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Building a function for moving tickets between views

  • April 16, 2026
  • 2 replies
  • 28 views
H

Hi everyone,

I’m looking for inspiration and best practices from the community on how to build a function that allows agents to move tickets between views.

Context:
We currently have multiple groups each with its own dedicated email and several views. The agents need to move tickets that have arrived in incorrect e-mails between views.
To give you an example it looks somewhat like this:

Group a (group-a@email.com) 
  View a, invoices
  View b, technical support
  View C, sales

Group B (group-B@email.com) 
  View d, invoices
  View e, technical support
  View f, sales

Group C (group-C@email.com) 
  View g, invoices
  View h, technical support
  View i, sales

So far i have tried creating a group for each view which creates a abundance of groups when its really just 3 groups handling all the tickets.
I have also tried creating a drop-down field with each view and then editing the conditionals of the views. Ive had the most success with this method so far but it results in alot of conditionals for each view which complicates config more than id like as the groups and views grow.

Questions:

How do you handle this in your setup and what best practices would you recommend for maintaining structure and avoid creating unnecessary complexity or disrupting existing processes

2 replies

Jihoon11
  • Jihoon11
  • Contributor
  • April 17, 2026

Hello. Hxtlined.

Instead of the approach you mentioned, how about something like the following?

Group A (group-a@email.com)  
  View A – Invoices  
  View B – Technical Support  
  View C – Sales  

Group B (group-b@email.com)  
  View A – Invoices  
  View B – Technical Support  
  View C – Sales  

Group C (group-c@email.com)  
  View A – Invoices  
  View B – Technical Support  
  View C – Sales

In this setup, you use only three views: Invoices, Technical Support, and Sales.

You may already have this configured, but you can add a trigger that sets the ticket’s group to Group A when an email is received at group-a@email.com (and do the same for Group B and Group C).

Then, in each of the three views, add a condition like this:

  • Ticket > Group | is | (Current user's group)

With this approach, even though the views are shared, each agent will only see the tickets that belong to their own group within the same view structure.

H
  • Hxtlined
  • Author
  • April 20, 2026

Hello Jihoon11!
Yes i do have the group assigning configured. The issue im having is when a ticket is received at Group A, view A but its been sent incorrectly and the agent wants to move the ticket to for example group B, view B.

 

The departments in question have no work overlap in the views so i cant mix the tickets in the views. I was a bit lazy when writing but the views are all about separate topics.

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