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Views organize tickets by saving your display preferences, , and settings. Each view provides quick access to different workflows and ticket organizations.

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Display modes

Views support three display modes:

Table

Detailed analysis with customizable columns. Choose which fields to display and adjust column widths for your preferred layout. Custom fields are hidden by default and are grouped separately in the column visibility menu, where you can show or hide them individually.Edit fields inlineUpdate a ticket without leaving the table view. Click any editable cell to change the value in place — Ravenna saves the change immediately and re-renders the row with the new value.You can edit the following columns inline:
  • Due date and Start date
  • Custom fields of type Text, Number, Date, Boolean (toggle), Select, and Multi-select
Other custom field types (User, Application, Access level, File, and similar resource pickers) stay read-only in the table. Open the ticket to edit them from the detail view.Cells become read-only when you don’t have permission to edit that ticket, so members with view-only access still see the values without an editable affordance.
Streamlined readability with essential ticket information. Compact format for scanning through tickets quickly.
Visual workflow management with columns organized by status or other criteria. Drag tickets between columns to update their status. Collapse columns to focus on specific workflow stages.Collapse and expand columnsCollapse columns you’re not actively working with by clicking in the column header. Collapsed columns display vertically with the column name and ticket count. Expand collapsed columns by clicking anywhere on them or the expand button.Empty columns collapse by default. Your preferences save per view and don’t affect other team members. Dropping a ticket on a collapsed column expands it automatically.

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Create views

Create views to save specific configurations for different workflows or responsibilities.
1

Open view creation

Click the + button in the Views section of your sidebar.
2

Configure view

Set the view name and add an optional emoji.
3

Set privacy

Choose whether the view should be private (visible only to you) or shared with your workspace.
4

Set edit permissions

On a shared view, toggle Allow edits to control whether other workspace members can promote their changes back to the shared configuration. Allow edits is off by default, so only the view’s owner and workspace admins can save changes for everyone. See Lock shared views for details.
5

Save view

Click Create to save the view. It appears in your sidebar navigation.
Views appear in your sidebar navigation and can show unread ticket counts for new activity.

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Customize views

Configure how tickets are filtered, grouped, and sorted in each view.

Filters

Apply filters to focus on relevant tickets:
  • ID and Short ID: Filter by a ticket’s full ID or its short ID using equals, does not equal, is any of, or is not any of. Use this to jump to specific tickets, exclude known ones, or pull a list referenced from another tool (for example, paste a set of short IDs from a spreadsheet).
  • Status: Filter by open, resolved, or closed tickets
  • Assignee: Show tickets assigned to specific team members. Use the is member of or is not member of operator with this filter, or with Requestor or Author, to match tickets whose user belongs to one or more selected . This is useful for following a team rather than a single person.
  • Priority: Focus on high, medium, or low priority tickets
  • Due date: View tickets due within specific time ranges, or filter for tickets with no due date set
  • Channel: Filter tickets from specific
  • Category: Filter by
  • Tags: Filter by
  • CSAT score: Filter tickets by their (1-5 stars), or filter for tickets without a score
  • SLA: Filter tickets by the applied to them, or by SLA health status (On Track, Alert, Breached, Met). Use this to surface tickets approaching a deadline or already in breach.
  • SLA target: Filter tickets by which SLA target types they have — Time to first response, Time to resolution, or Time to close. You can also filter for tickets that have any SLA target applied, or tickets with no SLA targets at all. Use this to focus on a specific commitment type (for example, only tickets tracked for first response).
  • Custom fields: Filter by any values
Group tickets into logical categories:
  • Status: Group by ticket status
  • Assignee: Group by
  • Assignee group: Group by the that the assignee belongs to
  • Priority: Group by
  • Parent ticket: Group by parent ticket relationships
  • Channel: Group by channel
  • Category: Group by
  • Custom fields: Group by custom field values
Sort tickets to prioritize your work:
  • Creation date: Newest or oldest first
  • Priority: Highest or lowest priority first
  • Due date: Soonest or latest due date first
  • Title: Alphabetical order
  • Updated date: Most recently updated first
  • CSAT score: Highest or lowest customer satisfaction rating first
  • Custom fields: Sort by any sortable on the workspace’s request types. Text, Text area, Number, Date, Time, Duration, Boolean, Select, and Timezone select fields appear under the Custom Fields group in the sort menu. Select and Duration fields sort by the display order of their options, so ascending puts the first-defined option first. Timezone select fields sort as text. Multi-select, Tag, and User fields aren’t sortable.
When you modify filters, display modes, grouping, or sorting for a view, your changes persist automatically. Your configuration is preserved every time you return to that view.
In table views, clicking Reset Columns restores default column visibility and hides any custom field columns. You can re-show custom fields from the column visibility menu. Use the search box at the top of the menu to quickly find a column by name when you have many fields.

