📁 Main Ticket Views Setup
CRM > Tickets.
🔍 Difference between View and Filter
| Term | Definition |
|---|---|
| Filter | A condition or rule used to narrow down the ticket list (e.g., by status, owner, date). Can be one or multiple rules. |
| View | A saved collection of filters that defines a specific ticket list. Can be private or shared. |
Think of a filter as the "what to show" and a view as the "saved version of that list."
📁 Main Ticket Views Setup
| Group | View Name | Logic | Description |
|---|---|---|---|
| 0 | TODAY | Create date = today OR Last activity date = today |
All tickets touched or created today. Ideal for daily operations. |
| 1 | OPEN | Status = New OR Open |
Only actively open tickets. Nothing in progress or paused. |
| 2 | PENDING | Status ≠ New AND Status ≠ Open AND Status ≠ Resolved |
Tickets on hold, waiting, or any other state excluding open and resolved. |
| 3 | ARCHIVE | Status = Resolved OR Status = WON OR Status = LOST |
All tickets finished, including legacy WON/LOST from Freshdesk. These statuses are no longer used and will be replaced by Deals. |