Forums/Documentation/Agent Guide

Using views to manage ticket workflow

Anton de Young
posted this on May 09, 2011 15:00

Views are a way to organize your tickets by grouping tickets into lists based on certain criteria. For example, you can create a view for unsolved tickets that are assigned to you, a view for new tickets that need to be triaged, or a view for pending tickets that are awaiting response. Using views can help you determine what tickets need attention from you or your team and plan accordingly.

Here's what a typical view workspace might look like:

Tickets in a view are preceded with a colored icon indicating each ticket's current status. Here are the corresponding ticket statuses and colors:

Many support teams use views to guide the workflow by requiring agents to address tickets in one view first and then others in a specific order. Views can also mirror the support structure you've created. For example, if you provide different levels of service for different customers or manage escalation using a tiered support group structure (Level 1, Level 2), you can create views for eachof these scenarios.

The following standard views are included with your Zendesk account:
  • Your unsolved tickets
  • Unassigned tickets
  • All unsolved tickets
  • Recently updated tickets
  • Unsolved tickets in your groups
  • New tickets in your groups
  • Pending tickets
  • Recently solved tickets

If your Zendesk uses certain features, such as customer satisfaction ratings or SLA service targets, additional views that apply to these features are also available. You can use Zendesk's standard views as they are, or an administrator can modify or deactivate them.

You can also create new views. Any user can create personal views for their own use, and administrators can create share views accessible to all users or groups of users.

 

This article covers the following topics:

Accessing your views

Select a view to see the tickets in that view.

To select a view
  • Click the Views icon () in the sidebar, then click the title of any view in the list to display tickets in that view.
    Zendesk Classic: Click Views in the menu bar, then click the title of any view in the list.

 

The first 12 of your shared views and 8 of your personal views appear in the list. If you have additional views, you can access them by clicking More at the bottom of the list. To change the order views appear in, see Reordering views.

You can sort the tickets in the view by clicking any of the column headings. The view will display information based on the heading you select.

Working through tickets in a view

You can preview or open tickets from your view. When you hover your mouse over a ticket title, an overview appears:

 

 

To return to the current view from a ticket

  • Click the Views icon () in the sidebar.
To go to the next ticket in the current view
  • From a ticket, click the Next ticket arrow in the upper-right corner of the ticket.

    Zendesk Classic: Click Next in the upper-right corner of the ticket.
    The next ticket in the current view opens, even if another agent is currently viewing it. If another agent is viewing the ticket, you will see the agent collision notification.
    Note: If you click the Next ticket arrow after clicking Play to view tickets in a view, then the behavior is different. In that case, the Next ticket arrow serves the next ticket that is not being viewed by another agent (see Viewing the tickets in a view). In other words, if you are in Play mode, the Next ticket arrow shows you the next available ticket.

To automatically go to the next ticket in the view when you submit a ticket

  • From a ticket, click the arrow on the Submit button and select Go to next ticket.

    Note: This option is only available in the new version of Zendesk. It is not available in Zendesk Classic.

    You do not have to select this option eeach time you submit a ticket. Once selected, the next ticket in the view will always open when you submit a ticket update. You can clear this option if you prefer open the current view after you submit a ticket.

Collapsing and expanding your list of views

You can collapse your list of views on the Views page. When collapsed, the views list will auto-show when you mouse over it, and auto-hide when you mouse away from it.

You can expand the views list and lock it at any time.

To collapse the views list and set it to auto-show

  • Click the arrow at the top of the views list.

    Your list of views collapses. The see the list, mouse over the collapsed views list and it will auto-show. When you mouse away from the views list, it will auto-hide.

To expand the views list and lock it
  • Mouse over the collapsed views list to auto-show the list, then click the arrow at the top of the views list to lock it in place.

    The views list is locked in the expanded position.

Working through the tickets in a view

When you're looking at a view, you can select an option to go through the tickets in the view. This option opens the first ticket in the view that is not currently being viewed by another user. Then you can use the Next ticket arrow to click through the available tickets in the view.

For example, consider you are looking at the Unassigned tickets view and you click Play. You see ticket #1 in the Unassigned tickets view, and, meanwhile, another agent is looking at ticket #2 in the Unassigned tickets view. You decide you are unable to take (assign it to yourself) ticket #1, so you want to go to another ticket in that view. From ticket #1 you can go to the next available ticket in the Unassigned tickets view. In this case you will go to ticket #3 in the Unassigned tickets view because another agent is viewing ticket #2.

Note: This option is only available in the new version of Zendesk. It is not available in Zendesk Classic.
To work through the tickets in a view
  1. Click the Views icon () in the sidebar, then select a view.
  2. Click the Play button in the upper-right corner of a view.

  3. The first ticket in the view that is not currently being viewed by another user opens.
  4. Click the Next ticket arrow in upper-right corner of the ticket to go to the next ticket in the view that is not currently being viewed by another user.
    Note: If you are not in Play mode, then the behavior of the Next ticket arrow is different. In that case, if you click the Next ticket arrow from a ticket, you see the next ticket in the current view, regardless of whether another agent is viewing (see Viewing the next ticket in a view).

Tracking your recently viewed tickets

You can see the last five tickets that you viewed by hovering over the +add tab in the top toolbar.

Zendesk Classic: To view recent tickets, select Recent from the menu bar.
Note: The recently viewed tickets list disappears after 72 hours if there is no action taken on any of your tickets (including viewing and updating tickets).

Adding views

Agents can create their own (personal) views. Administrators can create personal views and shared views.

To add a view
  1. Click the Admin icon () in the sidebar, then select Views.
    Zendesk Classic: Select Manage > Views.
  2. If you're creating a personal view, select the Personal tab.
  3. Click Add view.
  4. Add the conditions to define this collection of tickets (see Building view condition statements below).
  5. You can test the conditions by selecting Preview match for the conditions above.
  6. Set the formatting options (see Setting formatting options below).
  7. Set the view's availability (see Setting a view's availability below).
  8. Click Create view.

