Customizing List Views and Columns

List views and columns help users focus on the records and information most relevant to their daily work.

List views

A view represents a reusable way of selecting or organizing records according to defined conditions.

Columns

Columns determine which record fields are visible directly in the list.

Useful ticket columns may include:

• subject
• requester
• status
• priority
• assigned team
• assigned agent
• due date
• SLA information
• other supported fields

Keep lists focused

Displaying too many columns can make lists difficult to scan.

Choose the information needed for the purpose of the view.

Sorting and filters

List customization works together with sorting and filtering to support operational workflows.

Good practices

Use stable shared views for common team processes and personal customization for individual working preferences where supported. Review unused views periodically to prevent clutter.