Users can create and add a new custom view to the sidebar. The tickets in the custom view will be filtered based on the user's requirements.
The steps for adding a custom view are mentioned below :
Navigate to Settings > Views.
Click on the Add New View button
Enter the Name and Description for the custom view.
Specify the conditions for filtering the tickets in the Conditions section.
Specify the Sort Order for the new view.
Under Availability, you can choose who can access the view. If you select Myself, the view will only be visible to you. Whereas, selecting All agents, makes the view visible to all agents.
Click on the Save Changes button.
The new view will be listed below all the default views and the tickets that match the condition will be listed inside the new view.