Views can also be managed (edited, deactivated, and so on) in the Views page.

Building view condition statements

As with the other business rules, you select collections of tickets using conditions, operators, and values.

Table 1. View conditions
ConditionDescription
Ticket: Status

The ticket status values are:

New is the initial status of a newly created ticket (not assigned to an agent).

Open means that the ticket has been assigned to an agent.

Pending indicates that the requester has been asked for information and the ticket is therefore on hold until that information is received.

On-hold means that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. This status is optional and must be added to your Zendesk (see Adding the On-hold ticket status to your Zendesk in the Zendesk Administrator Guide).

Solved indicates that the customer’s issue has been resolved. Tickets remain solved until they are closed.

Closed means that the ticket has been locked and cannot be reopened or updated.

When selecting a status, you can use the field operators to specify a range of tickets based on their status. For example, a condition statement that returns only New, Open, and Pending tickets looks like this:

Status is less than Solved
Ticket: Form Your ticket forms are available as conditions. Select a specific form.

See Creating ticket forms to support multiple request types (Enterprise).

Ticket: Type

The ticket type values are:

Question

Incident is used to indicate that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket.

Problem is a support issue that needs to be resolved.

Task is used by the support agents to track various tasks.
Ticket: Priority

There are four values for priority: Low, Normal, High, and Urgent.

As with status, you can use the field operators to select tickets that span different priority settings. For example, this statement returns all tickets that are not urgent:

Priority is less than Urgent
Ticket: Group The group values are:

(—) indicates that no group is assigned to the ticket.

(current user's groups) is all the groups to which the agent who is updating the ticket belongs.

(assigned group) is the group that is assigned to the ticket.

Group name is the actual name of the group that is assigned to the ticket.

Ticket: Assignee

The assignee values are:

(current user) is the last person to have updated the ticket, which is not necessarily the same person who is assigned to the ticket. The current user (whoever updated the ticket last) changes whenever the ticket is updated. And an update may have been made by the assignee, the requester, or someone who was CC'd on the ticket.

(requester) is the ticket requester. You can select this option to return tickets that were opened by and then assigned to the same agent, for example.

(assignee) is the person who is assigned to the ticket.

Agent name is the actual name of the person assigned to the ticket.
Ticket: Requester

The requester values are:

(current user) is the last person to have updated the ticket.

(requester) is the ticket requester.

(assignee) is the person assigned to the ticket. The condition statement ‘Requester is Assignee’ is true if the requester is also the person assigned to the ticket. This is possible if an agent created a ticket and was then assigned to it.

Agent name is the actual name of the agent.
Ticket: Organization

The organization values are:

(—) is used to indicate that no organization has been added to the ticket.

Organization name is the name of an organization.
Ticket: Tags

You use this condition to determine if tickets contain a specific tag or tags. You can include or exclude tags in the condition statement by using the operators Contains at least one of the following or Contains none of the following. More than one tag can be entered. They must be separated with a space.

Ticket: Description The description is the first comment in the ticket.
Ticket: Channel

The ticket channel is where and how the ticket was created and can be any of the following:

  • Web form

  • Email

  • Chat

  • Twitter

  • Twitter DM (direct message)

  • Twitter Favorite

  • Voicemail

  • Phone call (incoming)

  • Get Satisfaction

  • Feedback Tab

  • Web service (API)

  • Trigger or automation

  • Forum topic

  • Closed ticket

  • Ticket sharing

Ticket: Received at This condition checks the email address from which the ticket was received. The ticket can be received from a Zendesk email domain such as sales@mondocam.zendesk.com, or from an external email domain such as support@acmejetengines.com. The external email domain must be set up as described in Using an external email domain or the condition won't work.
Ticket: Satisfaction This condition returns the following customer satisfaction rating values:
  • Unoffered means that the survey has not previously been sent
  • Offered means that the survey has already been sent
  • Bad means that the ticket has received a negative rating
  • Good means that the ticket has received a positive rating
Hours since... This condition allows you to select tickets based on the hours that have passed since the ticket was updated in the following ways:
  • Hours since created
  • Hours since opened
  • Hours since pending
  • Hours since on-hold
  • Hours since solved
  • Hours since closed
  • Hours since assigned
  • Hours since update
  • Hours since requester update
  • Hours since assignee update
  • Hours since due date (for tickets with the type set to Task)
  • Hours until due date (for tickets with the type set to Task)
Ticket: Custom fields Custom fields that set tags (drop-down list and checkbox) are available as conditions. You can select the drop-down list values and Yes or No for checkboxes.
Requester: Language Returns the language preference of the person who submitted the request.

Setting formatting options

You can decide what ticket data you want displayed in a view, how the tickets are grouped and ordered, and how many tickets are shown per page. Theres is a List style view and a Table style view. The List view, however, is not available in the new version of Zendesk (it's only available in Zendesk Classic). The Table view offers more formatting options and greater customization.

To select the ticket data you want included in the view
  1. Select the Table formatting option.
  2. Drag the table columns you want to include and drop them into Columns included in table.

    You can add up to nine columns. Status is always included in the table; you do not have to manually add it.

    Zendesk Classic: You can add up to nine columns. Status is not automatically included. You can manually add Status as one of your nine columns if you want to include it in the table.

To set the order of a view
  • Select the ticket data field you want used as the default data to order the tickets in the view. You can select Ascending or Descending.

To set the grouping of tickets in a view
  • Select the ticket data field you want to group the tickets in the view. You can select Ascending or Descending.

To set the number of tickets per page (Zendesk Classic only)
  • You can select either 15 or 30 tickets to display per page in Zendesk Classic. This setting has no affect in the agent interface in new Zendesk.

Setting the view's availability (administrators only)

When an administrator creates a view, they have the option of setting who can access the view. There are two types of shared views: all agents and only those agents in a specific group. Like agents, administrators can create personal views as well. When creating or editing a view, an administrator sets access to the view with one of the following options:

Editing and cloning views

You can edit and clone views. Cloning a view creates a copy that you can modify and use for some other purpose.

