Forums/Documentation/Getting Started Guide

Working with views

Jennifer Rowe
posted this on April 04, 2012 09:35

In this lesson you'll learn how you can use views in your Zendesk to organize your tickets.

Views define a collection of tickets based on a set of criteria that convey various ticket states such as open and unassigned, pending (awaiting response from the requester), and unsolved. Zendesk provides some pre-defined, editable views. You can also customize your own.

Views are essential for managing the ticket workflow because they allow you to create meaningful groupings of tickets as they come in to your Zendesk and as they are managed through to resolution.

We'll start by editing one of the pre-defined Zendesk views to show which unsolved tickets are open (require our attention) and which are pending (require information from the customer). Then we'll deactivate some of the Zendesk views.

Selecting views

There are a pre-defined set of views for the essential day-to-day running of your Zendesk. These include:
  • My 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

You can use these views, along with any that you create, to manage and view your support tickets. To see all of your views, click the Views icon () in the sidebar.

Let's use a view to open an unsolved ticket.

To select the unsolved tickets view

  1. Click the Views icon () in the sidebar.

    The first 12 of your shared views and 8 of your personal views appear in the list. Administrators create shared views for all agents to use or for a specific group of agents. Agents create their own (personal) views.

  2. Click My unsolved ticketsfrom the list of views to see the tickets in that view.

    A list of all your unsolved tickets appears.

  3. Open the test ticket from Zendesk titled "Welcome to Zendesk."

    The ticket details appear.

That's it. You used a view to open a ticket!

Important If you only have one ticket in your My unsolved tickets view, go ahead and create another test ticket. You need more than one ticket in this view to complete the rest of the lesson. If you already have more than one ticket in this view, you're ready to continue!

Now let's edit one of the pre-defined Zendesk views to make it more useful to you.

Removing unused views

The pre-defined Zendesk views are based on customer service best practices. You can see the list of views when you click the Views icon () in the sidebar.

You don't have to use all of these views, if you don't want to. You can remove any unused views so they don't clutter your list of views. And you can always add views back to the list, as needed. When you remove a view, you don't actually delete the view; you deactivate it is so that it doesn't appear in the list.

Let's remove the two views that involve groups because you haven't set up groups yet.

To remove an unused view

  1. Click the Manage icon () in the sidebar, then select Views.
  2. Position your mouse over the New tickets in your groups view, then click the Deactivatelink that appears to the right. (You might have to scroll to the right to see the deactivate option.)

    The view moves to the Inactive views section at the bottom.

  3. Now position your mouse over the Unsolved tickets in your groups view, then click the Deactivatelink that appears to the right.

    At any time you can reactivate a view by clicking the Activate link to the right.

  4. When you are finished, click the Views icon () in the sidebar to see that the two views you deactivated have been removed from the list.

Let's keep the remaining views in the list:

  • My unsolved tickets
  • Unassigned tickets
  • All unsolved tickets
  • Recently updated tickets
  • Pending tickets
  • Recently solved tickets
Notice the Unassigned tickets view. All tickets in Zendesk must eventually be assigned to a support agent. But when new tickets come in, they are unassigned (unless you are the only agent in your Zendesk or you have set up rules to automatically assign tickets) and you can find them in the Unassigned tickets view. We'll discuss ticket assignment more in the next lesson.

Summary

In this lesson, you learned about using views to manage tickets in your Zendesk. You edited an existing view and you deactivated two views.

Next Lesson: Assigning tickets to agents

 

Comments

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Youssef Khelil

You have minor probelm with this.

Creating new fields to be used for new views. any fields created or existing at the Column table CANNOT be specifically moved to the new View under Creation and avoiding the rest of the fields left at the Fields columns.

This causing a lot of problems for me too. The problem is:

1- Whenever i want to create a NEW View cutomized view with a limited number of fields choosen from the Fields column

Will not appear at the created Ticket as expected. ALL other fields listed at the source Column Table are visible too.

This is a MUST , I cannot deactivate Fields I need the other fields to other views.. How can I do it when I have 3 or 4 new Views and each view needs its own customised and limited number of fields.

You ahve deactive field but not deactivate field for a specific view.

This for me a MAJOR problem.

IF there is a way to solve this in 'Attaching the choosen fields ONLY' to each new View than I will agree that is a good well working system.

I am hoping that any expert at your organisation can answer to that. I Think there is a lot of customers out there has a same wish.

Youusef KHELIL

youskhel15@yahoo.com

March 27, 2013 06:56
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Jennifer Rowe
Zendesk

Hi Youusef, one of our agents should have followed up with you in a ticket.

April 23, 2013 09:49
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Andrew Herman

Is there a way to move a custom View between Shared and Personal?

~Andrew

June 07, 2013 07:05
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Maria S.

Hi guys.

I am trying to create a view in which I can have a rule 'search by subject'. However,

the only thing close to it that I have found is 'description'  which searches the whole body of the

e-mail. 


Are there any plans to include a 'by subject' field in the rules ?

