One of the main tools in the helpdesk system is filtering requests. Selection of requests according to the specified parameters is always available in the navigation panel. By default, the standard ways of distribution of requests:
- all incoming requests that are in progress,
- of a specific current user with division by statuses;
- with no assignee;
- under control;
- postponed (frozen);
- by tags and areas of activity.
It is also important for managers to view the agents' tasks, while for agents it is convenient to have quick access to all requests with a certain type or priority.
EddyDesk gives you the ability to create views for different groups of agents and customers and personal views that are only visible to the person who created them.