Custom Views are a powerful tool to streamline your daily work with tickets. They act as saved configurations of filters, sorting, and displayed columns, which you can activate with one click whenever you need them.
What are Views for
Views help you effectively organize and filter tickets according to your needs. Customize the display of data for specific situations and save time when working with different ticket types.
Key benefits of using Views:
Quick access to frequently used filters without repeatedly setting them up
Ability to easily customize the display of tickets according to specific needs
Easy organization of tickets into logical groups (by status, type, or priority)
View Types in Retino
Retino offers two basic view types that can be used according to your preferences and team needs.
Public Views
Public views are available to all users in your organization. They are suitable for standard displays used by the entire team – for example, "Open Tickets", "Warranty Claims", or "Unresolved Complaints". Your company must always have at least one public view.
Private Views
Private views are only visible to the user who created them. These views are suitable for your personal work processes and specific needs – for example, "My Priority Tickets" or "Pre-Closure Check".
Tip: For efficient work, combine public views for team processes with private views for your specific needs.
Basic View Settings
When creating a view, you first need to set the basic parameters:
Name and Visibility
Choose a descriptive name that clearly describes the purpose of the view, and specify whether the view will be private (only for you) or public (accessible to the entire team).
Sorting Views in the List
Views in the ticket list are sorted according to two main criteria:
First, favorite views marked with a star are displayed
Within each group (favorites/non-favorites), views are sorted alphabetically
If you need views to be displayed in a specific order, you can use numerical prefixes in the names – for example, "1. Most Important View", "2. Second View", etc.
Filters – Finding Exactly What You Need
Filters are the heart of each view and determine which tickets are displayed. Retino offers two basic condition types:
"All" Conditions (AND)
These conditions work on the principle of a logical "AND" – only tickets that meet all criteria simultaneously are displayed. For example:
Status is "Waiting for goods receipt" AND
Closure date is empty (meaning the ticket is still open)
"Any" Conditions (OR)
These conditions work on the principle of a logical "OR" – tickets that meet at least one of the criteria are displayed. For example:
Ticket type is "Warranty Claim" OR
Ticket type is "Return"
Retino offers various operators for different field types:
Text fields: is, is not, contains, starts with, ends with, etc.
Dates: is, is later than, is earlier than, etc.
Dropdown fields: is, is not, is in, is not in, etc.
Yes/No fields: is checked, is not checked
Recommendation: Start with simple filters and gradually refine them. Too complex filters can slow down the loading of the ticket list.
Sorting – Ordering Tickets in the List
Sorting settings determine the order in which tickets are displayed in the view. You can define multiple levels of sorting – first by one criterion, then within the same values by another.
Useful sorting examples:
By creation date descending – newest tickets at the top
By priority and then by date – most important and newest at the top
By status and then by customer name – grouping by status with alphabetical ordering
Columns – Clear Display of Information
In the column settings, you define which ticket information will be displayed in the table. Select the columns that are most important for the view and remove unnecessary ones for better clarity.
Some of the most commonly used columns include:
Ticket code and timestamps (created, closed)
Customer information (name, contact details)
Ticket status, owner, tags
Custom fields specific to your company
How to Create and Use Views
Creating a New View
Creating a new view is easy:
Go to Settings > Views
Click the "Create new view" button
Enter the name and select the view visibility
Set filters, sorting, and columns as needed
Save the view by clicking "Save"
Using Views
Created views are displayed as tabs at the top of the ticket list. To switch to a specific view, simply click on its name. You can mark frequently used views as favorites by clicking the star icon – they will then be displayed at the beginning of the list.
Practical View Examples
For inspiration, here are some practical view examples that have proven effective:
"My Active Tickets" View
Displays all open tickets assigned to the current user:
Filters: Owner is current user, Closure date is empty
Columns: Code, Created, Customer Name, Status, Tags
Sorting: Created (descending)
"Waiting for Response" View
Displays tickets waiting for a customer response:
Filters: Closure date is empty, Status is "Waiting for customer response"
Columns: Code, Created, Customer Name, Email, Last activity
Sorting: Last activity (ascending) – those waiting longest at the top
Good to know: Views do not affect the ticket data itself, only the way they are displayed. Therefore, you can experiment with different settings without any concerns.
Frequently Asked Questions
Is it possible to copy views?
There is no direct copy function, but you can create a new view with the same parameters.
How to delete a view?
You can delete a view in the Settings > Ticket Views section by clicking the trash icon. However, you cannot delete the last public view in the company.
Can any view be default?
The system remembers the last used view. Upon login, the last used view is displayed, effectively acting as your default view.
What is the recommended number of views?
The number of views is not system-limited, but for clarity and performance, we recommend maintaining a reasonable number (5-10) of views covering your main work needs.