Saved queue views, and "someone else is replying"

Saved views

A view is the queue's filters and its order, saved under a name: the status chips, Everyone / Mine / Unassigned, Needs reply, Snoozed, the call group, the custom field filter, and the Order.

The order

Above the queue's filters, Order chooses how the queue is listed:

• Queue order (the default): what waits on you first, the longest wait at the top, then what waits on the customer, then on a fix, then what is finished.
• Newest first, Oldest first (by case number), Latest changed.
• Priority, urgent first: urgent, high, normal and low, each newest first.

Choosing a view

View lists the views shared with the team, then your own. Choosing one puts its filters and order on the queue. If you then change a filter, the page says "The filters have changed since "{view}" was chosen", and — where the view is yours to change — offers Save changes to "{view}".

Saving a view

Set the filters, press Save as a view, give it a name (up to 60 characters) and press Save the view.

• Your own views are yours alone: nobody else sees them, and they leave the organization with you. Anybody who may see the queue may save them.
• A view shared with the team is offered to everyone who reads the queue. Ticking Share it with the team, and changing or removing a shared view, is for whoever may keep the saved replies (an Owner or an Administrator, and a role of your own given it).

"Someone else is replying"

When two members have the same case's reply box in use — it holds a draft, or the cursor is in it — each sees, above the box: "{name} is replying to this case too." ({name} is their name from Settings, or their address.)

• The page says whether your box is in use every 15 seconds while it is on screen, and at once when you start or stop. A name is shown for 45 seconds after that member's page last said so: closing the case, emptying and leaving the box, or putting the laptop to sleep takes the name away within the minute.
• Only members who may work the case, on a case their role sees, are told — and only about colleagues in the same organization. Nothing of a draft is shared.