Using SLA-M Dashboard Views & Bookmarks

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Customising your SLA-M Dashboard using Views & Bookmarks

Customising your SLA-M Dashboard using Views & Bookmarks

If your agents are organised based on responsibility for certain types or classification of tickets it is likely that many of the tickets and events in the SLA-M Dashboard will be of little or no interest to all users.

SLA-M Dashboard Views and Bookmarks can be used to provide predefined filter selections to scope the list tickets and events down to only those of concern to specified agent groups.
This concept is much the same as standard Zendesk views, but still offering all of the features and benefits of the SLA-M Dashboard to further filter, organize and manage the actionable workload.

This combination of Views and Bookmarks together with the ability to restrict availability of Views to agent group members allows the SLA-M Dashboard to be customised based on the roles played by your agents.

**Note: SLA-M Dashboard Views vs Standard Zendesk Views**
It isn't the intention of this feature to completely replace the use of standard Zendesk views, but to improve the use of the SLA-M Dashboard in support of the management of tickets within your Service Level Agreements.
As such it probably won't be possible or sensible to attempt the setup of all your Zendesk Views using this SLA-M Dashboard feature and there is still likely to be a need for the setup and use of standard Zendesk views to fully support other aspects of your customer support process.

Create Views Based on Agent Group Roles and Responsibilities

Create Views Based on Agent Group Roles and Responsibilities

Although it is possible for each agent to make use of the filters to narrow the scope down to only those events of interest, the SLA-M Dashboard provides the ability to create preconfigured Views that return only those tickets and events of concern to each of your agent groups and the roles they play within your customer support process.

Then once a view has been selected it is possible for each agent to further refine the tickets and events using the available filters not already selected for the View to focus in on only those involved or of most importance in the current task.

In addition to the selection of filters it is also possible to choose from the options that control which of the available presentation modes should be selected and (if relevant to the presentation mode) which events should be displayed and the order in which tickets and events should be sorted.

Create Bookmarks within Views for Frequently used Filter Combinations

Create Bookmarks within Views for Frequently used Filter Combinations

There might be frequently used additional filter selections within the role of each agent group that warrant the creation and use of Bookmarks within a View.

The Bookmarks then become selectable links within the View hierarchy with a meaningful name and description explaining the purpose and use, that will apply the saved filters upon selection by an agent.

Configuring the SLA-M Dashboard to Enable Use of Views and Bookmarks

Configuring the SLA-M Dashboard to Enable Use of Views and Bookmarks

**Important Note**
This feature is currently available to CloudSET Customers on the understanding that the functionality is currently running under a BETA program.
The Views and Bookmarks will not update any of your Zendesk data or meta data or any of the data in the SLA-M Dashboard concerning your tickets and events, so there is no risk to the performance or integrity of your Zendesk.
However, please be aware that whilst under the BETA program you might experience some as yet undiscovered bugs or unexpected behaviour and the functionality and user interface is subject to ongoing design, testing and change.

Enabling the Views Definition Mode
To enable the use of this feature it is necessary to switch on the Views Definition Mode (3) from within the SLA Dashboard tab (2) using the CloudSET SLA Management tool (1).

Follow the onscreen instructions to determine if the views and bookmarks should be made available to Admins and/or Agents.

*Note: at this time only Admins will be given the ability to create and edit Views and Bookmarks in the SLA-M Dashboard.

Disabling the 'All' View

Disabling the 'All' View

If there are a large number of tickets with running events it might be desirable to prevent showing them all when the SLA-M Dashboard is first loaded, since this can effect performance and the time taken to load the dashboard.

It might also be the case that there is a requirement to prevent your agents seeing all tickets and instead partition your SLA-M Dashboard using Group based views (see Create Views Based on Agent Group Roles and Responsibilities above).

If this is the case it is possible to disable or remove the default All view from your SLA-M Dashboard (1), in which case the Unassigned view will become the default upon loading, unless an alternative default is configured (see below).

It is still possible to create an alternative viewing showing all Tickets with running events, but this won't be the default view unless specifically configured.

Reordering Views and Setting a Default

Reordering Views and Setting a Default

Once several views have been created in your SLA-M Dashboard it is possible to adjust the display order using the CloudSET SLA Management configuration tool.

This is achieved by selecting a view in the list (1) and dragging it to the required position (2).

It is also possible to set a view as the default when the SLA-M Dashboard is first loaded, by selecting the 'Home" icon against the corresponding view in the list (3).

Reordering Bookmarks

Reordering Bookmarks

See the View and Bookmark Configuration Settings in Operation

See the View and Bookmark Configuration Settings in Operation

*Note: If the All view is still present, the view order or default hasn't changed in your SLA-M Dashboard after the configurations have been saved and the Zendesk web browser has been refreshed it is possible that the latest version of the SLA-M Dashboard App has yet to be deployed (see Redeploying Updated App Versions).

Using Views and Bookmarks

Using Views and Bookmarks

Selecting any of the available Views or Bookmarks (1) will apply all selected filters and options and set the title and description of the SLA-M Dashboard accordingly (2).

*Note Concerning use of Filters in Views and Bookmarks
Although all filters are applied the selections made within a View definition aren't displayed (3) and it isn't possible to uncheck any of the saved filters while working in a View (see Creating New Views later in this article).
However, if working in a Bookmark any fiter selections in the Bookmark definition will be displayed and available for deselection (see Creating New Bookmarks later in this article).

Refining the View or Bookmark Results after Selection

Refining the View or Bookmark Results after Selection

Although it isn't possible to uncheck any of the saved filters defined in a View it is possible to further refine the list of tickets and events by selecting additional filters (1) whilst working in a View or Bookmark.

It is also possible to switch between presentation modes (2) and if working in Tickets mode it is possible to show or hide event columns and adjust the sort order of the ticket list.

Switching to the All View

Switching to the All View

Unless disabled (see Disabling the 'All' View above) the View named All will always be present within the list of Views and selecting this View (1) will remove all filters to display all actionable events for all tickets in the SLA-M Dashboard.

As with all other views it is possible to to further refine the list of tickets and events by selecting additional filters, switch between presentation modes and if working in Tickets mode it is possible to show or hide event columns and adjust the sort order of the ticket list.

Switching to the My View

Switching to the My View

The View named My will always be present within the list of Views and selecting this View (1) will remove all filters and select your name as the Agents filter (2) to display all actionable events for all tickets for which you are the current assignee.

Once within this View it is possible to deselect your name in the Agents filter and as with all other views it is possible to to further refine the list of tickets and events by selecting additional filters, switch between presentation modes and if working in Tickets mode it is possible to show or hide event columns and adjust the sort order of the ticket list.

Creating New Views

Creating New Views

A new View can be created by selecting the Create View link from within the SLA Views menu (1).

*Note: Recommended use of SLA-M Views
The purpose of the SLA-M Dashboard Views and Bookmarks is to improve the productivity and performance of your agents during the management of tickets within your Service Level Agreements.

Whilst the concept is much the same as standard Zendesk views the SLA-M Dashboard is not intended as an alternative or complete replacement for all other aspects of your customer support process for which it is expected there will still be a need for a number of standard Zendesk views.

Taking the above into account, although it isn't mandatory to select a Group filter for a view, it is recommended that where possible your agents are organised into Zendesk Groups based on their role within your customer support process and the type or classification of tickets for which they have responsibility and then Views should be created for use by one or more Groups.

Once the agent group based views have been created to limit the tickets and events to only those of concern to the Group members, it will be possible for each agent to more effectively manage their workload using the index filters to further refine the list of tickets and events in the SLA-M Dashboard based on lower level ticket classifications.

If the same combinations of lower level classifications are frequently used during the role of a specific agent group, Bookmarks can be created within each View to save the corresponding filter selections (see Creating New Bookmarks later in this article).