Thank you.

June 11, 2013 01:25
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Cheryl Wetherington
viewpath

@ Andrew - you could clone the View, change the setting to Shared (or Personal). Then delete the original view.

June 11, 2013 18:07
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Brandon K.
Zendesk

@Maria: Although you cannot search the subject line of tickets with the view condition 'description' you could search the subject line for words with a trigger. If you created a trigger with the conditions 'Ticket is Created' and 'Comment text contains... [word you want]' you could search the subject of incoming tickets for your desired key word. If you then add a tag to the ticket in the trigger actions, you will be able to create a view that searches for that tag and then displays the ticket. This will only work with new tickets once you set up the trigger, but give it a week and the view should be pretty reliable.

June 13, 2013 14:03
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Helle Buhl
maxmanus

I would very much like to have the opportunity to make sub views.

If you agree. Please LIKE this feature request:

https://support.zendesk.com/entries/23564757-Sub-view-

 

July 25, 2013 07:05
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Simon Knudsen

Is It possible to make a table column with customer e-mail address or export e-mail to CSV? 

August 12, 2013 09:23
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Laura D.
Zendesk

Hi Simon, 

There isn't a way to create a view that will show the email addresses of customers - it isn't one of the column options. If you're on the Plus or Enterprise plan you can do a full CSV export of all your tickets and an XML of all your users; that will give you the data but it would require sorting or filtering the users. Hopefully that helps!

August 12, 2013 12:25
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Laura D.
Zendesk

Hi Simon, 

There isn't a way to create a view that will show the email addresses of customers - it isn't one of the column options. If you're on the Plus or Enterprise plan you can do a full CSV export of all your tickets and an XML of all your users; that will give you the data but it would require sorting or filtering the users. Hopefully that helps!

August 12, 2013 12:25
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Jami Caruso
Uship

Not being able to search and create triggers and views by email subject is extremely limiting to my team. We are going to have to find an entirely new way of assigning and organizing tickets because of this limitation. Is there any plan to add this capability?

September 24, 2013 15:41
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Trisha Patel
Zendesk

Hi Jami,

You can build a view to search for a string of words, this can be the subject line too. However if the same string is in the description the view will populate this ticket too. You can use the following conditions:

Meet all of the following conditions:

Ticket status > Less than > Solved

Ticket Description > Contains the following string > Enter subject line. 

I hope this helps.  

September 25, 2013 04:27
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Sietse Remmers

I would like to make a customized view so I'm able to see tickets that are updated, but haven't got a response from one our agents in 24 hours. I set up an 'automatisering' to make a tag that says 24 hours. (Could you check if I've done it right? see attached file, sorry it's in Dutch)

However, even though I activated this ' automatisering' I can't see the tag being added to the tickets wich it'd concern. Therefore, my viewlist of tickets that aren't responded to in 24 hours, remains empty.

Could you help me out? 

 

February 12, 2014 04:49
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Adam Ramjane
huronlegal

i have about 20 or so views that ideally i need to see all at once, in the views main page is it possible to increase the number of views shown in the 'quick list' or is there a way i can setup a view to see all views?

February 27, 2014 03:52
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Laura D.
Zendesk

Hi Sietse, 

Sorry for the delay, were you able to sort this out? You can indeed do this with a tag that gets added by an automation. If it's still not working let me know and I can start a ticket for you, or please send details to support@zendesk.com.

 

Hi Adam, 

There's no way to increase the number of views present in the side panel - the limits are 12 shared views and 8 personal views. 

If you have more views that you need to see frequently you could bookmark the remaining ones or use the Sidebar icon app to add a link to the extra ones you need to see: http://www.zendesk.com/apps/sidebar-icon.

February 28, 2014 16:32
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Nick Bidiuk
techtorium47

Is there a way to disable an agent's ability to create Personal Views?

March 05, 2014 09:32
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Trisha Patel
Zendesk

Hey Nick - Unfortunately not, all agents have the ability to create personal views. Really sorry about that. 

March 06, 2014 03:31
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Tonmoy Ghosh
Integral

Is there a way to rearranged the views which are displayed in the 12 views.  We've created custom views, but some of our agents dont know that they have to click 'More' to find the other views.  

Id like to be able to rearranged the list of 12 views that all our agents see. 

April 02, 2014 15:39
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Emily
Zendesk

Hi Tonmoy, 

Yep! Go to Manage > Views and scroll down to the bottom of your list of active shared views. You'll see a 'reorder' button in the lower right. Click this button, then drag and drop the highlighted view boxes to reflect the order you'd like. Click 'Done' in the lower left when you're all set!

April 04, 2014 16:04
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Nina W.
commercegate1

Hi, 

Is there a plan to implement the condition Ticket:Subject so that we can create views that filter on the contest of the subject line? It seems like it should be very simple to add (it seems like it should already be there actually). If there are no plans to add it could we know the reason behind that as I´ve done extensive searching on the subject and there are lots of users who have requested it?

Thanks

April 10, 2014 07:19