Additional Columns for Table and Inbox

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Overview

Inbox and Table views now open with a default set of ticket columns, and you can add columns from a larger optional set to see more ticket detail at a glance.

  • Default columns: every user lands on Inbox with the core ticket details already showing.
  • Optional columns: add fields such as Tags, SLA, Ticket Age, Topic, and Asset Status for more detailed tracking.
  • Faster resolution: more context in the list helps you reach the right tickets and resolve them sooner.

1. Purpose of this feature

  • The feature is called Additional Columns for Table and Inbox.

  • Its goal is to improve ticket visibility and management in Inbox and Table views.

  • The update is meant to help users find assigned tickets faster and resolve them more quickly.

2. The new default columns

  • A default set of columns will now be enabled for every user when they land on Inbox.

  • These default columns are:

    • TicketNumber

    • Status

    • Subject

    • Description

    • Customer

    • CustomerType

    • Priority

    • Owner

    • SubmissionDate

    • LastUpdated

  • These columns are intended to provide the core ticket details users need immediately.

3. Additional available columns

  • The feature also adds a larger set of optional columns that can be used for more detailed ticket tracking.

  • Newly added columns include:

    • EntryPoints

    • Tags

    • SLA

    • TicketNumber

    • TicketAge

    • TicketType

    • Topic

    • Category

    • NewActivity

    • Language

    • TicketThemes

    • Department

    • SubmittedBy

    • AssetType

    • LoanerIssue

    • AssetStatus

    • RateLevel

    • Duplicate

    • StudentID

    • EmployeeID

  • These columns expand the amount of ticket metadata available to users.

4. Benefits for users and teams

  • The expanded column set gives users in Classic and IT Department workflows more control over ticket management.

  • It helps users:

    • Reach relevant tickets faster

    • See more context at a glance

    • Improve ticket handling efficiency

    • Resolve issues more quickly

  • Overall, the feature is designed to make Inbox and Table views more powerful and useful.

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