Saved views for the ticket queue
Let an agent save a filter set, name it, and share the ones the whole team rebuilds by hand every morning.
Scope — three things this does, four it deliberately does not
In scope
- An agent can save the current filter state as a named view and return to it in one click.
- The filter sets a team rebuilds every morning are saved once and shared.
- Time from opening the queue to opening the first ticket: 90s median, target under 20.
Out of scope
- No query language. A view is the existing facets, saved.
- No per-view notification rules — that is the alerting project.
- No cross-workspace sharing in 1.9; the entitlement model is not there.
- No change to the default queue order for agents who never save a view.
Requirements — 6, three of them must-have
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R-01 Must
An agent can save the current filter state as a named view.
Accepts when — a view reproduces an identical result set on reload, sort included.
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R-02 Must
Views list by last used: five shown, the rest behind "All views".
Accepts when — an agent with twelve views sees their five most recent without opening a menu.
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R-03 Must
A view can be shared with a team and is read-only to everyone but its owner.
Accepts when — a non-owner can duplicate a shared view and edit the copy, but not save over it.
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R-04 Should
Every view has a stable URL that anyone with queue access can open.
Accepts when — the URL in a fresh session lands on the same queue, or a clear "no access" state.
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R-05 Should
Deleting a shared view warns with the number of people who used it recently.
Accepts when — the confirmation names the 30-day count and requires a second action.
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R-06 Could
Up to three views can be pinned to the sidebar.
Accepts when — pinning a fourth asks which pin to replace rather than failing silently.
Open questions — 3, all blocking the build start
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What happens to a shared view when its owner leaves?
Transfer to the team, or archive. Archiving is safer and will annoy people; transfer needs an owner-election rule we do not have.
Needs: Mira Halvorsen with Legal — before the build starts, not before beta.
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Do saved views count against the 200-request filter rate limit?
Five pinned views refreshing on queue open is five requests where there is one. At 400 agents that is a different traffic shape.
Needs: Platform — by 12 September.
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Does "ordered by last used" leak activity between teammates?
A view's position tells you when a colleague last worked the queue. Fine internally, probably; not obviously fine for regulated accounts.
Needs: Security review — before beta.