[daip] "views" in the helpdesk

[Claire Chandler]

To: All helpdesk staff

"Views" in the helpdesk define which tickets you will see as a staff member entering the system.  There are two public views, which are seen by all staff: the "Default view" and the "All tickets" view.  The default view shows only those tickets assigned to you, and the "all tickets" view shows all tickets for the departments of which you are a member.  Unfortunately there is no way in the Kayako helpdesk system to restrict whether staff can edit the properties of these public views, and it has recently come to my attention that the default view had been changed to an "all ticket" view, and a new public view had been created that showed tickets assigned to an individual staff member.  PLEASE DO NOT EDIT THE PUBLIC VIEWS, AND PLEASE DO NOT CREATE NEW PUBLIC VIEWS.  If you would like a view of the helpdesk tickets that is different from the default view and the "all tickets" view, please create a private view that only you will see.

Many thanks for your cooperation.

Claire Chandler