To edit a view
  1. Click the Views icon () in the sidebar, then select a view.
  2. Click the down arrow next to the title of the view.

  3. Click Edit. The View edit page is displayed and you can modify the view as needed.
To edit a view (Zendesk Classic)
  1. Select Manage > Views.
  2. If you're editing a personal view, select the Personal tab.
  3. Locate the view you want to edit and select Edit.
  4. Modify the title and conditions as needed.
  5. Select Update, then click Submit.
    Zendesk Classic: Click Update View.
To clone a view
  1. Click the Views icon () in the sidebar, then select a view.
  2. Click the down arrow next to the title of the view.

  3. Click Clone. A copy of the view is displayed in the View edit page and you can modify the cloned view as needed.
To clone a view (Zendesk Classic)
  1. Select Manage > Views.
  2. If you're cloning a personal view, select the Personal tab.
  3. Locate the view you want to clone and select Clone. This command appears when you move your mouse over the view in the list of views.
  4. Enter a new name for your view and modify the conditions as needed.
  5. Click Create View.

Sharing views

You can share a permanent link to a view in emails or web pages. Normal access permissions apply to the users who click the link. See Setting the view's availability. Agents can only share personal views.

To share a link to a view

  1. Select Manage > Views.
  2. If you're sharing a personal view, select the Personal tab.
  3. Locate the view you want to share and select Edit.
  4. Copy the permanent link in the upper-right side and use it in an email or a web page.

Reordering views

If you want certain views you use frequently to appear higher on the list, you can adjust the list order. Agents can reorder only personal views, while administrators can reorder both shared and personal views.

To reorder your views

  1. Click the Admin icon () in the sidebar, then select Views.
  2. Select the Shared or Personal tab, depending on which type of views you want to reorder.
  3. Click Reorder at the bottom of the list of active views. The list of views appears in draggable boxes.
  4. Click and drag the names of views to adjust the order.
  5. Click Done to save.

Deleting and deactivating views

If you decide that you no longer need a view you can either delete it or deactivate it. Deleting it of course means that it's gone and can't be retrieved. You can instead deactivate views. Deactivated views are listed in a separate table on the Views page and can be reactivated if needed.

To delete a view
  1. Click the Admin icon () in the sidebar, then select Views.
    Zendesk Classic: Select Manage > Views.
  2. If you're deleting a personal view, select the Personal tab.
  3. Locate the view you want to delete and select Edit.
  4. Click Delete.
To deactivate/activate a view
  1. Click the Admin icon () in the sidebar, then select Views.
    Zendesk Classic: Select Manage > Views.
  2. If you're deactivating a personal view, select the Personal tab.
  3. Locate the view you want to deactivate and select Deactivate. This command appears when you move your mouse over the view in the list of views.
  4. Click OK to confirm that you want to deactivate the view. The view is deactivated and displayed in the list of inactive views.
  5. To reactivate the view, select it from the list of inactive views and select Activate.

Exporting a view to a CSV file

You can export a view to a comma separated values (CSV) file. The CSV file will contain an entry for each ticket and all its associated ticket information in the view.
Note: Because of the processing involved in generating a CSV file of your view, we limit export requests to one view every 10 minutes.
To export a view to a CSV file
  1. Click the Views icon () in the sidebar, then select a view.
  2. Click the down arrow next to the title of the view.

  3. Click Export as CSV.

    You will receive an email notification (sent to your primary email account in your user profile) that contains a download link for your CSV file.

To export a view to a CSV file (Zendesk Classic)
  1. Select a view by clicking Views in the menu bar.
  2. Click the title of the view you want to export to CSV.
  3. Click the CSV link in the upper-right corner of the view.

    The CSV file opens.

 

Comments

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Anton de Young
Zendesk

FYI: The condition 'Ticket Source' was renamed to 'Ticket Channel'. This article was updated to reflect that. 

June 15, 2011 16:48
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Benjamin

Thanks Anton!

I really like the Ticket Views Widget because I am looking for a multi-view display on one page.

I'm wondering if there is a way to expand this widget to show the tickets too?

Or possibly a page that has multiple views on it? I mean "All unsolved tickets" & "All unassigned tickets" on the same page?

November 01, 2011 18:36
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Jill Kaselitz
Zendesk

@Benjamin While the 'Ticket Views' widget currently only shows you the number of tickets in each view, the default 'Unassigned Tickets' view will display tickets that are both unassigned and unsolved. Is that what you had in mind? If not, could you clarify what you mean by a page with multiple views on it? If you select the 'more' link from your 'Views' drop-down menu, you will see all of your views on the same page. 

November 02, 2011 10:22
User photo
Benjamin

Hi Jill! I have attached the end goal, I made it with photo editing software.

When I select(Image) my drop down 'Views' tab, there is no 'More' link. The link is not in the 'Inactive Views' list either. Am I looking in the wrong place?

November 02, 2011 14:48
User photo
Jill Kaselitz
Zendesk

@Benjamin Thanks for sending the screenshot. Since you only have 3 active views, the 'more' link is not appearing in your 'Views' drop-down. Once you have more than 13 active views, the 'more' link will appear in your drop-down so that you can access your other views that are not displayed. If you still have questions about how your views appear, please let us know and we'll create a ticket on your behalf - you can also email us at support@zendesk.com.

November 04, 2011 09:41
User photo
Benjamin

Sorry, I should clarify my request. I posted my end goal, not an actual screenshot.

Maybe a change of terms would help, I am trying to put multiple 'views'(tables or lists) consolidated on to one page.

The following images should help. Screenshot is what I have and Goal is of course my goal. Has no one requested this before?

Thank you for your patience Jill.