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Personal overrides on shared views

On any custom view (any view other than the workspace default), your filter and display-option changes are saved as a personal override that only affects you. The shared view’s saved configuration stays the same for everyone else until you explicitly promote your changes.Personal overrides cover:
  • Filters added, removed, or edited from the filter bar
  • Display mode (Table, List, or Kanban)
  • Column visibility, column order, and column widths in table views
  • Grouping and sorting
This lets you adjust a shared view to your workflow without disrupting teammates. For example, you can narrow My team’s open tickets to just your channel for the afternoon, and no one else sees the change.Save or reset your overridesWhen you have unsaved filter changes on a custom view, Save and Reset buttons appear next to the filter bar:
  • Save promotes your current filters to the shared view’s configuration. Everyone using the view sees the new filters the next time they load it.
  • Reset discards your personal filter overrides and reverts to the shared view’s saved filters.
The view options menu shows an indicator when your column, grouping, sorting, or display-mode choices differ from the shared view. From that menu you can:
  • Save view options to view to push your current display settings to the shared view.
  • Reset view options to discard your personal display overrides and return to the shared configuration.
The workspace default view does not use personal overrides. Filter and display-option changes there save directly to the view and apply to anyone who hasn’t customized it.
Personal overrides are stored per user, per view. They follow you across browsers and sessions, and they don’t affect other workspace members.

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Lock shared views

Shared views have an Allow edits toggle that controls whether other workspace members can promote their personal overrides back to the shared configuration.
  • When Allow edits is off (the default), the Save, Save for all, and Save view options to view actions are hidden from non-owner, non-admin members. Everyone can still tweak filters, columns, sorting, and display mode for themselves — those tweaks continue to save as personal overrides — but only the owner and workspace admins can push those changes into the shared view.
  • When Allow edits is on, any workspace member who uses the view can save their changes back to the shared configuration, matching the previous default behavior.
The view’s owner and workspace admins always bypass the lock. They see Save and Save view options to view regardless of the Allow edits setting.Toggle Allow edits from the view’s edit dialog. You can change it at any time, and it takes effect immediately for everyone using the view.
Locking a shared view only affects who can promote changes for the whole team. Personal overrides — filters, columns, sorting, grouping, and display mode scoped to you — keep working exactly the same way for every member.

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Duplicate views

Any workspace member can duplicate a view from the sidebar to create their own copy without touching the original.To duplicate a view, hover over it in the sidebar, open its menu, and select Duplicate. The copy appears in the sidebar named <original name> (copy).What the copy inherits
  • The duplicate is created private and owned by you, so it only shows up in your sidebar.
  • Allow edits is off, matching the default for new shared views. If you later make the copy shared, other members won’t be able to promote changes to it unless you turn Allow edits on.
  • The duplicate captures your effective view — the shared view’s saved configuration overlaid with your personal filter and display overrides. This means the copy reflects what you were actually looking at, including any filters you narrowed, columns you toggled, or sort orders you changed for yourself. It does not just clone the owner’s shared definition.
  • The emoji, table (Tickets, Users, and so on), and containing collection are copied from the original.
Duplicating is useful when you want to fork a shared view to experiment with different filters, keep a personal variant of a locked team view, or hand a starting point to another teammate by making your copy shared later.

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Edit and delete views

Workspace members can edit shared views. Private views can only be edited by their owner.To delete a view, click the view options menu and select Delete. Private views can only be deleted by their owner. Shared views can be deleted by any workspace member.