Enter a Name and Description for the View

Enter a Name and Description for the View

The SLA-M Dashboard will enter View Creation mode turning the SLA Views panel light blue (2) and the SLA View Definition panel is presented (3).

Enter a suitable name and description that describes the purposes and use of the View (4).

*Note Concerning the Difference between Index Filters and the SLA View Definition Panel

You will notice that the SLA View Definition panel takes the same format as the index filters used in the SLA-M Dashboard operating modes.

The contents of SLA View Definition panel are derived from the ticket fields in your Zendesk account to ensure that a full list of options is always available for selection when defining a view.
Since the selections aren't derived form the currently actionable tickets and events it isn't possible to determine the list of tickets and events for each option.
However, when defining a View it is possible to select multiple options within a filter group (see below for full instructions).

The index filters are built from the data associated with the currently actionable tickets and events in the SLA-M Dashboard at any one point in time from which the indexes are built (number of tickets and events) and a full range of selections in a filter group might not always be listed.
Only a single selection can be made per filter group when operating the SLA-M Dashboard.

*Using Organizations and Requesters as Filters in SLA View Definiions
There could be thousands of Organisations and End Users within your Zendesk account so this being the case no attempt is made to build a list iof filter options for Requesters in the SLA View Definition panel.
If your Zendesk account includes no more than 100 Organisations a filter group will be presented in the SLA View Definition, but if your Zendesk account exceeds no attempt will be made to build a filter group for Organisations.

A future release of this feature will provide an option to search for Organisations and Requesters where the number exceeds 100, thus allow the inclusion of these items as filters in all View definitions.

Select the Groups to which the View Applies

Select the Groups to which the View Applies

Select one or more Groups to which the View applies (5) and in so doing ensure that a filter will be applied to the SLA-M Dashboard when the View is selected, displaying only tickets and events assigned to the selected Groups.

By organising your Views by one or more Zendesk Groups it is possible to restrict availability of Views and contained Bookmarks to only those Agents that are members of the selected Group filters (6).
This will ensure that an agent will only be presented with those Views and Bookmarks that are of relevance when using the SLA-M Dashboard.

Select Additional Filters if Required

Select Additional Filters if Required

It might be sufficient to limit the filters for a View to one or more Zendesk Groups, since any additional filtering can be applied to individual Bookmarks (see later in this article), or through the use of the index filters interactively when the agent is operating the SLA-M Dashboard.

However, it might be appropriate to include additional filters in a View if the list of tickets and events should always be further restricted regardless of any interactive filtering or bookmarking, e.g. only Urgent or High Priority Order Queries (7).

Any selections made within a filter group will always be applied as a logical OR condition and conditions between filter groups are applied as a logical AND (8), e.g. (Groups equals Order Queries) AND (Priority equals High OR Priority equals Urgent)

Select Presentation Mode, Columns and Sort Order

Select Presentation Mode, Columns and Sort Order

Additional options can be set to control the way in which the SLAM-Dashboard is laid out and presented when first invoked.

Select the presentation mode (9) that best suits the purpose of the View and the role or task performed by the target audience.

If the Tickets mode is set as the presentation default, then it is also possible to switch on one or more event columns (10) and the sort order (11) for the list of tickets when the View is first invoked.  

*Note: any of these options can be removed or adjusted after the initial invocation of the View.

Save the View Definition

Save the View Definition

Once the View definition is complete hit the Save button (12) to commit the settings, or Cancel button (13) to discard the View creation.

Exit View Creation Mode

Exit View Creation Mode

Once all new Views have been created select the Done button (14) to exit View Creation Mode and return to the SLA-M operating mode from where the View can now be invoked from within the SLA Views panel (15).

Editing Existing Views

Editing Existing Views

An Existing View can be edited by first selecting the Edit View(s) link from within the SLA Views menu (1).

Select the Edit Link against an Existing View

Select the Edit Link against an Existing View

Hover over the Bookmark to be edited to reveal the list of available operations and select the edit link (2).

Apply the Required Updates

Apply the Required Updates

Apply the required updates (3) as described earlier in this article under the heading Creating New Views.

Deleting Existing Views

Deleting Existing Views

An Existing View can be deleted by first selecting the Edit View(s) link from within the SLA Views menu (1).

Select the Delete Link against an Existing View

Select the Delete Link against an Existing View

Hover over the View to be deleted to reveal the list of available operations and select the delete link (2).

Creating New Bookmarks

Creating New Bookmarks

A new Bookmark can be created by selecting and existing view (1) and then selecting the Create Bookmark link from within the SLA Views menu (2).

*Note: Recommended use of Bookmarks
As described earlier in this article the primary purpose of Views is to scope and organize the tickets and events in the SLA-M Dashboard based on the role of agent groups involved in your customer support process (see Creating New Views earlier in this article).

While working within a view it is possible for each agent to more effectively manage their workload using the index filters to further refine the list of tickets and events in the SLA-M Dashboard based on lower level ticket classifications.

However, if the same combinations of lower level classifications are frequently used during the role of a specific agent group, Bookmarks can be created within each View to save the corresponding filter selections.

Enter a Name and Description for the Bookmark

Enter a Name and Description for the Bookmark

The SLA-M Dashboard will enter Bookmark Creation mode turning the SLA Views panel light green (3) and the SLA Bookmark Definition panel is presented (4).

Enter a suitable name and description that describes the purposes and use of the Bookmark (5).

Select Additional Filters Involved in the Bookmark

Select Additional Filters Involved in the Bookmark

When creating a Bookmark it is only possible to select a single option within each available filter group (6).

Each Bookmark will inherit the filter selections made in the parent View definition upon which the Bookmark is based and so it isn't possible to select filter options that are not within scope of the parent View (7).

Selections within multiple filter groups will result in a logical AND condition (8), e.g. Platform equals SGI AND Operating System equals Linux AND Periods equals Next.

*Note: If there is a need to save a frequently used query involving multiple selections within one or more filter groups, or if the required filters aren't available at the Bookmark level then it will be necessary to create a View for this purpose (see Creating New Views earlier in this article).

Please also see *Note Concerning the Difference between Index Filters and the SLA View Definition Panel earlier in this article.

Presentation Mode, Columns and Sort Order are Inherited from the Parent View

The Presentation mode and all options to display event columns and the default sort order of ticket lists are inherited form the parent View and cannot be set in the Bookmark definition.

Please see Select Presentation Mode, Columns and Sort Order for a View earlier in this article.

Save the Bookmark Definition

Save the Bookmark Definition

Once the Bookmark definition is complete hit the Save button (9) to commit the settings, or Cancel button (10) to discard the Bookmark creation.

Exit Bookmark Creation Mode

Exit Bookmark Creation Mode

Once all new Bookmarks have been created select the Done button (11) to exit Bookmark Creation Mode and return to the SLA-M Dashboard operating mode from where the View can now be invoked from within the SLA Views panel (12).

Editing Existing Bookmarks

Editing Existing Bookmarks

An Existing Bookmark can be edited by first selecting the Edit Bookmark(s) link from within the SLA Views menu (1).

Select the Edit Link against an Exiting Bookmark

Select the Edit Link against an Exiting Bookmark

Hover over the Bookmark to be edited to reveal the list of available operations and select the edit link (2).

Apply the Required Updates

Apply the Required Updates

Apply the required updates (3) as described earlier in this article under the heading Creating New Bookmarks.

Deleting Existing Bookmarks

Deleting Existing Bookmarks

An Existing Bookmark can be deleted by first selecting the Edit Bookmark(s) link from within the SLA Views menu (1).

Select the Delete Link against an Existing Bookmark

Select the Delete Link against an Existing Bookmark

Hover over the Bookmark to be deleted to reveal the list of available operations and select the delete link (2).

