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Create Views with Filters

Learning Objectives

After completing this unit, you’ll be able to:

  • Summarize the benefits of different case views.
  • Create agent case views.
  • Use filters and permissions together to grant or restrict case access to agents.

Introduction

In the previous units we talked about labels and custom fields. In this unit we learn how to use them to create filtered views for specific individuals or groups.

Growing Pains Are Good

As your business grows, so does the number of customer inquiries. Once you start supporting multiple channels, such as email, phone, Twitter, and Facebook, having a single queue can feel overwhelming. To add more organization for your cases, you can have individuals or teams focus on specific topics or products. You can also have a tiered support system with varying levels of expertise. Filters are now your best friends.

Desk.com Filters

In Desk.com, you can use filters to create dynamic lists of cases based on criteria that you set. Cases are automatically added to and removed from the case groups as they come into Desk.com, are worked on, and then are eventually resolved.

Below are the basic filters that are created for you out of the box.

  • Inbox: All unresolved cases that are new, open, or pending
  • All Cases: All cases in any state
  • My Cases: All unresolved cases assigned to you
  • Outbox: All cases that are waiting to be sent or have a sending error

basic filters

Along with these four preenabled filters, Desk.com comes with other filters that you can choose to enable. Let’s take a look at one that’s commonly used.

Aging Pending Cases Filter

First let’s enable the filter, and then we’ll talk about why it’s helpful.

  1. Within the Admin console, in the top navigation, click Cases.
  2. Confirm that you are already in the Filters section.

    Filters section

  3. Scroll down until you see Aging Pending Cases (>3 Days).
  4. Hover over the filter and click the pencil icon.

    pencil icon

The Aging Pending Cases filter identifies cases where an agent has responded to a customer inquiry but the agent has not heard back from the customer. This can happen when agents request additional information from a customer or are awaiting confirmation that the customer’s question has been answered. In either scenario, it’s good practice to follow up with the customer to close the loop, and that’s where the Aging Pending Cases Filter is useful.

Let’s take a look at the default filter and review the basic structure of the setup.

Your basic filter setup can be broken down into four main components:

  • Name and Description (1) —Not much to say here, except we recommend using a good description to explain the purpose of the filter. This saves others from spending too much time figuring out what the filter does.
  • Conditions (2) — Use this section to define the criteria that cases must meet in order to show up in the filtered list. Notice that there is an ‘All’ Condition (also known as AND) as well as an ‘Any’ Condition (also known as OR). Within the condition, you can use almost any standard case fields, such as Status and User, and any of your custom fields. There are also some customized time-based objects such as ‘Hours since New.’
  • Display Options (3) — Use these to define the sort order for cases in the filtered list.
  • Permissions (4) — Use this section to indicate who can view the filtered list. Your options include specifying all users, a specific group of users, or an individual user.

    permissions

Copying Is the Sincerest Form of Flattery

The Aged Pending Cases filter looks at any case that’s been pending for 3 or more days. But what if you want to reduce or increase that timing—or any other changes to the filter? Easy! Just copy the filter and make your adjustments.

In order to copy the filter, find the filter from your list, then hover over the filter and click the copy icon. That’s it! Just remember to name and enable your filter once you’re done making edits.

enable filter

Creating Filters

Next let’s talk about creating a filter from scratch. We create two additional filters: a status-based filter and a label-based filter.

Create a Status-Based Filter

When you start answering large volumes of customer questions, it becomes increasingly important to keep track of the status of all your cases. One great thing about filters is that you can create a single filter that displays different cases, depending on which agent is viewing the list. Some common filters include:

  • My New Cases lists cases that were recently assigned to the agent. This is great for prompting agents to respond to new cases as quickly as possible.
  • My Pending Cases lists cases that are waiting on more information from a customer. This helps agents proactively reach out to customers they haven’t heard back from.
  • My Open Cases lists all cases assigned to the agent that aren’t resolved, closed, or deleted.

We show you how to create the last filter soon. But before we do that, let’s review what the statuses mean:

  • New is applied to a case that is brand new and has never been opened in edit mode by an agent.
  • Open is applied to a case that has been opened in edit mode by at least one agent.
  • Pending is usually applied when you’ve responded to a case but are waiting for a response from a customer.
  • Resolved is applied when your agent has completed working on the case.

There are two special statuses:

  • Closed makes the case read-only and can be set using a time rule after a case has been resolved for a certain number of hours.
    Note

    Note

    Once you set a case to closed, it can’t be reopened.

  • Deleted marks the case ready to be purged from Desk.com.

Now that we understand case statuses better, let’s create our filter for My Open Cases.

Create a My Open Cases Filter

  1. Within the Admin console, in the top navigation, click Cases.
  2. Confirm you’re already in the Filters section.
  3. Click Add Filter.

    filters section

  4. Set the name to My Open Cases and the description to My cases that have been newly assigned.
  5. Click Add.

    my open cases

  6. Click Add Condition (All Condition) twice, and add the following conditions:
    Field Operator Value
    Status less than Pending
    Assigned User is (Current User)
  7. Toggle enabled to on.
  8. Click Update.

    click update

You can easily create the other status-based filters by copying this filter and modifying the criteria.

Create a Label-Based Filter

The next filter that we create is extremely useful because we’re using the power of labels. In the previous unit, we showed you how agents can apply labels to cases that flags them for a particular action. One common example is flagging a case for escalation.

Imagine that you’re a support manager and your agents apply the Escalated label to cases so that you can reach out to the customer. Labels are great visual indicators in your inbox, but what if escalated cases are still getting lost in the hundreds of cases you see each day? It would be great to have a specific filter, that you can easily access, to help you prioritize these special cases.

Let’s create this filter.

  1. Within the Admin console, in the top navigation, click Cases.
  2. Confirm you’re already in the Filters section in the side navigation.
  3. Click Add Filter.

    add filter

  4. Set the name to Escalated, and the description to: Escalated cases that need immediate attention.
  5. Click Add.

    escalated

  6. Click Add Condition (All Condition), and add the following condition:
    Field Operator Value
    labels contains Escalated
  7. Scroll down to the permissions section, and set the permissions so that only you can see the filter:
    1. Choose User.
    2. Choose yourself from the filtered list.
  8. Enable the filter using the Enable toggle switch.
  9. Click Update.

    enable filter

That’s it! Instead of scrolling through your inbox seeking cases with the Escalated label, just go to your Escalated filter to help the customer who needs you the most.

Note

Note

Setting the permissions for a filter can make the filter viewable to a specific group or user. This is often useful for reviewing cases or escalations.

Note

Note

Pro tip: You can change the order of your filters by changing the number order (1) of your filters or by simply clicking and dragging (2) your filters. Let’s put the two we created at the top.

change order of filters

There you have it! Two filters that can help you answer new customer questions and follow up on pending cases.

Conclusion

You’ve learned the benefits of filters and how they can help your support team get organized and prioritize their efforts. You’ve also learned that you can create filters based on different fields within the Case Details panel and how to control which users and groups can view them. For your next module, we recommend Desk.com Automation, because everyone loves automation!

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