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In this video, I walk you through the process of managing ticket visibility by roles and implementing Access Control Lists (ACLs) to secure sensitive information within our ticketing app. We created four roles: support agent, support lead, finance, and HR, and set specific permissions for each, such as allowing only the finance role to read, create, and edit billing details. I also demonstrated how to restrict access to certain sections and fields, ensuring that only authorized roles can view or modify them. Please make sure to review the roles and permissions assigned to your team and apply the same principles to any app and service as needed. Your attention to these details is crucial for maintaining our data security.
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In this tutorial, I walk you through how to effectively filter and sort tickets to narrow down our workload to a more manageable number. We start by filtering out tickets that are not open and those waiting on customer replies, which helps us see a significant decrease in our ticket count. I also demonstrate how to focus on tickets with affected versions and set a specific time frame for resolution by selecting the SLA due date for November. Finally, I show you how to sort the tickets by the user they are assigned to, giving us a clearer view of our responsibilities. Please follow along and apply these filters to streamline your ticket management process.
A quick walkthrough to build dependent Choice Lists in Tickets. You’ll create a parent list (Service) and a child list (Integration), bulk-add their options, and link each child option to the parent value “Integration.” Then you’ll add two fields to the Tickets app: Service (Choice List: Service) and Integration (Choice List: Integration, Parent: Service). In use, when Service = Integration, the Integration field unlocks sub-options (Email, Voice, Documents); otherwise it stays inactive—keeping ticket data precise and easy to route.
A quick walkthrough to add and use an Affected Version text field in Tickets. You’ll create the field (with a 20-character cap and hint), optionally include it in Global Search, and log a bug ticket using it (e.g., 2.1.0). Then you’ll find related issues with a contains filter across list/Rolodex/board views and jump to records via Global Search. Finally, you’ll enforce consistency by adding a Form Rule that requires the field when Type = Bug.
In this video, I walk you through adding a "needs customer reply" checkbox to our tickets app, which will help us track cases waiting for customer responses. I demonstrate how to create the checkbox, customize its labels, and integrate it into our saved views and dashboard. Additionally, I show you how to export the filtered list of tickets for analysis. Please make sure to implement this feature and keep an eye on the tickets that require customer follow-up. This process is straightforward and will enhance our workflow significantly.
In this quick tutorial, I walk you through what a view is and how to create and manage new views in our tickets app. You'll learn how to apply filters and save your customized view, including and setting access permissions. I also show you how to add the view to your favorites for easy access and where to find all your views in the Reporting section. Lastly, I explain how to manage your views, including editing and deleting them if needed. Please follow along and take action to create your own views!
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