By default, only Admins can see automatically generated ‘All New Issues’ and ‘All Issues’ Smart Views. Helpshift promotes a workflow where Agents work out of Issues that are either directly assigned to them, or shared by Admins using Shared Smart Views with Groups.

Customers who don’t have a large, distributed workforce, but who still have designated Admin and Agent accounts can manually set up a Smart View for ‘All New’ Issues by creating a new Shared Smart View and selecting the following settings:

  • Status is New Issue
  • Share with Everyone

To learn how to create Shared Smart Views, see How do I create Smart Views?