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Create tickets from a view

When you create a ticket while a view is active, Ravenna pre-fills the new ticket form with values from the view’s filters. This saves you from re-entering fields that are already implied by the view you’re working in.How defaults are appliedRavenna looks at each filter on the active view and pre-fills the matching field on the new ticket when:
  • The filter uses an equals or is any of operator.
  • The filter targets a single value (for example, Assignee equals Alex, not Assignee is any of Alex, Sam).
Ravenna can pre-fill the following fields:
  • Assignee
  • Status
  • Priority
  • Category
  • Tags (all tag values from matching filters are added)
If a filter matches multiple values or uses a different operator (such as is not or contains), Ravenna skips that field.Where this applies
  • Ticket list and table views: clicking New ticket opens the create dialog with defaults from the view’s filters.
  • Kanban views: clicking + on a column adds the column’s grouping value (status, priority, or assignee) on top of the view’s filter defaults. Column values take precedence when both are set.
You can still change any pre-filled field before submitting the ticket. Defaults only seed the form — they don’t constrain what you can create.
Ravenna only applies filter defaults to new tickets. They have no effect when you duplicate an existing ticket.

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Organize with collections

View collections provide a folder-like structure for organizing multiple related views. Collections reduce clutter in your sidebar navigation by grouping related views together.

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Create collections

1

Open collection creation

Click the + button in the Views section of your sidebar and select New Collection.
2

Name your collection

Give it a descriptive name based on the views you’ll group (e.g., “Project Alpha”, “Support Team”, “Weekly Reviews”).
3

Set privacy

Choose private or shared. Private views can only be placed in private collections. Public views can only be placed in public collections.
4

Add views

Drag and drop views into the collection from your sidebar.
Collections can be edited and deleted by their owner or any workspace member (for shared collections). Private collections can only be managed by their owner.

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Work with views

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Switch views

Click any view in the sidebar to instantly apply its configuration. This updates your filters, grouping, sorting, and display mode to match the selected view’s settings.

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Export tickets

Export tickets from any view to a CSV file for reporting or analysis.
1

Open the view

Navigate to the view containing the tickets you want to export.
2

Click Export

Click the Export button in the toolbar.
3

Download file

The CSV file downloads with all tickets matching the current view’s filters. The file is named using the view name and current date (e.g., My_Tickets_2026-01-13.csv).
What’s included in the exportEach row in the CSV represents one ticket. Exported columns mirror the columns currently visible in the view’s table configuration. Hiding a column from the table excludes it from the export, and showing a column adds it back. This gives you control over which fields land in the CSV without filtering the resulting file afterward.Available columns cover the core ticket properties used across views, including:
  • Ticket ID, title, and description
  • Status, priority, category, and tags
  • Channel and workspace
  • Requester and assignee
  • Created, updated, due, and resolution timestamps
  • name and current SLA status (On Track, Alert, Breached, or Met)
  • score (when available)
  • values configured on the ticket’s form
Custom field columnsEach custom field you’ve added to the view appears as its own column in the CSV, using the field’s label as the header. Values are formatted to match how they display in Ravenna:
  • Select and Duration: the selected option’s label (e.g., Critical).
  • Multi-select, Tag, User multi-select, and Application multi-select: a comma-separated list of labels (e.g., Frontend, Backend).
  • Boolean: Yes or No.
  • Date: YYYY-MM-DD.
  • Text, Number, and other single-value types: the raw value.
Empty custom fields export as a blank cell. Hide a custom field column from the table before exporting if you don’t want it in the CSV.To customize what gets exported, adjust column visibility from the view’s table settings before clicking Export. Shared views use the shared column configuration, so changes affect every member who uses that view.The export honors the view’s active filters, so applying filters such as status, assignee, or SLA status before exporting limits the file to a focused dataset.

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Share view URLs

Views are accessible through direct URLs. Bookmark specific views or share them with team members by copying the URL from your browser. Switching views updates the browser URL automatically.

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Unread notifications

Views display notification badges showing the count of unread tickets that match the view’s criteria. These badges indicate which views contain new activity.
Last modified on July 27, 2026