*** Display modes Views support three display modes: 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. 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 columns** Collapse 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. *** Create views Create views to save specific configurations for different workflows or responsibilities. Click the **+** button in the Views section of your sidebar. Set the view name and add an optional emoji. Choose whether the view should be private (visible only to you) or shared with your workspace. 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. *** Customize views Configure how tickets are filtered, grouped, and sorted in each view. Apply filters to focus on relevant tickets: * **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 user groups. 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 channels * **Category**: Filter by ticket category * **Tags**: Filter by ticket tags * **CSAT score**: Filter tickets by their CSAT score (1-5 stars), or filter for tickets without a score * **SLA**: Filter tickets by the SLA 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 custom field values Group tickets into logical categories: * **Status**: Group by ticket status * **Assignee**: Group by assigned team member * **Assignee group**: Group by the user group that the assignee belongs to * **Priority**: Group by priority level * **Parent ticket**: Group by parent ticket relationships * **Channel**: Group by channel * **Category**: Group by ticket category * **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 custom field on the workspace’s request types. Text, Text area, Number, Date, Time, and Boolean fields appear under the **Custom Fields** group in the sort menu. Select, 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. 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 overrides** When 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. 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. *** 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 applied** Ravenna 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. *** 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. Create collections Click the **+** button in the Views section of your sidebar and select **New Collection**. Give it a descriptive name based on the views you’ll group (e.g., “Project Alpha”, “Support Team”, “Weekly Reviews”). Choose private or shared. Private views can only be placed in private collections. Public views can only be placed in public collections. 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. *** Work with views 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. Export tickets Export tickets from any view to a CSV file for reporting or analysis. Navigate to the view containing the tickets you want to export. Click the **Export** button in the toolbar. 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 export** Each 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 * SLA name and current SLA status (On Track, Alert, Breached, or Met) * CSAT score (when available) * Custom field values configured on the ticket’s form **Custom field columns** Each 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. 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. 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.