Using SLA-M Dashboard Views & Bookmarks

Sub Banner

Using SLA-M Dashboard Views & Bookmarks

Customising your SLA-M Dashboard using Views & Bookmarks

Customising your SLA-M Dashboard using Views & Bookmarks

If your agents are organised based on responsibility for certain types or classification of tickets it is likely that many of the tickets and events in the SLA-M Dashboard will be of little or no interest to all users.

SLA-M Dashboard Views and Bookmarks can be used to provide predefined filter selections to scope the list tickets and events down to only those of concern to specified agent groups.
This concept is much the same as standard Zendesk views, but still offering all of the features and benefits of the SLA-M Dashboard to further filter, organize and manage the actionable workload.

This combination of Views and Bookmarks together with the ability to restrict availability of Views to agent group members allows the SLA-M Dashboard to be customised based on the roles played by your agents.

**Note: SLA-M Dashboard Views vs Standard Zendesk Views**
It isn't the intention of this feature to completely replace the use of standard Zendesk views, but to improve the use of the SLA-M Dashboard in support of the management of tickets within your Service Level Agreements.
As such it probably won't be possible or sensible to attempt the setup of all your Zendesk Views using this SLA-M Dashboard feature and there is still likely to be a need for the setup and use of standard Zendesk views to fully support other aspects of your customer support process.

Create Views Based on Agent Group Roles and Responsibilities

Create Views Based on Agent Group Roles and Responsibilities

Although it is possible for each agent to make use of the filters to narrow the scope down to only those events of interest, the SLA-M Dashboard provides the ability to create preconfigured Views that return only those tickets and events of concern to each of your agent groups and the roles they play within your customer support process.

Then once a view has been selected it is possible for each agent to further refine the tickets and events using the available filters not already selected for the View to focus in on only those involved or of most importance in the current task.

In addition to the selection of filters it is also possible to choose from the options that control which of the available presentation modes should be selected and (if relevant to the presentation mode) which events should be displayed and the order in which tickets and events should be sorted.

Create Bookmarks within Views for Frequently used Filter Combinations

Create Bookmarks within Views for Frequently used Filter Combinations

There might be frequently used additional filter selections within the role of each agent group that warrant the creation and use of Bookmarks within a View.

The Bookmarks then become selectable links within the View hierarchy with a meaningful name and description explaining the purpose and use, that will apply the saved filters upon selection by an agent.

Configuring the SLA-M Dashboard to Enable Use of Views and Bookmarks

Configuring the SLA-M Dashboard to Enable Use of Views and Bookmarks

**Important Note**
This feature is currently available to CloudSET Customers on the understanding that the functionality is currently running under a BETA program.
The Views and Bookmarks will not update any of your Zendesk data or meta data or any of the data in the SLA-M Dashboard concerning your tickets and events, so there is no risk to the performance or integrity of your Zendesk.
However, please be aware that whilst under the BETA program you might experience some as yet undiscovered bugs or unexpected behaviour and the functionality and user interface is subject to ongoing design, testing and change.

Enabling the Views Definition Mode
To enable the use of this feature it is necessary to switch on the Views Definition Mode (3) from within the SLA Dashboard tab (2) using the CloudSET SLA Management tool (1).

Follow the onscreen instructions to determine if the views and bookmarks should be made available to Admins and/or Agents.

*Note: at this time only Admins will be given the ability to create and edit Views and Bookmarks in the SLA-M Dashboard.

Disabling the 'All' View

Disabling the 'All' View

If there are a large number of tickets with running events it might be desirable to prevent showing them all when the SLA-M Dashboard is first loaded, since this can effect performance and the time taken to load the dashboard.

It might also be the case that there is a requirement to prevent your agents seeing all tickets and instead partition your SLA-M Dashboard using Group based views (see Create Views Based on Agent Group Roles and Responsibilities above).

If this is the case it is possible to disable or remove the default All view from your SLA-M Dashboard (1), in which case the Unassigned view will become the default upon loading, unless an alternative default is configured (see below).

It is still possible to create an alternative viewing showing all Tickets with running events, but this won't be the default view unless specifically configured.

Reordering Views and Setting a Default

Reordering Views and Setting a Default

Once several views have been created in your SLA-M Dashboard it is possible to adjust the display order using the CloudSET SLA Management configuration tool.

This is achieved by selecting a view in the list (1) and dragging it to the required position (2).

It is also possible to set a view as the default when the SLA-M Dashboard is first loaded, by selecting the 'Home" icon against the corresponding view in the list (3).

Reordering Bookmarks

Reordering Bookmarks

See the View and Bookmark Configuration Settings in Operation

See the View and Bookmark Configuration Settings in Operation

*Note: If the All view is still present, the view order or default hasn't changed in your SLA-M Dashboard after the configurations have been saved and the Zendesk web browser has been refreshed it is possible that the latest version of the SLA-M Dashboard App has yet to be deployed (see Redeploying Updated App Versions).

Using Views and Bookmarks

Using Views and Bookmarks

Selecting any of the available Views or Bookmarks (1) will apply all selected filters and options and set the title and description of the SLA-M Dashboard accordingly (2).

*Note Concerning use of Filters in Views and Bookmarks
Although all filters are applied the selections made within a View definition aren't displayed (3) and it isn't possible to uncheck any of the saved filters while working in a View (see Creating New Views later in this article).
However, if working in a Bookmark any fiter selections in the Bookmark definition will be displayed and available for deselection (see Creating New Bookmarks later in this article).

Refining the View or Bookmark Results after Selection

Refining the View or Bookmark Results after Selection

Although it isn't possible to uncheck any of the saved filters defined in a View it is possible to further refine the list of tickets and events by selecting additional filters (1) whilst working in a View or Bookmark.

It is also possible to switch between presentation modes (2) and if working in Tickets mode it is possible to show or hide event columns and adjust the sort order of the ticket list.

Switching to the All View

Switching to the All View

Unless disabled (see Disabling the 'All' View above) the View named All will always be present within the list of Views and selecting this View (1) will remove all filters to display all actionable events for all tickets in the SLA-M Dashboard.

As with all other views it is possible to to further refine the list of tickets and events by selecting additional filters, switch between presentation modes and if working in Tickets mode it is possible to show or hide event columns and adjust the sort order of the ticket list.

Switching to the My View

Switching to the My View

The View named My will always be present within the list of Views and selecting this View (1) will remove all filters and select your name as the Agents filter (2) to display all actionable events for all tickets for which you are the current assignee.

Once within this View it is possible to deselect your name in the Agents filter and as with all other views it is possible to to further refine the list of tickets and events by selecting additional filters, switch between presentation modes and if working in Tickets mode it is possible to show or hide event columns and adjust the sort order of the ticket list.

Creating New Views

Creating New Views

A new View can be created by selecting the Create View link from within the SLA Views menu (1).

*Note: Recommended use of SLA-M Views
The purpose of the SLA-M Dashboard Views and Bookmarks is to improve the productivity and performance of your agents during the management of tickets within your Service Level Agreements.

Whilst the concept is much the same as standard Zendesk views the SLA-M Dashboard is not intended as an alternative or complete replacement for all other aspects of your customer support process for which it is expected there will still be a need for a number of standard Zendesk views.

Taking the above into account, although it isn't mandatory to select a Group filter for a view, it is recommended that where possible your agents are organised into Zendesk Groups based on their role within your customer support process and the type or classification of tickets for which they have responsibility and then Views should be created for use by one or more Groups.

Once the agent group based views have been created to limit the tickets and events to only those of concern to the Group members, it will be possible for each agent to more effectively manage their workload using the index filters to further refine the list of tickets and events in the SLA-M Dashboard based on lower level ticket classifications.

If the same combinations of lower level classifications are frequently used during the role of a specific agent group, Bookmarks can be created within each View to save the corresponding filter selections (see Creating New Bookmarks later in this article).

