You can also filter the items based on their current status. Currently the above shown status is available to be used.

Views Permission for Members

With the new Views Permission feature, owners and admins now have the option to hide certain views in the Tickets section, like the “All Items” view. This allows you to control what your team members see, ensuring only the selected roles have access to all ticket details if needed.

Default View

By default, members can see all available views, including “Assigned to me,” “Done,” “Not Done,” “Status,” and “All Items.” Additionally, you can create more views. This setup gives full visibility and flexibility for members to track and manage tickets as needed.

Custom Chart Titles in the OCP Ticket View

Custom chart titles help make ticket metrics more intuitive by clearly indicating the purpose of each chart. This improves visibility and makes it easier for users to quickly interpret data without needing additional explanations, thus enhancing overall productivity in ticket management. 

Step by step guide to configure this feature:

1. Access the Tickets Section

• From the OCP Dashboard, navigate to the sidebar and select Tickets.

• This will open a list of ticket projects that you manage or track.

2. Select Your Project and View

• In the Tickets list, locate the project for which you want to set a custom chart title.

• Click on Views next to the project name to open the available views.
  

3. Edit the View Settings

• Find the specific view (e.g., "Assigned to me") where you want to apply a custom chart title.

• Click the Edit icon (pencil icon) to open the Edit View settings for this view.
  

4. Choose the Chart Layout

• In the Edit View settings, you will see options for layout.

• Select Chart as the layout type to enable chart settings.
  

5. Configure Grouping (Optional)

• Use the Group By dropdown to organize data within the chart based on specific criteria, such as Status or Assignee.

• This grouping option helps further structure the data within your custom chart.
  

6. Set a Custom Title

• In the Current Items Chart field, type in your desired title.

• For example, you could use titles like "Open Tickets by Status" or "Tickets Assigned to Me" to match the chart’s purpose.
  

7. Apply and Save Changes

• Click Save to apply your custom chart title and view settings.

Repeat steps 5 and 6 for the New Items Chart and Change Logs Chart if you wish to set custom titles for these as well.

8. Checking the Chart Title configured

After setting and saving your chart title, you will be able to see the configured name displayed on the chart. Below is an example:

By following these steps, you should be able to easily customize your chart titles, providing a more informative and professional visual experience for your users when they are using the Tickets Feature.

Group by Agent Type and Rating Type Fields in Ticket List

You can group your tickets by Agent Type and Rating Type fields in both Table and Board views. This feature allows for better ticket organization, enabling teams to quickly view tickets based on specific agents or rating types, which streamlines support workflows and makes it easier to manage and assess performance.

How to Use:

1. Go to the ticket list.
   

2. Select Edit View.
   

3. In the Group By field, choose either Agent Type or Rating Type.
   

4. Configure additional settings as needed, then click Save.

Visual Example of Board View with Group by Agents: 

Visual Example of Table View with Group by Agents: 

This image above demonstrates the new feature, with the option to group tickets by Assigned Agent highlighted.

Hiding the “All Items” View

One of the key features in this update is the ability to hide the “All Items” view from specific members. When creating or editing a list, you can choose to limit this view so that only selected roles have access. 

For example, if you choose to hide the “All Items” view from an admin, they won’t be able to see the “All Items” view.

Now, with the “All Items” view hidden, the designated admin will no longer see a complete list of tickets.

Hiding Specific Views

Beyond the “All Items” view, you can also choose to hide other specific views, like “Not Done.” 

For instance, if you hide the “Not Done” view from a particular admin, they won’t see tickets that haven’t been completed.

Now, with the “Not Done” view hidden, the admin no longer sees any uncompleted tickets.

With these view permissions, you can easily manage visibility to make sure members only see what they need. 

Remember, only owners or admins can set these permissions, so ensure you have the right access level to make these adjustments!

Fields

Fields option allows you to add or remove or mandate a certain fields at the time of adding an item to the list. You can use the pre existing fields as well as available System fields as well as the Custom fields.

This will allow you to mandate any field necessary when adding an item to the list

Following system fields are available currently:

For custom fields, you can use these types of CUF, the maximum allowed number of fields decrease when you add one to the template:

For Select type CUFs, you can add a drop down for fields to select from:

Using Tickets in Livechat

In the livechat, you can open a conversation and add an item to the list from the bot user overview section.

It will ask you for the required fields you have setup for the template and will add the item to the list.

You can also access the Tickets section from the workspace livechat overview tab.