How to save a view of metrics in a Helpdesk ticket
You will learn
Learn how to filter a customer’s profile events by metric and save that view within a Helpdesk ticket’s activity log. Saving a filtered 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.
To access the activity log, open a ticket for a customer associated with a Klaviyo profile. Tickets for customers without an associated profile do not show the events link.
About metric views for Helpdesk tickets
In the Klaviyo Helpdesk, each ticket’s Overview pane displays information about the customer. Click the event count in the Activity section to open an activity log of their tracked profile events. By default, this log is not filtered by metric. However, not all events may be relevant when troubleshooting customer issues.
You can filter the activity log to only display events for specific metrics 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 a ticket for a customer associated with a Klaviyo profile to open it.
- In the Overview pane’s Activity section, click the # of events link to open the activity log.
- Open the All events dropdown and select up to 5 metrics you want to display. If metrics are already selected, the dropdown shows the number of events selected instead of All events. The activity log updates as you change your selection.
- Click Save view to make your selection the default. This button appears when your selection differs from your saved view. You do not need to refresh the page.
Once you save this view, only events for 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 selecting or deselecting metrics from the event filter dropdown and clicking Save view again.
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. To view more detailed information about an event, open its 3 dots menu and select Activity details.
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.