Enter a Name and Description for the View

Enter a Name and Description for the View

The SLA-M Dashboard will enter View Creation mode turning the SLA Views panel light blue (2) and the SLA View Definition panel is presented (3).

Enter a suitable name and description that describes the purposes and use of the View (4).

*Note Concerning the Difference between Index Filters and the SLA View Definition Panel

You will notice that the SLA View Definition panel takes the same format as the index filters used in the SLA-M Dashboard operating modes.

The contents of SLA View Definition panel are derived from the ticket fields in your Zendesk account to ensure that a full list of options is always available for selection when defining a view.
Since the selections aren't derived form the currently actionable tickets and events it isn't possible to determine the list of tickets and events for each option.
However, when defining a View it is possible to select multiple options within a filter group (see below for full instructions).

The index filters are built from the data associated with the currently actionable tickets and events in the SLA-M Dashboard at any one point in time from which the indexes are built (number of tickets and events) and a full range of selections in a filter group might not always be listed.
Only a single selection can be made per filter group when operating the SLA-M Dashboard.

*Using Organizations and Requesters as Filters in SLA View Definiions
There could be thousands of Organisations and End Users within your Zendesk account so this being the case no attempt is made to build a list iof filter options for Requesters in the SLA View Definition panel.
If your Zendesk account includes no more than 100 Organisations a filter group will be presented in the SLA View Definition, but if your Zendesk account exceeds no attempt will be made to build a filter group for Organisations.

A future release of this feature will provide an option to search for Organisations and Requesters where the number exceeds 100, thus allow the inclusion of these items as filters in all View definitions.

Select the Groups to which the View Applies

Select the Groups to which the View Applies

Select one or more Groups to which the View applies (5) and in so doing ensure that a filter will be applied to the SLA-M Dashboard when the View is selected, displaying only tickets and events assigned to the selected Groups.

By organising your Views by one or more Zendesk Groups it is possible to restrict availability of Views and contained Bookmarks to only those Agents that are members of the selected Group filters (6).
This will ensure that an agent will only be presented with those Views and Bookmarks that are of relevance when using the SLA-M Dashboard.

Select Additional Filters if Required

Select Additional Filters if Required

It might be sufficient to limit the filters for a View to one or more Zendesk Groups, since any additional filtering can be applied to individual Bookmarks (see later in this article), or through the use of the index filters interactively when the agent is operating the SLA-M Dashboard.

However, it might be appropriate to include additional filters in a View if the list of tickets and events should always be further restricted regardless of any interactive filtering or bookmarking, e.g. only Urgent or High Priority Order Queries (7).

Any selections made within a filter group will always be applied as a logical OR condition and conditions between filter groups are applied as a logical AND (8), e.g. (Groups equals Order Queries) AND (Priority equals High OR Priority equals Urgent)

Select Presentation Mode, Columns and Sort Order

Select Presentation Mode, Columns and Sort Order

Additional options can be set to control the way in which the SLAM-Dashboard is laid out and presented when first invoked.

Select the presentation mode (9) that best suits the purpose of the View and the role or task performed by the target audience.

If the Tickets mode is set as the presentation default, then it is also possible to switch on one or more event columns (10) and the sort order (11) for the list of tickets when the View is first invoked.  

*Note: any of these options can be removed or adjusted after the initial invocation of the View.

Save the View Definition

Save the View Definition

Once the View definition is complete hit the Save button (12) to commit the settings, or Cancel button (13) to discard the View creation.

Exit View Creation Mode

Exit View Creation Mode

Once all new Views have been created select the Done button (14) to exit View Creation Mode and return to the SLA-M operating mode from where the View can now be invoked from within the SLA Views panel (15).

Editing Existing Views

Editing Existing Views

An Existing View can be edited by first selecting the Edit View(s) link from within the SLA Views menu (1).

Select the Edit Link against an Existing View

Select the Edit Link against an Existing View

Hover over the Bookmark to be edited to reveal the list of available operations and select the edit link (2).

Apply the Required Updates

Apply the Required Updates

Apply the required updates (3) as described earlier in this article under the heading Creating New Views.

Deleting Existing Views

Deleting Existing Views

An Existing View can be deleted by first selecting the Edit View(s) link from within the SLA Views menu (1).

Select the Delete Link against an Existing View

Select the Delete Link against an Existing View

Hover over the View to be deleted to reveal the list of available operations and select the delete link (2).

Creating New Bookmarks

Creating New Bookmarks

A new Bookmark can be created by selecting and existing view (1) and then selecting the Create Bookmark link from within the SLA Views menu (2).

*Note: Recommended use of Bookmarks
As described earlier in this article the primary purpose of Views is to scope and organize the tickets and events in the SLA-M Dashboard based on the role of agent groups involved in your customer support process (see Creating New Views earlier in this article).

While working within a view it is possible for each agent to more effectively manage their workload using the index filters to further refine the list of tickets and events in the SLA-M Dashboard based on lower level ticket classifications.

However, if the same combinations of lower level classifications are frequently used during the role of a specific agent group, Bookmarks can be created within each View to save the corresponding filter selections.

Enter a Name and Description for the Bookmark

Enter a Name and Description for the Bookmark

The SLA-M Dashboard will enter Bookmark Creation mode turning the SLA Views panel light green (3) and the SLA Bookmark Definition panel is presented (4).

Enter a suitable name and description that describes the purposes and use of the Bookmark (5).

Select Additional Filters Involved in the Bookmark

Select Additional Filters Involved in the Bookmark

When creating a Bookmark it is only possible to select a single option within each available filter group (6).

Each Bookmark will inherit the filter selections made in the parent View definition upon which the Bookmark is based and so it isn't possible to select filter options that are not within scope of the parent View (7).

Selections within multiple filter groups will result in a logical AND condition (8), e.g. Platform equals SGI AND Operating System equals Linux AND Periods equals Next.

*Note: If there is a need to save a frequently used query involving multiple selections within one or more filter groups, or if the required filters aren't available at the Bookmark level then it will be necessary to create a View for this purpose (see Creating New Views earlier in this article).

Please also see *Note Concerning the Difference between Index Filters and the SLA View Definition Panel earlier in this article.

Presentation Mode, Columns and Sort Order are Inherited from the Parent View

The Presentation mode and all options to display event columns and the default sort order of ticket lists are inherited form the parent View and cannot be set in the Bookmark definition.

Please see Select Presentation Mode, Columns and Sort Order for a View earlier in this article.

Save the Bookmark Definition

Save the Bookmark Definition

Once the Bookmark definition is complete hit the Save button (9) to commit the settings, or Cancel button (10) to discard the Bookmark creation.

Exit Bookmark Creation Mode

Exit Bookmark Creation Mode

Once all new Bookmarks have been created select the Done button (11) to exit Bookmark Creation Mode and return to the SLA-M Dashboard operating mode from where the View can now be invoked from within the SLA Views panel (12).

Editing Existing Bookmarks

Editing Existing Bookmarks

An Existing Bookmark can be edited by first selecting the Edit Bookmark(s) link from within the SLA Views menu (1).

Select the Edit Link against an Exiting Bookmark

Select the Edit Link against an Exiting Bookmark

Hover over the Bookmark to be edited to reveal the list of available operations and select the edit link (2).

Apply the Required Updates

Apply the Required Updates

Apply the required updates (3) as described earlier in this article under the heading Creating New Bookmarks.

Deleting Existing Bookmarks

Deleting Existing Bookmarks

An Existing Bookmark can be deleted by first selecting the Edit Bookmark(s) link from within the SLA Views menu (1).

Select the Delete Link against an Existing Bookmark

Select the Delete Link against an Existing Bookmark

Hover over the Bookmark to be deleted to reveal the list of available operations and select the delete link (2).

