Views

Views that show exactly the tickets you need

Workspace in lynes contact center has a composable filter system for views. You combine the filters you need, save the result as a custom view and reach it with a single click. The view stays with you, and you can share it with colleagues who work the same queue.

That means every agent and team can shape their own way into the tickets, rather than digging through a shared list that was built for someone else.

What are views in lynes?

Views are saved filter combinations in lynes Workspace that show a defined set of tickets. You choose which filters apply, name the view and save it, so the same selection is ready every time you open Workspace. A view can stay private or be shared with the organization.

You decide what a view should contain and can create as many views as you like, one for each way of working. Predefined views are also available if you want to get started quickly.

How do you build a custom view?

You build a custom view by combining filters in Workspace and saving the result. Add the filters that describe the tickets you want to see, check that the list looks right, and save the view with a name that is easy to recognize. The view then appears in your view list and opens directly the next time. To get started quickly, you can begin from one of the predefined views and adapt it to your needs.

You can adjust a saved view at any time, rename it or remove it. On mobile you reach your views through a scrollable view list, so the same selection is available even when you work away from your desk.

What can you filter on?

You can combine several filters in the same view to narrow down exactly the right tickets. The available filters are:

• Status, to separate open, in progress and resolved tickets, for example
• Latest activity, to focus on what happened recently or what has been left waiting
• Channel, to see phone, email or chat only
• Assigned agent, to show your own tickets or a colleague's

Beyond the filters, you can choose whether grouping, columns and sorting are saved per view or shared, and you can switch between card view and list view depending on how you want to scan your tickets.

Can you share a view with your team?

Yes, a custom view can be shared with the organization so several people see the same selection. When you save a view, you choose whether it stays private or is shared, and a shared view becomes available to the colleagues who work the same tickets.

That makes it easy to agree on how a team follows up its work. A team lead can build a view for unanswered tickets on a specific channel and share it with the whole team, instead of each agent setting up their own version.

What do views solve in practice?

Views solve the problem that a single shared ticket list rarely suits everyone. A support agent covering chat over the weekend builds a view for open chat tickets from the last day and skips scrolling past everything else. When a colleague takes over on Monday, they open the same shared view and see immediately where the work stands.

A team lead who wants to watch the service level can instead build a view for tickets without a reply on a priority channel, group them however it suits, and leave the view in place as a standing overview. Each person gets an entry point built for their own way of working, without touching the shared structure.

Requirements for views

• lynes contact center with access to Workspace
• A role with permission to create and, where needed, share views in the organization

Frequently asked questions about views

Can I change a view after I have saved it?

Yes. You can adjust the filters in a saved view, rename it or remove it at any time, and the changes apply the next time you open the view.

Can I have several views at the same time?

Yes, you can save several views and switch between them in your view list. Many teams keep one view per way of working, such as their own open tickets, a channel to monitor or tickets waiting for a reply.

Are my views visible to others?

Only if you choose to share them. When you save a view, you decide whether it stays private or is shared with the organization, so a shared view becomes available to colleagues who work the same tickets.

Do I have to build every view from scratch?

No. lynes provides predefined views you can use right away, and you can create your own alongside them. Most teams use a mix, a few predefined views and a couple of custom ones that match how they work.