November 04, 2011 14:42
User photo
Joy Carletti
Zendesk

Hi Benjamin,

We don't currently have ability to display multiple views on one page.  The reasoning for this is that views can grow to have 15-30 tickets per page, and putting multiple views on one page would make them difficult to view.  You may want to consider creating custom views that allow you to see the types of tickets that you'd like to see in one view.  (For example, a view that showed all the tickets from two groups, or a view that showed tickets in new, open, and pending statuses.)

feel free to reach out to us at support@zendesk.com if you have specific questions about building views. 

November 04, 2011 15:31
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Nicolaj Schweitz
danms

I was looking for some of this information in the Glossary.
More specifically the table describing the details about some of the basic stuff like the values in Status, Type, etc.

November 29, 2011 01:02
User photo
Jill Kaselitz
Zendesk

Hi Nicolaj,

If you still need assistance with the values that are available to you in custom views, please send us an email to support@zendesk.com. We'll gladly look into this for you.

November 30, 2011 08:56
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Danilo Tuler

I need to create a view to list all the tickets with a not null particular custom field. Is this possible?

February 07, 2012 06:41
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Jerryk

I have added a Custom Field to my tickets, it is a text box which we use to place the JIRA Bug # if there is one.  I would like to create a view using that field as a condition, but does not let me choose.  How can I get that field as one of my conditons??

March 21, 2012 07:02
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Cesar Lopez
mindtouch

Hi:

Is it possible to create a view with the condition "Requester is {USER_ID}", that then I can query using the API /rules/{RULE_ID} and be able to pass the {USER_ID} which could be a user's email address or user id?

Cheers

 

May 24, 2012 15:20
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Mauricio dos Santos Lopes

how to export a view in Lotus Zendesk?

June 24, 2012 15:23
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Martin Lögdberg

Hi,

I wonder if it possible to create shared views and make them available to regular users?
Under the heading "Set the view's availability" it seems like this custom views only can be shared with agents. Why is that?

 

June 28, 2012 07:27
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Anton de Young
Zendesk

To answer JerryK's question: No, it's not currently possible create a view from a custom text field. You can only do that with drop-down lists and checkboxes. This is a current feature request. 

June 28, 2012 09:46
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Anton de Young
Zendesk

Mauricio, saving a view as a CSV file is not currently supported in the Lotus agent interface. 

June 28, 2012 09:46
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Anton de Young
Zendesk

Martin, views are only available to help desk staff: admins and agents. Views aren't available for end-users, if that's what you're asking. 

June 28, 2012 09:49
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Raoul Duke
helpde

Hi,

Is it possible to have view that provides resolution time?

July 25, 2012 06:12
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Josiah Rooney

I was wondering how to change my views to a particular set without being forced to use the shared views? I am an admin.

The only solution I can think of is to require my other admins to create their own views and have no shared views, but I want to try to avoid this.

October 10, 2012 15:56
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Justin Seymour
Zendesk

Hey Josiah: 

If you've got a lot of shared views, you don't want to change that setting, as your other agents would lose access. I'd recommend recreating those views as personal views. Keep in mind that even if your other agents created personal views as well, they could create the view with the exact conditions, and you'd all be looking at the same tickets. 

October 15, 2012 08:16
User photo
Josiah Rooney

Hey Justin,

Thanks for replying. I guess what I'm asking is how do I only use my private views and not the shared views? I like simplicity. I have about 4 or 5 views that I use. Meanwhile there are about 10 views overall that are shared. Is there any way of sort of disabling a shared view only for the current user?

Thanks

October 15, 2012 08:30
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Justin Seymour
Zendesk

You could use the Agents in Group setting to change availability. This would prevent the views from showing up in that drop down list unless you were in the group. Unfortunately, there's really no way to selectively disable the shared views per user. 

October 15, 2012 11:52
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Corné van Willigen
hificorner

Is there a maximum of views? i add 6 extra's but i can't see them all.

November 18, 2012 12:46
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Justin Seymour
Zendesk

You might need to rearrange your views! You can definitely see more than 6. The first 12 of your shared views and 8 of your personal views appear in the list. If you have more views, the rest of your views can be quickly accessed by clicking the More link at the bottom of the list. You can set the order of the views by reordering the views.

November 19, 2012 06:39
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Tenley Baldwin

I'm getting duplicate Views each time a make a new one. If I try to delete one via the new delete option on the drop down menu I get an error and the ZenDesk green screen. Anyone else having this issue?

December 10, 2012 09:44
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Jennifer Rowe
Zendesk

Hi Tenley, I haven't heard of that issue. You might want to submit a ticket to support@zendesk.com so someone from our Support team can help you.

December 10, 2012 09:59
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Петр Шарапов

what view I shall create to see tickets transferred by other agents to me? 

 

for example, End-User_X created email ticket which has been originally assigned to Agent_A. Agent_A commented on the ticket and transferred to Agent_B, which already had 10+ open tickets. The question is which view to create so that ticket from End-User_X will not get lost among 10+ tickets already assigned to Agent_B. 

 

In general - in what view I can sort out tickets which have been either recently updated by either End-Users or Agents? 

December 18, 2012 01:56
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Tenley Baldwin

You can sort any view by Latest Update in general, or choose latest update by agent/by end user.

December 18, 2012 05:05
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Петр Шарапов

Tenley, thank you. The main problem with your suggestion is that agent need to think every time and search for tickets which have been updated by other agents.

 

I'm attaching a screenshot which demonstrates the issue - on top you have a section with tickets updated by end-users. this is ok for me since they are visually distinguished from all other tickets. under them you have a list of tickets updated by agent, not specifying either they have been updated by current agent, or transferred internally from other agents with request to action. 

In Mojo (a product which we are using now) all tickets either updated by end_users or other agents & transferred to current agent go into one same list making life easier to address them fast without any additional search or filtration. 

December 18, 2012 08:32
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Justin Seymour
Zendesk

The updated by filter is probably your best bet here, but it won't show you which specific agent updated the ticket. You can always add tags into your workflow and build views based on the updater and the tag. If agent J updated the ticket, he'd apply a specific tag to the ticket before transferring it. The other agents could then share a view to see which tickets were updated by that agent. 