Using SLA-M Dashboard Views & Bookmarks

Sub Banner

Customising your SLA-M Dashboard using Views & Bookmarks

Customising your SLA-M Dashboard using Views & Bookmarks

If your agents are organised based on responsibility for certain types or classification of tickets it is likely that many of the tickets and events in the SLA-M Dashboard will be of little or no interest to all users.

SLA-M Dashboard Views and Bookmarks can be used to provide predefined filter selections to scope the list tickets and events down to only those of concern to specified agent groups.
This concept is much the same as standard Zendesk views, but still offering all of the features and benefits of the SLA-M Dashboard to further filter, organize and manage the actionable workload.

This combination of Views and Bookmarks together with the ability to restrict availability of Views to agent group members allows the SLA-M Dashboard to be customised based on the roles played by your agents.

**Note: SLA-M Dashboard Views vs Standard Zendesk Views**
It isn't the intention of this feature to completely replace the use of standard Zendesk views, but to improve the use of the SLA-M Dashboard in support of the management of tickets within your Service Level Agreements.
As such it probably won't be possible or sensible to attempt the setup of all your Zendesk Views using this SLA-M Dashboard feature and there is still likely to be a need for the setup and use of standard Zendesk views to fully support other aspects of your customer support process.

Create Views Based on Agent Group Roles and Responsibilities

Create Views Based on Agent Group Roles and Responsibilities

Although it is possible for each agent to make use of the filters to narrow the scope down to only those events of interest, the SLA-M Dashboard provides the ability to create preconfigured Views that return only those tickets and events of concern to each of your agent groups and the roles they play within your customer support process.

Then once a view has been selected it is possible for each agent to further refine the tickets and events using the available filters not already selected for the View to focus in on only those involved or of most importance in the current task.

In addition to the selection of filters it is also possible to choose from the options that control which of the available presentation modes should be selected and (if relevant to the presentation mode) which events should be displayed and the order in which tickets and events should be sorted.

Create Bookmarks within Views for Frequently used Filter Combinations

Create Bookmarks within Views for Frequently used Filter Combinations

There might be frequently used additional filter selections within the role of each agent group that warrant the creation and use of Bookmarks within a View.

The Bookmarks then become selectable links within the View hierarchy with a meaningful name and description explaining the purpose and use, that will apply the saved filters upon selection by an agent.

Configuring the SLA-M Dashboard to Enable Use of Views and Bookmarks

Configuring the SLA-M Dashboard to Enable Use of Views and Bookmarks

**Important Note**
This feature is currently available to CloudSET Customers on the understanding that the functionality is currently running under a BETA program.
The Views and Bookmarks will not update any of your Zendesk data or meta data or any of the data in the SLA-M Dashboard concerning your tickets and events, so there is no risk to the performance or integrity of your Zendesk.
However, please be aware that whilst under the BETA program you might experience some as yet undiscovered bugs or unexpected behaviour and the functionality and user interface is subject to ongoing design, testing and change.

Enabling the Views Definition Mode
To enable the use of this feature it is necessary to switch on the Views Definition Mode (3) from within the SLA Dashboard tab (2) using the CloudSET SLA Management tool (1).

Follow the onscreen instructions to determine if the views and bookmarks should be made available to Admins and/or Agents.

*Note: at this time only Admins will be given the ability to create and edit Views and Bookmarks in the SLA-M Dashboard.

Disabling the 'All' View

Disabling the 'All' View

If there are a large number of tickets with running events it might be desirable to prevent showing them all when the SLA-M Dashboard is first loaded, since this can effect performance and the time taken to load the dashboard.

It might also be the case that there is a requirement to prevent your agents seeing all tickets and instead partition your SLA-M Dashboard using Group based views (see Create Views Based on Agent Group Roles and Responsibilities above).

If this is the case it is possible to disable or remove the default All view from your SLA-M Dashboard (1), in which case the Unassigned view will become the default upon loading, unless an alternative default is configured (see below).

It is still possible to create an alternative viewing showing all Tickets with running events, but this won't be the default view unless specifically configured.

Reordering Views and Setting a Default

Reordering Views and Setting a Default

Once several views have been created in your SLA-M Dashboard it is possible to adjust the display order using the CloudSET SLA Management configuration tool.

This is achieved by selecting a view in the list (1) and dragging it to the required position (2).

It is also possible to set a view as the default when the SLA-M Dashboard is first loaded, by selecting the 'Home" icon against the corresponding view in the list (3).

Reordering Bookmarks

Reordering Bookmarks

See the View and Bookmark Configuration Settings in Operation

See the View and Bookmark Configuration Settings in Operation

*Note: If the All view is still present, the view order or default hasn't changed in your SLA-M Dashboard after the configurations have been saved and the Zendesk web browser has been refreshed it is possible that the latest version of the SLA-M Dashboard App has yet to be deployed (see Redeploying Updated App Versions).

Using Views and Bookmarks

Using Views and Bookmarks

Selecting any of the available Views or Bookmarks (1) will apply all selected filters and options and set the title and description of the SLA-M Dashboard accordingly (2).

*Note Concerning use of Filters in Views and Bookmarks
Although all filters are applied the selections made within a View definition aren't displayed (3) and it isn't possible to uncheck any of the saved filters while working in a View (see Creating New Views later in this article).
However, if working in a Bookmark any fiter selections in the Bookmark definition will be displayed and available for deselection (see Creating New Bookmarks later in this article).

Refining the View or Bookmark Results after Selection

Refining the View or Bookmark Results after Selection

Although it isn't possible to uncheck any of the saved filters defined in a View it is possible to further refine the list of tickets and events by selecting additional filters (1) whilst working in a View or Bookmark.

It is also possible to switch between presentation modes (2) and if working in Tickets mode it is possible to show or hide event columns and adjust the sort order of the ticket list.

Switching to the All View

Switching to the All View

Unless disabled (see Disabling the 'All' View above) the View named All will always be present within the list of Views and selecting this View (1) will remove all filters to display all actionable events for all tickets in the SLA-M Dashboard.

As with all other views it is possible to to further refine the list of tickets and events by selecting additional filters, switch between presentation modes and if working in Tickets mode it is possible to show or hide event columns and adjust the sort order of the ticket list.

Switching to the My View

Switching to the My View

The View named My will always be present within the list of Views and selecting this View (1) will remove all filters and select your name as the Agents filter (2) to display all actionable events for all tickets for which you are the current assignee.

Once within this View it is possible to deselect your name in the Agents filter and as with all other views it is possible to to further refine the list of tickets and events by selecting additional filters, switch between presentation modes and if working in Tickets mode it is possible to show or hide event columns and adjust the sort order of the ticket list.

Creating New Views

Creating New Views

A new View can be created by selecting the Create View link from within the SLA Views menu (1).

*Note: Recommended use of SLA-M Views
The purpose of the SLA-M Dashboard Views and Bookmarks is to improve the productivity and performance of your agents during the management of tickets within your Service Level Agreements.

Whilst the concept is much the same as standard Zendesk views the SLA-M Dashboard is not intended as an alternative or complete replacement for all other aspects of your customer support process for which it is expected there will still be a need for a number of standard Zendesk views.

Taking the above into account, although it isn't mandatory to select a Group filter for a view, it is recommended that where possible your agents are organised into Zendesk Groups based on their role within your customer support process and the type or classification of tickets for which they have responsibility and then Views should be created for use by one or more Groups.

Once the agent group based views have been created to limit the tickets and events to only those of concern to the Group members, it will be possible for each agent to more effectively manage their workload using the index filters to further refine the list of tickets and events in the SLA-M Dashboard based on lower level ticket classifications.

If the same combinations of lower level classifications are frequently used during the role of a specific agent group, Bookmarks can be created within each View to save the corresponding filter selections (see Creating New Bookmarks later in this article).

