Presets are saved filter and sorting settings on the Cases page view, enabling quick access to key cases. Create presets to help analysts easily find and focus on the cases that matter most.
We offer these presets for ease of use, and any new ones you create will be added to this list:
All Cases: All the workspace cases.
High priority: Case severity is high or critical, and Resolution SLA is breached.
Pending tasks: Only cases with pending tasks.
These three presets include sorting by severity in descending order.
Creating a new preset
From the preset dropdown, select the New Preset option.
Enter a meaningful name for the new preset.
Select the sorting criteria and order. The default sorting is by severity in descending order.
Select the filters you want to apply and their values. You can also filter by custom fields.
Select Save.
The new preset will be available for other workspace users, enabling them to get the exact filters and sorting selections to ensure they see the same cases.
Modifying an existing preset
Once a preset is selected, the filters and their values, sorting criteria, and order are displayed. You can add filters, adjust values, change the sorting, and then save the new combination as a new preset.
Setting a default preset
You can select the star icon next to a preset to make it the default for the workspace. This ensures that the Cases page will load with the selected preset.