December 18, 2012 10:14
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Петр Шарапов

Justin, I'm bit surprised that we need to code some sort of a script which will add/remove tags in order to keep track of transferred tickets. Do you have examples how your other clients address it?

otherwise I will have to say that your smaller competitor offer much straight forward approach. 

December 18, 2012 12:16
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Justin Seymour
Zendesk

I didn't say anything about a script! Tagging is built in to Zendesk. You can manually add tags to the ticket when you're working on them, or you can have your triggers add tags for you. First, make sure tags on tickets are enabled from Settings > Tickets. 

If agent Andrew simply added his name as a tag to the ticket when he was working on it, or transferring it to another agent, all you'd need to do is update your view to look for his tag. Or you could create a separate view to manage tickets that Andrew is associated with. Additionally, you can use the Assignee is condition in the view to filter tickets assigned to those specific agents. 

https://support.zendesk.com/entries/20011393-using-tags
https://support.zendesk.com/entries/20201222-adding-tags-to-users-a... 
https://support.zendesk.com/entries/276290-build-custom-workflows-w... 

December 18, 2012 13:21
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Петр Шарапов

Justing, I still don't understand how to create a group of tickets which were updated by agents & end_users. After few attempts I've ended up with list of tickets, which need to be sorted out manually by current_agent to figure out which need to be address due to end_user or other_agent request. In Mojo there is just one list on what the current_agent has to focus right now. After two days playing with Zendesk can't created anything similar.

this is the only reason why we are not migrating to Zendesk so far. 

December 18, 2012 13:28
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Justin Seymour
Zendesk

Hey Peter: 

I'm going to create a ticket for you with your last comment to discuss further. I'd like to walk you through some setup instructions and try to better understand what you'd like to accomplish. Stand-by for an email! 

December 19, 2012 12:10
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Cheryl Wetherington
viewpath

"When viewing tickets in a view, positioning your mouse over a ticket title displays essential data about it..." I love this, and use it all the time. However, it would be really helpful if the internal comments were displayed with the same yellow background they have inside the ticket. Right now (at least in Lotus desk) all comments internal and public are displayed with the white background, meaning you have to open the ticket to see if it's public or private. Sometimes it's obvious it's private, more often for us, it's not obvious. 

January 13, 2013 11:55
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Justin Seymour
Zendesk

Excellent point, Cheryl! Thanks for the feedback! 

January 14, 2013 07:11
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Rene Brunt
Van Meijel Group BV

Is there a way to make a view your favorite?

So it is possible to start zendesk with your favorite view? e.g. by 'attaching' to the icon bar?

Now I have to look up and start a view every time again. It would be very helpfull if an agent could start zendesk with his personal favorite

January 29, 2013 00:33
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Tenley Baldwin

I just have my browser set so one of the pages which loads on start up is the View I use most. I have a couple of other ones as shortcuts in the Bookmarks Toolbar.

January 29, 2013 05:05
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Rene Brunt
Van Meijel Group BV

That, ofcourse is simple solution :-)

 

Thanks!

January 29, 2013 05:35
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Mike Ryan
folderwave

So, is there no way to create subsets of Views, similar to Macros (and use of "::")? Is it on the roadmap? Seems like a good request?

February 05, 2013 13:18
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Justin Seymour
Zendesk

Views can't be nested like macros at the moment, Mike. It is currently not on the roadmap to my knowledge, though I've seen a few feature requests pop up. 

February 06, 2013 05:40
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Tenley Baldwin

I'd like to see this as well. We have so many views, they don't all fit on the drop down. Categorizing them would be nice as well.

February 06, 2013 05:54
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Mike Ryan
folderwave

Ok. Thanks. That blows. ;)

February 06, 2013 07:46
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Jennifer Rowe
Zendesk

Hey Mike and Tenley, Thanks for your comments. I've seen this request before too. You should definitely add a +1 and vote for it in our feature request forum, if you haven't already!

Check out Organize views -- Nest view and this one (with more momentum!) Categorize views

February 06, 2013 09:07
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Heidi Misch
area101

I did not see an answer to the question "I need to create a view to list all the tickets with a not null particular custom field. Is this possible?" Example. I'd like to see all the tickets where an organization is not set. I thought I had it working with a condition that organization is <blank> (ie didn't fill anything in). but it's still showing lots of tickets where the organization has been assigned.

February 07, 2013 09:24
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Justin Seymour
Zendesk

Hey Heidi: 

Try adding the option under Meet any of the following conditions. Leave the Organization field set to "--". You can preview matches before creating the view. 

February 10, 2013 05:47
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Anne Sexton
chapteritsupport

Is there a way to order personal views above the shared views?

March 07, 2013 13:02
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Brandon K.
Zendesk

@Anne: Unfortunately not. You can reorder your global views and personal views how you want, but the personal views will always be located below the global ones. You can have a maximum of 12 global views and 8 personal views displayed at any time.

March 07, 2013 14:01
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Kevin Lewis
centraldesktop

Is there a reason that exporting to CSV is not supported in the new Zendesk?  This is quite handy for reporting issues to our Engineers 

March 08, 2013 09:42
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Brandon K.
Zendesk

@Kevin: Our developers are working on bringing this functionality to the new interface, so I guess the reason its not supported is because we have not created to code for it yet. We do plan on bringing full feature parity to the new interface soon, but in the meantime, I have a workaround you can use to download a csv of your views in lotus. When you are looking at a specific view the url will have a format, for example: subdomain.zendesk.com/agent/#/filters/25210418 Your view number will be different, but the format is the same. If you change /agent/#/filters/ to /rules/ and add .csv to the end, for example: subdomain.zendesk.com/rules/25210418.csv you will be able download the view as a csv.

I hope this workaround works for you, we should have a simpler way to do this soon.

March 08, 2013 11:37
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Tetris Kiki

Are there any plans to add a 

has_attachment:true
has_screencast:true 

type filter to Views, or even Macros?