Enter a Name and Description for the View

Enter a Name and Description for the View

The SLA-M Dashboard will enter View Creation mode turning the SLA Views panel light blue (2) and the SLA View Definition panel is presented (3).

Enter a suitable name and description that describes the purposes and use of the View (4).

*Note Concerning the Difference between Index Filters and the SLA View Definition Panel

You will notice that the SLA View Definition panel takes the same format as the index filters used in the SLA-M Dashboard operating modes.

The contents of SLA View Definition panel are derived from the ticket fields in your Zendesk account to ensure that a full list of options is always available for selection when defining a view.
Since the selections aren't derived form the currently actionable tickets and events it isn't possible to determine the list of tickets and events for each option.
However, when defining a View it is possible to select multiple options within a filter group (see below for full instructions).

The index filters are built from the data associated with the currently actionable tickets and events in the SLA-M Dashboard at any one point in time from which the indexes are built (number of tickets and events) and a full range of selections in a filter group might not always be listed.
Only a single selection can be made per filter group when operating the SLA-M Dashboard.

*Using Organizations and Requesters as Filters in SLA View Definiions
There could be thousands of Organisations and End Users within your Zendesk account so this being the case no attempt is made to build a list iof filter options for Requesters in the SLA View Definition panel.
If your Zendesk account includes no more than 100 Organisations a filter group will be presented in the SLA View Definition, but if your Zendesk account exceeds no attempt will be made to build a filter group for Organisations.

A future release of this feature will provide an option to search for Organisations and Requesters where the number exceeds 100, thus allow the inclusion of these items as filters in all View definitions.

Select the Groups to which the View Applies

Select the Groups to which the View Applies

Select one or more Groups to which the View applies (5) and in so doing ensure that a filter will be applied to the SLA-M Dashboard when the View is selected, displaying only tickets and events assigned to the selected Groups.

By organising your Views by one or more Zendesk Groups it is possible to restrict availability of Views and contained Bookmarks to only those Agents that are members of the selected Group filters (6).
This will ensure that an agent will only be presented with those Views and Bookmarks that are of relevance when using the SLA-M Dashboard.

Select Additional Filters if Required

Select Additional Filters if Required

It might be sufficient to limit the filters for a View to one or more Zendesk Groups, since any additional filtering can be applied to individual Bookmarks (see later in this article), or through the use of the index filters interactively when the agent is operating the SLA-M Dashboard.

However, it might be appropriate to include additional filters in a View if the list of tickets and events should always be further restricted regardless of any interactive filtering or bookmarking, e.g. only Urgent or High Priority Order Queries (7).

Any selections made within a filter group will always be applied as a logical OR condition and conditions between filter groups are applied as a logical AND (8), e.g. (Groups equals Order Queries) AND (Priority equals High OR Priority equals Urgent)

Select Presentation Mode, Columns and Sort Order

Select Presentation Mode, Columns and Sort Order

Additional options can be set to control the way in which the SLAM-Dashboard is laid out and presented when first invoked.

Select the presentation mode (9) that best suits the purpose of the View and the role or task performed by the target audience.

If the Tickets mode is set as the presentation default, then it is also possible to switch on one or more event columns (10) and the sort order (11) for the list of tickets when the View is first invoked.  

*Note: any of these options can be removed or adjusted after the initial invocation of the View.

Save the View Definition

Save the View Definition

Once the View definition is complete hit the Save button (12) to commit the settings, or Cancel button (13) to discard the View creation.

Exit View Creation Mode

Exit View Creation Mode

Once all new Views have been created select the Done button (14) to exit View Creation Mode and return to the SLA-M operating mode from where the View can now be invoked from within the SLA Views panel (15).

Editing Existing Views

Editing Existing Views

An Existing View can be edited by first selecting the Edit View(s) link from within the SLA Views menu (1).

Select the Edit Link against an Existing View

Select the Edit Link against an Existing View

Hover over the Bookmark to be edited to reveal the list of available operations and select the edit link (2).

Apply the Required Updates

Apply the Required Updates

Apply the required updates (3) as described earlier in this article under the heading Creating New Views.

Deleting Existing Views

Deleting Existing Views

An Existing View can be deleted by first selecting the Edit View(s) link from within the SLA Views menu (1).

Select the Delete Link against an Existing View

Select the Delete Link against an Existing View

Hover over the View to be deleted to reveal the list of available operations and select the delete link (2).

Creating New Bookmarks

Creating New Bookmarks

A new Bookmark can be created by selecting and existing view (1) and then selecting the Create Bookmark link from within the SLA Views menu (2).

*Note: Recommended use of Bookmarks
As described earlier in this article the primary purpose of Views is to scope and organize the tickets and events in the SLA-M Dashboard based on the role of agent groups involved in your customer support process (see Creating New Views earlier in this article).

While working within a view it is possible for each agent to more effectively manage their workload using the index filters to further refine the list of tickets and events in the SLA-M Dashboard based on lower level ticket classifications.

However, if the same combinations of lower level classifications are frequently used during the role of a specific agent group, Bookmarks can be created within each View to save the corresponding filter selections.

Enter a Name and Description for the Bookmark

Enter a Name and Description for the Bookmark

The SLA-M Dashboard will enter Bookmark Creation mode turning the SLA Views panel light green (3) and the SLA Bookmark Definition panel is presented (4).

Enter a suitable name and description that describes the purposes and use of the Bookmark (5).

Select Additional Filters Involved in the Bookmark

Select Additional Filters Involved in the Bookmark

When creating a Bookmark it is only possible to select a single option within each available filter group (6).

Each Bookmark will inherit the filter selections made in the parent View definition upon which the Bookmark is based and so it isn't possible to select filter options that are not within scope of the parent View (7).

Selections within multiple filter groups will result in a logical AND condition (8), e.g. Platform equals SGI AND Operating System equals Linux AND Periods equals Next.

*Note: If there is a need to save a frequently used query involving multiple selections within one or more filter groups, or if the required filters aren't available at the Bookmark level then it will be necessary to create a View for this purpose (see Creating New Views earlier in this article).

Please also see *Note Concerning the Difference between Index Filters and the SLA View Definition Panel earlier in this article.

Presentation Mode, Columns and Sort Order are Inherited from the Parent View

The Presentation mode and all options to display event columns and the default sort order of ticket lists are inherited form the parent View and cannot be set in the Bookmark definition.

Please see Select Presentation Mode, Columns and Sort Order for a View earlier in this article.

Save the Bookmark Definition

Save the Bookmark Definition

Once the Bookmark definition is complete hit the Save button (9) to commit the settings, or Cancel button (10) to discard the Bookmark creation.

Exit Bookmark Creation Mode

Exit Bookmark Creation Mode

Once all new Bookmarks have been created select the Done button (11) to exit Bookmark Creation Mode and return to the SLA-M Dashboard operating mode from where the View can now be invoked from within the SLA Views panel (12).

Editing Existing Bookmarks

Editing Existing Bookmarks

An Existing Bookmark can be edited by first selecting the Edit Bookmark(s) link from within the SLA Views menu (1).

Select the Edit Link against an Exiting Bookmark

Select the Edit Link against an Exiting Bookmark

Hover over the Bookmark to be edited to reveal the list of available operations and select the edit link (2).

Apply the Required Updates

Apply the Required Updates

Apply the required updates (3) as described earlier in this article under the heading Creating New Bookmarks.

Deleting Existing Bookmarks

Deleting Existing Bookmarks

An Existing Bookmark can be deleted by first selecting the Edit Bookmark(s) link from within the SLA Views menu (1).

Select the Delete Link against an Existing Bookmark

Select the Delete Link against an Existing Bookmark

Hover over the Bookmark to be deleted to reveal the list of available operations and select the delete link (2).

