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Views Overview


Views

Views within InstantKB can be used to customize the various tabular lists used to present articles & tickets within tabs to both regular end users and support agents.Views allow you to add, remove or re-arrange both built-in and custom columns. You can choose which fields to display within supported lists and even display custom fields within any specific list or change the default order of data by modifying the sort column, sort order and page size.

What views can be customized within each tab?

Knowledge base, Troubleshooter & Download Tabs

For knowledge base, troubleshooter or download tabs you can customize 4 default views . These are explained below...

  • Latest
    This is the view applied to the "Latest Articles /  Guide / Download" list within the root of each  knowledge base, troubleshooter or download tab accessible via the end user facing InstantKB support portal.
  • Popular
    This is the view applied to the "Popular Articles /  Guide / Download" list within the root of each  knowledge base, troubleshooter or download tab accessible via the end user facing InstantKB support portal. This list appears by default below the Latest list within the root of each InstantKB tab on the public facing support center.
  • Category
    This is the view applied to the "Latest Articles /  Guide / Download" list within the root of each  knowledge base, troubleshooter or download tab accessible via the end user facing InstantKB support portal.
  • Manage
    This is the view applied to the Manage Articles page within the Agent Control Panel. This view is only visible to support agents. You can use this view to customize the columns and default apperence of the Manage Articles page within the Agent CP.

Issues Tracking / Tickets

Each issue tracking tab within InstantKB offers 2 views. These views are used to present a list of tickets to both regular end users and to support agents within the InstantKB Agent CP.

  • User
    This is the default view applied to a list of support tickets or issues displayed to end users from the My Tickets page on the public facing InstantKB support center.
  • Staff
    This is the view applied to the Manage Tickets page within the InstantKB agent control panel. This view is applied globally to all support agents when managing tickets via the Agent CP. At this time support agents cannot have there own unique views. This is however on our road mpa.

Managing Views

To learn how to edit views within any specific built-in or custom tab please refer to Managing Views.

Adding Custom Views

You can also add your own custom views within InstantKB and apply different views via permission sets. This allows you to customize the appearance of any support content or support issue list within InstantKB depending on the users primary user group and associated permission set. For further information on applying custom views please refer to Adding Custom Views.


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Details

Product: InstantKB
Type: INFO
Article not rated yet.
Article has been viewed 1.3K times.
Last Modified: Last Year
Last Modified By: Ryan Healey

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