Very often the tickets which contain attachments or screencasts are most valuable and can be prioritized if sortable in a View or via a Macro (add tag) function.

March 19, 2013 14:16
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Kent Turansky

How do I reorder my personal list?  For example 'List abc' I want to be under 'List xyz'.

March 26, 2013 13:13
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Cheryl Wetherington
viewpath

Hi Kent, 

 

Third section from the bottom (it's way down there!) called Reordering views. If you're an Admin, you'll have the option to reorder Shared or Personal. If you're not an Admin, it will just show Personal. At the bottom of your list of views is the word "Reorder". Click that, and then you can drag/drop the views into your order preference. Don't forget to click save. On my screen, I have to scroll to the right to see the word save. 

March 26, 2013 16:01
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Kent Turansky

Oh my goodness.  I can't believe I asked that question.  Going to get my eyes checked now.

Thanks

March 26, 2013 16:56
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Cheryl Wetherington
viewpath

Ha! I like questions like that. :)

March 26, 2013 17:04
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Michael Armstrong
nordicwi

Could you use views to show you when someone has created multiple tickets with the same tags in order to solve the issue completely so that it doesn't continue? For example John's computer keeps having an IP Conflict every once in a while and he sends in a ticket to our helpdesk email linked to Zendesk. Since we keep just releasing and renewing his IP instead of looking deeper into things, not knowing that it's a recurring issue, the problem isn't ever truly being fixed. Could Zendesk notify us once any one requester has created a defined number of tickets, say 3 or more, with the same tag? This way we could take notice of this recurring problems.

 

thanks

April 01, 2013 09:33
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Linda Bloomfield

Hi Zendesk,

I am trying to set up separate views or folders for different tickets, that will automatically take incoming tickets from different places. For example, we use Amazon and eBay, and ideally we'd like each of those to go to different folders, as well as social media, so our main view is less cluttered and we can deal with things in batches. Is this possible?

Thanks so much! 

April 02, 2013 05:48
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Anna Tsoy
Zendesk

Hi Michael- 

I am afraid there isn't an inborn function for notifying you once a user has created a set number of tickets. You can, however use business rules and tags to build a view of tickets that use a certain tag, for ex. ip_issues. Next create a View of tickets containing this tag and Group it by Requester. If requesters have multiple tickets containing the same tag (presumably the same issue), you will be able to spot that from this view.

April 04, 2013 15:37
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Linda Bloomfield

Is there a way to reorder the tickets once they're assigned? We've been testing zendesk and some feedback from agents that we've had has been that they'd like the tickets they've marked as high priority to be at the top of their list, then followed by the rest in date/time order as they would be anyway. I've searched the forums but can't find anything on this - is it possible? Thanks so much.

April 05, 2013 01:16
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Anton de Young
Zendesk

Linda, 

You can sort a view by clicking a column heading - for example Priority. You can also edit a view and set a default sorting order, as shown above. 

April 05, 2013 08:29
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Tal Admon
qualisystemscom

@justin,

"I need to create a view to list all the tickets with a not null particular custom field. Is this possible?"

My problem is that my field is a custom field.

I don't get the option to select the null (-) option (MyField is -) in the "Meet all of the following conditions:" section

April 24, 2013 01:37
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Brandon K.
Zendesk

Hey Tal,

The way that our internal system is set up, searching for a negative is much more taxing that searching for multiple positives. Because of this, we do not allow you to look for a null value in views for custom ticket fields. You can, however, search for the tags that are associated with each of the custom ticket field options. If you use the condition 'Tags Contains at least one of the following' and have the custom field open in another tab it shouldn't be too hard to enter the tags in this condition. Also, be sure to remember to update these triggers when you add options to the custom field in the future as it will not automatically update with the field. I'm very sorry for the extra work that this will cause for you, but the end result should be the same for you once it is done.

April 24, 2013 12:46
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Jennifer
craftsy

Hi Brandon - I like your workaround "When you are looking at a specific view the url will have a format, for example: subdomain.zendesk.com/agent/#/filters/25210418 Your view number will be different, but the format is the same. If you change /agent/#/filters/ to /rules/ and add .csv to the end, for example: subdomain.zendesk.com/rules/25210418.csv you will be able download the view as a csv."

The only problem I have with this, is that the actual body of the ticket is not collected in the CSV. This is really what I'm looking to gather so I can provide feedback from all tickets marked with the same issue to other departments. I know I can give them direct link to the view, but they are more likely to read the feedback if it's presented in a direct email. Is there a way to do this?

May 02, 2013 15:36
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Josh Smith
Bandwidth / Republic Wireless

Any workaround for list views in the new version of Zendesk?  I'm trying to use Zapier to connect Zendesk tickets to Trello cards, but Zapier requires the views to be in lists for the service to work properly.

May 09, 2013 11:12
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Brandon K.
Zendesk

@Jennifer: If you do a Full XML export by going to Manage > Reporting > Export you will be able to get the body of your tickets. This will, however, contain every ticket in your account, and there is no easy way to narrow it down before exporting. A better way would probably to make an API call from the view. This would require developer resources, but if you have them on hand it should be fairly simple to get going. You can find documentation on our API here: http://developer.zendesk.com/documentation/rest_api/tickets.html#ge...

@Josh: I checked with a PM and it looks like there are no plans to introduce list view into the new Zendesk interface. I'm very sorry about this, I do not believe there are any workarounds for this.

May 09, 2013 14:19
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Lorin Rivers
swimtopia

Hey there are tons of bogus comment characters in this post. See attachment…

May 16, 2013 10:12
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Brandon K.
Zendesk

Hey Lorin,

Thank you for your concern about this issue. It is a bug that we are currently working on fixing but we have to wait for some development resources to open up for this fix. Sometimes when a comment is added to our articles, the html becomes exposed. Hopefully we should have it fixed soon!