Using SLA-M Dashboard Views & Bookmarks

Sub Banner

Using SLA-M Dashboard Views & Bookmarks

Customising your SLA-M Dashboard using Views & Bookmarks

Customising your SLA-M Dashboard using Views & Bookmarks

If your agents are organised based on responsibility for certain types or classification of tickets it is likely that many of the tickets and events in the SLA-M Dashboard will be of little or no interest to all users.

SLA-M Dashboard Views and Bookmarks can be used to provide predefined filter selections to scope the list tickets and events down to only those of concern to specified agent groups.
This concept is much the same as standard Zendesk views, but still offering all of the features and benefits of the SLA-M Dashboard to further filter, organize and manage the actionable workload.

This combination of Views and Bookmarks together with the ability to restrict availability of Views to agent group members allows the SLA-M Dashboard to be customised based on the roles played by your agents.

**Note: SLA-M Dashboard Views vs Standard Zendesk Views**
It isn't the intention of this feature to completely replace the use of standard Zendesk views, but to improve the use of the SLA-M Dashboard in support of the management of tickets within your Service Level Agreements.
As such it probably won't be possible or sensible to attempt the setup of all your Zendesk Views using this SLA-M Dashboard feature and there is still likely to be a need for the setup and use of standard Zendesk views to fully support other aspects of your customer support process.

Create Views Based on Agent Group Roles and Responsibilities

Create Views Based on Agent Group Roles and Responsibilities

Although it is possible for each agent to make use of the filters to narrow the scope down to only those events of interest, the SLA-M Dashboard provides the ability to create preconfigured Views that return only those tickets and events of concern to each of your agent groups and the roles they play within your customer support process.

Then once a view has been selected it is possible for each agent to further refine the tickets and events using the available filters not already selected for the View to focus in on only those involved or of most importance in the current task.

In addition to the selection of filters it is also possible to choose from the options that control which of the available presentation modes should be selected and (if relevant to the presentation mode) which events should be displayed and the order in which tickets and events should be sorted.

Create Bookmarks within Views for Frequently used Filter Combinations

Create Bookmarks within Views for Frequently used Filter Combinations

There might be frequently used additional filter selections within the role of each agent group that warrant the creation and use of Bookmarks within a View.

The Bookmarks then become selectable links within the View hierarchy with a meaningful name and description explaining the purpose and use, that will apply the saved filters upon selection by an agent.

Configuring the SLA-M Dashboard to Enable Use of Views and Bookmarks

Configuring the SLA-M Dashboard to Enable Use of Views and Bookmarks

**Important Note**
This feature is currently available to CloudSET Customers on the understanding that the functionality is currently running under a BETA program.
The Views and Bookmarks will not update any of your Zendesk data or meta data or any of the data in the SLA-M Dashboard concerning your tickets and events, so there is no risk to the performance or integrity of your Zendesk.
However, please be aware that whilst under the BETA program you might experience some as yet undiscovered bugs or unexpected behaviour and the functionality and user interface is subject to ongoing design, testing and change.

Enabling the Views Definition Mode
To enable the use of this feature it is necessary to switch on the Views Definition Mode (3) from within the SLA Dashboard tab (2) using the CloudSET SLA Management tool (1).

Follow the onscreen instructions to determine if the views and bookmarks should be made available to Admins and/or Agents.

*Note: at this time only Admins will be given the ability to create and edit Views and Bookmarks in the SLA-M Dashboard.

Disabling the 'All' View

Disabling the 'All' View

If there are a large number of tickets with running events it might be desirable to prevent showing them all when the SLA-M Dashboard is first loaded, since this can effect performance and the time taken to load the dashboard.

It might also be the case that there is a requirement to prevent your agents seeing all tickets and instead partition your SLA-M Dashboard using Group based views (see Create Views Based on Agent Group Roles and Responsibilities above).

If this is the case it is possible to disable or remove the default All view from your SLA-M Dashboard (1), in which case the Unassigned view will become the default upon loading, unless an alternative default is configured (see below).

It is still possible to create an alternative viewing showing all Tickets with running events, but this won't be the default view unless specifically configured.

Reordering Views and Setting a Default

Reordering Views and Setting a Default

Once several views have been created in your SLA-M Dashboard it is possible to adjust the display order using the CloudSET SLA Management configuration tool.

This is achieved by selecting a view in the list (1) and dragging it to the required position (2).

It is also possible to set a view as the default when the SLA-M Dashboard is first loaded, by selecting the 'Home" icon against the corresponding view in the list (3).

Reordering Bookmarks

Reordering Bookmarks

See the View and Bookmark Configuration Settings in Operation

See the View and Bookmark Configuration Settings in Operation

*Note: If the All view is still present, the view order or default hasn't changed in your SLA-M Dashboard after the configurations have been saved and the Zendesk web browser has been refreshed it is possible that the latest version of the SLA-M Dashboard App has yet to be deployed (see Redeploying Updated App Versions).

Using Views and Bookmarks

Using Views and Bookmarks

Selecting any of the available Views or Bookmarks (1) will apply all selected filters and options and set the title and description of the SLA-M Dashboard accordingly (2).

*Note Concerning use of Filters in Views and Bookmarks
Although all filters are applied the selections made within a View definition aren't displayed (3) and it isn't possible to uncheck any of the saved filters while working in a View (see Creating New Views later in this article).
However, if working in a Bookmark any fiter selections in the Bookmark definition will be displayed and available for deselection (see Creating New Bookmarks later in this article).

Refining the View or Bookmark Results after Selection

Refining the View or Bookmark Results after Selection

Although it isn't possible to uncheck any of the saved filters defined in a View it is possible to further refine the list of tickets and events by selecting additional filters (1) whilst working in a View or Bookmark.

It is also possible to switch between presentation modes (2) and if working in Tickets mode it is possible to show or hide event columns and adjust the sort order of the ticket list.

Switching to the All View

Switching to the All View

Unless disabled (see Disabling the 'All' View above) the View named All will always be present within the list of Views and selecting this View (1) will remove all filters to display all actionable events for all tickets in the SLA-M Dashboard.

As with all other views it is possible to to further refine the list of tickets and events by selecting additional filters, switch between presentation modes and if working in Tickets mode it is possible to show or hide event columns and adjust the sort order of the ticket list.

Switching to the My View

Switching to the My View

The View named My will always be present within the list of Views and selecting this View (1) will remove all filters and select your name as the Agents filter (2) to display all actionable events for all tickets for which you are the current assignee.

Once within this View it is possible to deselect your name in the Agents filter and as with all other views it is possible to to further refine the list of tickets and events by selecting additional filters, switch between presentation modes and if working in Tickets mode it is possible to show or hide event columns and adjust the sort order of the ticket list.

Creating New Views

Creating New Views

A new View can be created by selecting the Create View link from within the SLA Views menu (1).

*Note: Recommended use of SLA-M Views
The purpose of the SLA-M Dashboard Views and Bookmarks is to improve the productivity and performance of your agents during the management of tickets within your Service Level Agreements.

Whilst the concept is much the same as standard Zendesk views the SLA-M Dashboard is not intended as an alternative or complete replacement for all other aspects of your customer support process for which it is expected there will still be a need for a number of standard Zendesk views.

Taking the above into account, although it isn't mandatory to select a Group filter for a view, it is recommended that where possible your agents are organised into Zendesk Groups based on their role within your customer support process and the type or classification of tickets for which they have responsibility and then Views should be created for use by one or more Groups.

Once the agent group based views have been created to limit the tickets and events to only those of concern to the Group members, it will be possible for each agent to more effectively manage their workload using the index filters to further refine the list of tickets and events in the SLA-M Dashboard based on lower level ticket classifications.

If the same combinations of lower level classifications are frequently used during the role of a specific agent group, Bookmarks can be created within each View to save the corresponding filter selections (see Creating New Bookmarks later in this article).

