these views, you can organize your tickets in a way that suits your needs, and streamline your workflow. The process of creating views is simple, but requires attention to detail to ensure that the views meet your expectations.
It’s also important to remember to update your views periodically as your needs or those of your team change. Outdated or irrelevant views can disrupt your workflow, so it’s a good idea to review your existing views and make changes if necessary.
Overall, customized views can improve your efficiency when working with tickets, allow you to focus on the most important tickets, and help you provide better customer service.
If you have any additional questions or need more help creating custom views, feel free to contact Tidio support or check out the guides and resources available on their website.