May 16, 2013 10:35
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Zoltán Gergő Kiss

Hello Guys,

I got a grouped view. By mistake, I clicked on the subject field in the header, and it got organized by subject. 
I can not revert it back to have the original "Grouped by statuses" view.
could you help how to do it?
May 28, 2013 05:58
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Brandon K.
Zendesk

Hey Zoltan,

Refreshing your browser should revert your view back to its original set up. If somehow a setting was changed, if you go to Admin > Manage > Views and edit the view in question. You can then choose how that view is grouped by going to the 'Group by' field under the 'Formatting options' section.

May 31, 2013 17:23
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Anton de Young
Zendesk

Hello All, 

In case you missed the announcement last week, you can now export your views as CSV files in new Zendesk. See Exporting a view to a CSV file

above.

June 03, 2013 09:25
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Luis L.

Is it possible to set a personal view as the default on my dashboard (in the new Zendesk)? Everytime I go to the dashboard I have to find my personal view (way at the bottom) and click on it.

 

Thanks,

Luis

June 11, 2013 09:52
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Todd Zabel
Hearsay Social

@Luis - You might try favoriting the URL for that View in your browser. For example:

https://YOUR_DOMAIN.zendesk.com/agent/#/filters/FILTER_NUMBER

June 12, 2013 07:47
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Ricardo Alfaro
fame

My team and I are noticing that the number of tickets in each view is not accurate all the time. Some times is shows something like (~...) or (~10) and when you click on the view, it refreshes the number to what it really is, say (12) or (13). When a new ticket is added to that view it is inaccurate again unless you refresh the page or the particular view. Any reason it isn't updating more frequently? If it knows that the view has changed and it needs to change the value from what it was to (~...) then why can't it change it to what it should be based on the refreshed data?

Refreshing the page is very inefficient for our support teams as they rely on these views to prioritize their workflow. Not having an accurate total of tickets in each view requires them to constantly refresh them all (about 8-10) to be sure they did not miss anything new.

June 29, 2013 08:42
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Thomas Thut

I made a view that combines tickets from two groups. But not all agents are in both groups. Now, they only see the Tickets from the group that they are in. Is there a way to make them see the Tickets of the other group without having to assign them to the other group?

July 03, 2013 02:40
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Laura D.
Zendesk

@ Ricardo: Views in new Zendesk don't live update, they do need to be clicked to give you the exact number. I know that's not the ideal but here's a bit of background:

Showing a live ticket count for every view, no matter the size, across all instances of Zendesk is a pretty intense process for our system to keep up with. When a view shows the "~" in front of a number that means it's not a 100% accurate number, but that it's close. It's being rounded off and letting you know, visually, that the number is no longer accurate, it's not actually calculating that the number is 15 and showing you ~13, really, it's between calculations. View counts can change all the time - agents work on tickets, triggers and automations run, new tickets come in - and in a large view all that activity would likely mean the number that's displayed is changing very frequently, more than perhaps is useful. 

 

@Thomas: The only way for those agents to see the tickets that belong to the other group would be to change their access to "All tickets" instead of restricting it to only "tickets within agent's groups". You can do that by going to the agent's profile and looking for the area called "Access." Otherwise the only way to do this would be to add them to the other group. 

Keep in mind, if you're on Enterprise you may need to change the agent's Role, rather than their access. That can be done under Manage > People> Role. 

July 03, 2013 17:26
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Chris Motes
halfpenny

One way I've found to work around the "not null" option in views is to simply add a value in the field that indicates there is no value.  For example, if you have a dropdown that lists 5 client names, you would add an sixth that might say "None selected."  Then you can add a trigger that sets that field to "None selected" when a new ticket is created.  Most likely you already have a similar trigger you could add this to.

Then in your view you simply select all that are set to "None selected" to see a list of cases where your custom field has no real value.

July 09, 2013 08:18
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Chris Motes
halfpenny

Another cleaner way to do it avoids having to create another field value.  Your ticket created trigger, where you set all your various criteria can include the add/set of a tag that exists only when a field has no value.  Another trigger can remove that tag if the field is populated.  That way your view can include or exclude based on the existence of that tag.

July 09, 2013 11:14
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Jennifer Rowe
Zendesk

Thanks for the tip, Chris!

July 09, 2013 11:26
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Chris Motes
halfpenny

or an even cleaner way, considering I WAY overbuilt that last one.  have one trigger to assign a tag when your custom field is populated and another to remove the tag when it is not.  This would be in addition to any automatic tagging done for the actual field value to show what it currently is set to.

I personally have a field I set a tag for when any selection is made.  it sets two tags actually, one that basically says it's not null and one that says it was changed.  when the value is set back to null, the not null tag is removed, but he second stays to indicate the issue was escalated at one point.  its great for metrics.

July 09, 2013 11:51
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Emma Jellicoe
learningsource

Hola!  If I change the order of the global views, does that change the order for all other agents?  Or just me (ideal) :-)

August 01, 2013 18:35
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Laura D.
Zendesk

Hi Emma, 

If someone changes the order of a shared view (by using a heading at the top of the view or in Settings) the order will be changed for everyone who has access to that view. That might sound a little odd but those shared views are literally the same information being displayed to everyone by the application, there aren't unique versions for each person looking at the view. 

August 02, 2013 09:31
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Mark Mason
decisioned

Have views that show the information I want to see - but have not found how to control the timeframe.

For example, a view shows Solved Tickets with specific Ticket fields I want to see - but would like to see it for the week, the month, the year, etc.  

Have seen that on some screens ( view 7 days or month), want the same capability in a view I create.

August 07, 2013 10:53
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Laura D.
Zendesk

Hi Mark, 

When editing or creating view there are options to specify timeframes like "hours since pending" and "hours since solved" - to get to these click on the name of the view when you're looking at the view to get an edit option or go to Admin (gear icon) Manage > Views > then click "edit" next to the name of the view you want to change. 