Enter a Name and Description for the View

Enter a Name and Description for the View

The SLA-M Dashboard will enter View Creation mode turning the SLA Views panel light blue (2) and the SLA View Definition panel is presented (3).

Enter a suitable name and description that describes the purposes and use of the View (4).

*Note Concerning the Difference between Index Filters and the SLA View Definition Panel

You will notice that the SLA View Definition panel takes the same format as the index filters used in the SLA-M Dashboard operating modes.

The contents of SLA View Definition panel are derived from the ticket fields in your Zendesk account to ensure that a full list of options is always available for selection when defining a view.
Since the selections aren't derived form the currently actionable tickets and events it isn't possible to determine the list of tickets and events for each option.
However, when defining a View it is possible to select multiple options within a filter group (see below for full instructions).

The index filters are built from the data associated with the currently actionable tickets and events in the SLA-M Dashboard at any one point in time from which the indexes are built (number of tickets and events) and a full range of selections in a filter group might not always be listed.
Only a single selection can be made per filter group when operating the SLA-M Dashboard.

*Using Organizations and Requesters as Filters in SLA View Definiions
There could be thousands of Organisations and End Users within your Zendesk account so this being the case no attempt is made to build a list iof filter options for Requesters in the SLA View Definition panel.
If your Zendesk account includes no more than 100 Organisations a filter group will be presented in the SLA View Definition, but if your Zendesk account exceeds no attempt will be made to build a filter group for Organisations.

A future release of this feature will provide an option to search for Organisations and Requesters where the number exceeds 100, thus allow the inclusion of these items as filters in all View definitions.

Select the Groups to which the View Applies

Select the Groups to which the View Applies

Select one or more Groups to which the View applies (5) and in so doing ensure that a filter will be applied to the SLA-M Dashboard when the View is selected, displaying only tickets and events assigned to the selected Groups.

By organising your Views by one or more Zendesk Groups it is possible to restrict availability of Views and contained Bookmarks to only those Agents that are members of the selected Group filters (6).
This will ensure that an agent will only be presented with those Views and Bookmarks that are of relevance when using the SLA-M Dashboard.

Select Additional Filters if Required

Select Additional Filters if Required

It might be sufficient to limit the filters for a View to one or more Zendesk Groups, since any additional filtering can be applied to individual Bookmarks (see later in this article), or through the use of the index filters interactively when the agent is operating the SLA-M Dashboard.

However, it might be appropriate to include additional filters in a View if the list of tickets and events should always be further restricted regardless of any interactive filtering or bookmarking, e.g. only Urgent or High Priority Order Queries (7).

Any selections made within a filter group will always be applied as a logical OR condition and conditions between filter groups are applied as a logical AND (8), e.g. (Groups equals Order Queries) AND (Priority equals High OR Priority equals Urgent)

Select Presentation Mode, Columns and Sort Order

Select Presentation Mode, Columns and Sort Order

Additional options can be set to control the way in which the SLAM-Dashboard is laid out and presented when first invoked.

Select the presentation mode (9) that best suits the purpose of the View and the role or task performed by the target audience.

If the Tickets mode is set as the presentation default, then it is also possible to switch on one or more event columns (10) and the sort order (11) for the list of tickets when the View is first invoked.  

*Note: any of these options can be removed or adjusted after the initial invocation of the View.

Save the View Definition

Save the View Definition

Once the View definition is complete hit the Save button (12) to commit the settings, or Cancel button (13) to discard the View creation.

Exit View Creation Mode

Exit View Creation Mode

Once all new Views have been created select the Done button (14) to exit View Creation Mode and return to the SLA-M operating mode from where the View can now be invoked from within the SLA Views panel (15).

Editing Existing Views

Editing Existing Views

An Existing View can be edited by first selecting the Edit View(s) link from within the SLA Views menu (1).

Select the Edit Link against an Existing View

Select the Edit Link against an Existing View

Hover over the Bookmark to be edited to reveal the list of available operations and select the edit link (2).

Apply the Required Updates

Apply the Required Updates

Apply the required updates (3) as described earlier in this article under the heading Creating New Views.

Deleting Existing Views

Deleting Existing Views

An Existing View can be deleted by first selecting the Edit View(s) link from within the SLA Views menu (1).

Select the Delete Link against an Existing View

Select the Delete Link against an Existing View

Hover over the View to be deleted to reveal the list of available operations and select the delete link (2).

Creating New Bookmarks

Creating New Bookmarks

A new Bookmark can be created by selecting and existing view (1) and then selecting the Create Bookmark link from within the SLA Views menu (2).

*Note: Recommended use of Bookmarks
As described earlier in this article the primary purpose of Views is to scope and organize the tickets and events in the SLA-M Dashboard based on the role of agent groups involved in your customer support process (see Creating New Views earlier in this article).

While working within a view it is possible for each agent to more effectively manage their workload using the index filters to further refine the list of tickets and events in the SLA-M Dashboard based on lower level ticket classifications.

However, if the same combinations of lower level classifications are frequently used during the role of a specific agent group, Bookmarks can be created within each View to save the corresponding filter selections.

Enter a Name and Description for the Bookmark

Enter a Name and Description for the Bookmark

The SLA-M Dashboard will enter Bookmark Creation mode turning the SLA Views panel light green (3) and the SLA Bookmark Definition panel is presented (4).

Enter a suitable name and description that describes the purposes and use of the Bookmark (5).

Select Additional Filters Involved in the Bookmark

Select Additional Filters Involved in the Bookmark

When creating a Bookmark it is only possible to select a single option within each available filter group (6).

Each Bookmark will inherit the filter selections made in the parent View definition upon which the Bookmark is based and so it isn't possible to select filter options that are not within scope of the parent View (7).

Selections within multiple filter groups will result in a logical AND condition (8), e.g. Platform equals SGI AND Operating System equals Linux AND Periods equals Next.

*Note: If there is a need to save a frequently used query involving multiple selections within one or more filter groups, or if the required filters aren't available at the Bookmark level then it will be necessary to create a View for this purpose (see Creating New Views earlier in this article).

Please also see *Note Concerning the Difference between Index Filters and the SLA View Definition Panel earlier in this article.

Presentation Mode, Columns and Sort Order are Inherited from the Parent View

The Presentation mode and all options to display event columns and the default sort order of ticket lists are inherited form the parent View and cannot be set in the Bookmark definition.

Please see Select Presentation Mode, Columns and Sort Order for a View earlier in this article.

Save the Bookmark Definition

Save the Bookmark Definition

Once the Bookmark definition is complete hit the Save button (9) to commit the settings, or Cancel button (10) to discard the Bookmark creation.

Exit Bookmark Creation Mode

Exit Bookmark Creation Mode

Once all new Bookmarks have been created select the Done button (11) to exit Bookmark Creation Mode and return to the SLA-M Dashboard operating mode from where the View can now be invoked from within the SLA Views panel (12).

Editing Existing Bookmarks

Editing Existing Bookmarks

An Existing Bookmark can be edited by first selecting the Edit Bookmark(s) link from within the SLA Views menu (1).

Select the Edit Link against an Exiting Bookmark

Select the Edit Link against an Exiting Bookmark

Hover over the Bookmark to be edited to reveal the list of available operations and select the edit link (2).

Apply the Required Updates

Apply the Required Updates

Apply the required updates (3) as described earlier in this article under the heading Creating New Bookmarks.

Deleting Existing Bookmarks

Deleting Existing Bookmarks

An Existing Bookmark can be deleted by first selecting the Edit Bookmark(s) link from within the SLA Views menu (1).

Select the Delete Link against an Existing Bookmark

Select the Delete Link against an Existing Bookmark

Hover over the Bookmark to be deleted to reveal the list of available operations and select the delete link (2).