Creating Views to see specific Tickets in Ticket Stream
create views
edit/delete existing views
views
Updated
8 months ago
, by Sprinklr Self-Serve Help Center
Based on your requirements, create ticket views and use them in Sprinklr Service Ticket Stream and handle tickets more efficiently.
A view is a collection of tickets in your ticket stream that match certain conditions. You can use the views feature to see tickets with specific properties in the Sprinklr Service.
While configuring a view, you can also decide who will have visibility to a particular view.
Note:
Views do not affect ticket assignment or routing, unlike ticket queues.
Refer to the following video to better understand Views:
You can further read the below article to see the steps of creating and using Views:
To create Views
Log into Sprinklr Service. Click the Settings icon on the left Navigation Bar. On the Settings window, select Views under Workflow.
Click Create View in the top right corner of the Views window.
On the Create New View window, enter a Name for your view.
Configure conditions under the Apply conditions to include tickets in this view section to include the desired tickets in this view. To know more, see Filter Conditions — Description.
From the Visible To drop-down menu, select who can use your view filter in the ticket stream. You can choose from the following options:
All Agents
Selected Agents
Selected Teams
Myself
Click Create in the bottom right corner to complete the task.
To Edit/Delete existing Views
Hover over the Vertical Ellipsis icon alongside the desired view and select Edit to edit previously created views or Delete to delete an existing view.
To use the View in Ticket Stream
Go to Sprinklr Service window and click the Ticket View drop-down in the Ticket Stream.
Search and select your View from the list of available Views.
Filter Conditions — Description
Condition
Description
Assigned Agents
Use this condition to create a filter to see the tickets associated with agent(s).
Ticket Keyword
Use this condition to create a filter based on various keywords.
Assigned Team
Use this condition to create a filter to see the tickets associated with a team(s).
Platform
Use this condition to create a filter to view associated tickets to a specific platform(s).
Account
Use this condition to create a filter to view associated tickets to an account(s).
Sentiment
Use this condition to create a filter to view associated tickets based on the following sentiments:
Neutral
Positive
Negative
Message Type
Use this condition to create a filter to view all the received tickets based on the following message types:
Private
Public
Spam
Use this condition to create a filter to view if the received tickets are spam or not.
Company
Use this condition to create a filter that displays the tickets based on the companies you have added to Sprinklr Service.
Predicted CSAT Score
Use this condition to create a filter to view tickets based on your desired predicted CSAT score.
Ticket Type
Use this condition to create a filter based on the following ticket types:
Complaint
Compliment
Inquiry
Feedbacks
Leads
Requirements
Others
Case Currently With
Use this condition to create a filter to see the number of tickets with:
Bot
Agent
Is Sent
Use this condition to create a filter to see if the tickets are sent or not.
Tags
Use this condition to create a filter based on different tags.
Status
Use this condition to create a filter based on the following ticket statuses:
Open
No Response Required
Awaiting Response
Escalated
Internal Hold
Closed
Priority
Use this condition to create a filter based on the following ticket priorities:
Urgent
High
Medium
Low
Custom Ticket
Use this condition to create your custom condition to filter your ticket stream view.
Incomplete Issue Intent Names
Use this condition to view incomplete issue intent names on a ticket.
Last Engaged Message Is Brand Message
Use this condition to see if the last message is from the brand side.
Is Case Not Assigned
Use this condition to filter out cases that are not assigned.
Has Brand Responded
Use this condition to see if the brand has responded.
Issue Type
Use this condition to see the issue type raised in the ticket.
Case Type
Use this condition to see the reason for case creation