Screen_Shot_2013-08-08_at_12.22.44_PM.png

Views are good for more recent tickets like this week or last week, if you want to to see tickets with a time frame as long as a year reporting is the best way to go. The integration you get with Plus for reporting is GoodData which lets you specify all kinds of time frames that potentially go over several years of data. Take a look at our Advanced Analytics Guide if you want to go this route. 

If neither of those options is quite what you mean, maybe you could post a screenshot of what you're looking for?

August 08, 2013 12:26
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Mark Mason
decisioned

Tried adding a condition for hours since solve < 5000 --- still got the same list of solved tickets.

What I am looking for is a way to export the data.  Not looking for advance Analytics - or dashboards.   Need the data for feeds into other systems.  

 

August 08, 2013 12:58
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Laura D.
Zendesk

Hi Mark, 

I don't think there are limits to the time you can enter but I've never tried something with that big of a range. If all you need is the data you can try going to Admin > Mange > Reports > Export and you'll have three choices: CSV (all tickets), or Full XML (users, tickets, forums etc.) or User XML. 

You also have the option of pulling ticket data with the API as well: http://developer.zendesk.com/documentation/rest_api/tickets.html

If you're still not seeing the information you need with one of these methods, I'd say give us a call and we can talk about other options. 

August 08, 2013 14:24
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Mark Mason
decisioned

I had tried the export CSV option - definitely got a much larger population of data.   Certainly has the columns we need, key being some custom ticket fields.

May still have some questions relative to the scope of data returned by the export.   Does it return everything since we started using ZenDesk forever?   Is it a moving time period?   If it does drop off old data, is that determined by age of Solve Date or age of Request date?   Understanding what timing of the collection of records could then enable us to "time" our exports such that we can insure we have a contiguous view of data.

thanks

August 08, 2013 14:52
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Michał Gonciarz

What's the difference between triggers and automations? I think they got exactly the same functionalities or am I missing something?

August 23, 2013 17:54
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Cheryl Wetherington
viewpath

@Michal -  Automations are similar to triggers (see Streamlining workflow with ticket updates and triggers) because both define conditions and actions that modify ticket properties and optionally send email notifications to customers and the support staff. Where they differ is that automations run when a time event occurs (from one hour to 28 days) after a ticket property was set or updated, rather than immediately after a ticket is created or updated. See more about automations here: https://support.zendesk.com/entries/20012032-Streamlining-workflow-...

August 23, 2013 18:16
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Kees Fransen
ited

Do you think it would be possible to add a condition that matches tickets that the current user is CC'd into? Having a view where our agents can see all tickets that they are CC'd would be great.

Cheers,

September 03, 2013 01:20
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Laura D.
Zendesk

Hi Kees, 

You can view tickets you're CC'd on by going to your agent profile. CLick on your picture icon at the top right of the agent window and you'll see a tab under your name with different categories - select the "ccs" one for tickets you're CC'd on. Beyond that there isn't a way to add this to a regular view, I'm sorry. I don't see this on the roadmap right now but I'll pass the feedback along to the Product team. Thanks! 

September 03, 2013 11:26
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Laura D.
Zendesk

@Mark

Sorry, didn't mean to skip you! The CSV export in the Reporting area will contain data from the day you started your Zendesk all the way to the day you do the export so no need to do incremental exports. 

September 05, 2013 09:58
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Jacinta Pooley
watchdog

HI,  the forum indicates  quote: " The first 12 of your shared views and 8 of your personal views appear in the list. If you have more views, the rest of your views can be quickly accessed by clicking the More link at the bottom of the list. You can set the order of the views by reordering the views.".  However with more than 12 views I cannot see any 'more'.  Am I holding my mouth wrong?  I've added screen shot to show the bottom of the 'views' list.  cheers.

September 11, 2013 20:11
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Laura D.
Zendesk

Hi Jacinta, 

The More button is under the SLA's - it's at the very bottom of the View list, which, if you have a full 12 shared, 8 personal, and several SLAs might mean scrolling is necessary. Sorry for the confusion!

September 12, 2013 09:10
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Jacinta Pooley
watchdog

Thanks Laura, appreciate your prompt response.  I did see that 'more' button, however I disregarded as it took me to the Admin Home menu so assumed I was on the wrong page...  The problem with this system of checking views is that they are actually not in your view.. so to speak.   My aim was to keep the views 'in your face' so my guys need only work through that screen/menu.  I'll reassess the need for so many views.  Cheers and thanks again.

September 12, 2013 15:22
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Laura D.
Zendesk

Happy to help! I agree it's not the easiest way to find views - I think our Product team is aware of the issue though I'm not sure if there are specific plans to change it yet. I'll pass the feedback along :) One work around would be to bookmark the URL for views you need to see frequently that you don't have room for in the View list. 

September 13, 2013 11:28
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David Jones

Hello, 

Is it possible to combine multiple channels into one view? I was looking combining certain ticket output with outputs from an email address to create one "support" view.

Thank you.

September 17, 2013 09:47
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Gábor Körtvélyessy
asprova

Can I create a view that shows me all the tickets that we have shared with another Zendesk? The opposite view can be achieved easily via the channels...

September 27, 2013 00:39
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Jacquie Hauth
pardot

Hey guys! Forgive me if this is already mentioned here, but I can't seem to find it.

Is it possible to schedule an export of a table view? We're trying to see a snapshot of how many open tickets are at given benchmarks throughout the week, so we can see trending information for workloads. It would be ideal if we could schedule recurring exports of a view at given times throughout the week. Is this possible?

Thanks in advance!

September 30, 2013 11:51
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Trisha Patel
Zendesk

Hi Jacquie,

Unfortunately were unable to schedule a export of a view int his way, however this would make an awesome feature request, you're more than welcome to post your idea here.

October 01, 2013 02:36
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Maiken O'Byrne
sonru

Are there any plans to be able to create a view that includes Text based Custom Fields where you can then use a "contains" filter? As the majority of our queries are raised by candidates applying to a company (our client) we get them to add some information as text. Using a drop down field would is not an option, as you could have 100s of items on that list. 

October 07, 2013 04:28