How to save a view of metrics in a Helpdesk ticket
You will learn
Learn how to set up and save a custom, filtered view of metrics (”profile events”) within a Helpdesk ticket’s activity log. Saving a filtered metric view as your default helps you quickly focus on relevant customer events, which can make ticket resolution easier and more efficient.
Before you begin
If you’re new to using Helpdesk tickets, we recommend reviewing our Guide to the Klaviyo Helpdesk before proceeding.
About metric views for Helpdesk tickets
In the Klaviyo Helpdesk, each ticket’s Overview pane displays information about the customer, including an activity log of their tracked profile events. By default, this log includes all events Klaviyo has tracked for that customer, however not all may be relevant when troubleshooting customer issues.
You can filter the activity log to only display specific events that are relevant to managing your Helpdesk tickets (e.g., Viewed Product, Started Checkout, Refunded Order, etc.). Saving this filtered view makes it your default view for the activity log of all Helpdesk tickets.
Save a default view of filtered metrics
To set a new default view of the activity log for your Helpdesk tickets:
- In Klaviyo’s main navigation, select Service > Helpdesk.
- Click into any ticket to open it.
- In the Overview pane, click on the # of events.
- Open the All events dropdown and select the specific metrics you want to display.
- Click Save view, then refresh the page.
Once you save this view, only the metrics you selected will display in the activity log. This filtered view becomes your default for all Helpdesk tickets you open, and persists until changed. You can change the view anytime by unselecting and reselecting metrics from the All events dropdown menu and saving the changes.
Note that this saved view is unique to the user who set it. Other users will continue seeing all events in the activity log until they save a filtered view. Each user managing tickets in your Klaviyo account must set their own filtered view.
In the activity log, events are organized by date, or you can select the 3 dots menu on a specific metric in the timeline to view more detailed information about it.
Additional resources
- Guide to Klaviyo Helpdesk
Learn about Klaviyo Helpdesk, which helps you manage support conversations across all channels, powered by the data you already have in Klaviyo.
- Getting started with web chat
Learn about web chat, which is a 2-way communication channel you can add to your website. Web chat can be set up on its own for you to use with Customer Agent and Helpdesk, but it's also designed to be a seamless part of Customer Hub. Web chat allows your business to engage in live, personalized conversations with visitors on your website so they can easily get answers to their questions or assistance with issues.
- Understanding profiles in Klaviyo
Learn about profiles, including how to find them and the data available on the profile page. Profiles are used to keep track of all the information you have about your customers and prospects.