Using the different message-list views in FocalScope
Monday, December 5, 2016 7:26 AM

FocalScope offers users a number of different ways to sort and view messages in FocalScope. This article details the major messages-list views and how to switch between them.

Prerequisites


Explanation

Please note: You can switch between ascending or descending view in the messages list by clicking on the title of the [Agent], [Subject], [Received], [Sent], and [Ticket Modified] columns. You will notice the ascending / descending icon appear (indicated by arrows) next to the column title.

The first view type is [By Thread]. This view will display messages as threads. Each thread has a topic message and subsequent sent / received messages in the conversation are displayed under the topic. This view is ideal for following long back-and-forth email conversations.


Figure 1 - Display as thread view

The second view type is [By Date]. This view will display messages sorted according to the date they were sent / received.


Figure 2 - Arrange by date view

The third view type is [Plain]. This view will display messages as you normally would see emails displayed in generic email clients. There will be no threaded display for tickets and no special sorting / filtering applied to the messages list.


Figure 3 - Plain view

The fourth view type is [Unread]. This view will display only those messages that you have not yet read. Please note, for shared folders this view displays messages based on the individual agent's read / unread message status, not that of the group.


Figure 4 - Unread messages view

The fifth view type is [Unassigned]. This view will display all messages that have not yet been assigned to an agent.

You can also narrow down the messages-list view to only display tickets that are in the open, on hold, closed, or deleted Ticket State by clicking on the Ticket State tabs (highlighted in blue). The [Everything] tab will collectively display all messages from the open, on hold, and closed Ticket States.


Figure 5 - Unassigned tickets view & Ticket State tabs


Additional Information