Predefined and Custom Task Views

Predefined and Custom Task Views

Task List Views are used to group your agents' tasks based on a defined set of criteria. For example, you can view a list of the tasks that were completed or of those that are due today. Besides these, agents can use the Task Views to change owner or update two or more tasks or export the tasks list to a CSV file.

Zoho Desk provides you with a list of pre-defined task views that can be used by the agents out of the box. They can also create their own custom task views according to their requirements. Likewise, administrators can create shared task views that can be accessed by all of the agents in your helpdesk. 

How can I Access Task List Views?

Task list views can be accessed from the home screen:
  1. Click the [Module] Tab from the top bar.( For e.g. Dashboard, Tasks, etc.) 
  2. Select Tasks from the Modules menu. 
  3. In the Tasks Home page, you can select a predefined list view from the left panel. The 'All Tasks' view will be displayed during your initial access. The system will thereon remember your last seen view, and lists the same during successive access. 


Following are the predefined task list views that are available in Zoho Desk:
  • All Tasks
  • Completed Tasks
  • My Open Tasks
  • My Tasks
  • Next 7 Days + Overdue
  • Open Tasks
  • Overdue Tasks
  • Today + Overdue
  • Todays's Tasks
  • Tomorrow's Tasks
You must click the subject of a task to view its details. In the task details page click the  icon, to return to the List View. 

Creating Custom Task List Views

You can create custom list views by defining criteria as per your requirement. The custom views created by an agent will be listed over the left panel, following the predefined views. 
To create a custom list view-
  1. Click the plus sign located next to Views. 

  1. In the Create New View page, enter the custom View Name.
  2. Specify the criteria to filter the tasks. 
  3. Specify the agent's accessibility permissions for this custom view. You can choose between: Show to all agents, Show only to me, Show to the following agents.
  4. Select the Add View to all Departments check box, if you would like to add this custom view to all of your departments. 
  5. Click Save.  
What are the List View Criteria Available?

In the Filter Criteria section, you must specify the criteria based on which the tasks will be filtered under the view. The following table lists the criteria options for certain types of fields:

Field TypeCriteria Options
String Fields like:
  • Task Owner
  • Subject
  • Ticket            
  • Category
  • Status
  • Priority
  • Description
               
Numeric Fields like:
  • Age in Days
                 
Date & Time Fields like:
  • Due Date
  • Created Time
  • Modified Time
  • Remind At
                 
Other Fields like:
  • Created By
  • Modified By
Boolean Fields like:
  • Send Notification Email
  • Send Notification SMS


Here are some Tips to get you started:
  • Age in Days option is very useful for the Date and DateTime fields. It can be used to filter tasks that were created within the last 7 days or those that are overdue in the past 30 days.
  • You cannot edit the standard task views that are provided in Zoho Desk. You may add a custom view to address any specific requirements.
How can I Edit a Custom Task View?

You can edit the custom task views that were added by your agents.
To edit a custom view- 
  1. Right-click on a custom task view.
  2. Click Edit from the menu.
  3. Make the necessary changes and click Save.
How can I Delete a Custom Task View?

You can delete a custom task view that you think will no longer be required for your agents. 
To delete a custom view-
  1. Right-click on a custom task view. 
  2. Click Delete from the menu. 
  3. In the confirmation dialog box, click Ok. 
Sort, Filter and Set Display Preferences for Views

I. Tasks in the list view can be sorted as per your needs. Here are the eight ways you could sort the tasks:
  • Subject
  • Category
  • Due Date
  • Status
  • Priority
  • Created Time
  • Modified Time
  • Latest to Oldest and vice versa (when you click )


III. Tasks in a View can be filtered based on the following parameters, namely:
  • Agent and
  • Due Date


These filters will be useful when you've chosen some of the generic views like All Tasks, Open Tasks, Overdue Tasks etc.,

IV. By default, Zoho Desk will display only 10 records (tasks) per page. However, you can choose the number of records to be displayed in a single page. A maximum of 50 tasks can be viewed per page. The system will remember your selection, the next time you access task views. 

Mass Actions in Task Views

Views allows you to perform certain updates to many tasks at once. This way, you need not fiddle with each of your tasks and can save a lot of your time. You can perform the following mass actions on tasks:
  • Update Tasks
  • Delete Tasks
  • Change Owner
I. To update one or more task(s)-
  1. Select the task(s).
  2. Click Update from the mass actions list.
  3. Select the field to be updated and specify the new values for it.
  4. Click Save.                                                                                                                                  
II. To delete one or more task(s)-
  1. Select the task(s).
  2. Click Delete from the mass actions list.
  3. In the confirmation dialog box, click Ok. 
III. To change the owner for one or more task(s)- 
  1. Select the task(s).
  2. Click Change Owner from the mass actions list. 
  3. Select an agent to assign the chosen tasks.
You can use the search bar to quickly find an agent by their name.