The request grid is the display area for requests meeting specified criteria. The criteria will vary depending on the filtered view (Inbox, My Queue, or custom-filtered view) the user is in.
At the top of every request grid is the name of the view. For those views that are system created, it will be the names designated by HelpSpot; Inbox and My Queue. For those views created by Administrators or Users, via filters, it will be the name designated during filter creation. Just after the view name, Users will find a request count. This count reflects the number of requests that match the defined conditions.
To the far right of the name and count the filter menu allows access to other filter functions.
The request grid returns specific information, in columns, for each request that is included in the results set for the view. The Inbox and My Queue have a default set of columns that are returned. Those columns returned in custom-created filtered views are defined by upon creation. Working left to right in the request grid, the default columns are outlined below.
Green dot. The most recent update to the request that is unread by the assigned User.
Grey dot. User has read the update but a Staff member has yet to reply.
Circular Arrow. Staff member was the last to reply.
Users can click the green/grey dot to change the read/unread state.
By default, HelpSpot loads each filtered view a grid-type layout (as outlined above). However, on the fly, Users can switch to the note stream view that shows only the real-time activity of requests. Users can specify if they want to see the following update types:
Users can think of this view as a timeline of request activity within the filtered view.
Simply clicking the grid-like icon will return Users to the standard, request grid view.