Working with views

Tip: There's now an updated version of the Getting Started guide available. To learn more, see Organizing tickets and users.

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 Deactivate link 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 Deactivate link 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
Important: 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

Have more questions? Submit a request

Comments

  • Avatar
    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

  • Avatar
    Jennifer Rowe

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

  • Avatar
    Andrew Herman

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

    ~Andrew

  • Avatar
    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.

  • Avatar
    Cheryl Wetherington

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

  • Avatar
    Brandon K.

    @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.

  • Avatar
    Helle Buhl

    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-

     

  • Avatar
    Simon Knudsen

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

  • Avatar
    Laura D.

    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!

  • Avatar
    Laura D.

    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!

  • Avatar
    Jami Caruso

    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?

  • Avatar
    Trisha Patel

    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.  

  • Avatar
    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? 

     

  • Avatar
    Adam Ramjane

    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?

  • Avatar
    Laura D.

    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.

  • Avatar
    Nick Bidiuk

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

  • Avatar
    Trisha Patel

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

  • Avatar
    Tonmoy Ghosh

    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. 

  • Avatar
    Emily

    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!

  • Avatar
    Nina W.

    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

  • Avatar
    Laura D.

    Hi Nina, 

    Good question! I checked with our Product team and we don't have plans to add this. Adding a condition to check the subject line of tickets in views would require a significant amount of processing power. Whenever things like this come up we always try to balance functionality with stability and performance.

    One suggestion, if you add a trigger that includes the conditions "ticket is created" and "comment text contains" - that comment condition will search a ticket's subject when it first comes into Zendesk (this only works on ticket creation). If you set up this trigger you could have it tag matching tickets then base a view off that tag. In the end it's the same result, just a different way of getting there :) 

    Let me know if you have more questions!

  • Avatar
    Elycoy Palaboy

    Hi there,

    Hi there,

    Is it possible to view all tickets in a website or wordpress? 

     

  • Avatar
    Bethann Chadwick

    what does yellow tag indicate on requests in unsolved tickets view? Bottom right in view under Scott Heger.

  • Avatar
    Cheryl Wetherington

    Hi Bethann - that means that someone else is currently viewing the ticket. 

  • Avatar
    Sébastien Prioris

    Hi,

    Might have missed a similar comment but is it possible to hide views at the user level?

    We've created a bunch of views accessible to all agents but not all of the views are relevant to all these agents. Therefore, can an agent decide to hide specific views in order to only focus on the ones that matter most to her/him?

    If so, I'd love to hear how. 

    Thanks

    Sebastien

  • Avatar
    Cheryl Wetherington

    Hi Sebastien, 

    If your agents are classified into groups, you can restrict the views to that group of agents:

    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:

    https://support.zendesk.com/entries/20103667-Using-views-to-manage-ticket-workflow 

  • Avatar
    Sébastien Prioris

    Thanks Cheryl. I had seen the group option since I'm admin on our system, but I'm after something a bit more dynamic. 

    Indeed, most views are client-/project-specific and not many people work on those at any one time, possibly just one person, though who that person might be can vary from one week to the other based on who's on duty to look after a specific project/client. 

    Therefore, it seems quite contrived to restrict availability through the creation of many small groups. Instead, I was hoping an agent could simply either order the views most relevant to her/him at any particular time (in which case the less relevants would slide down and only be reachable by clicking More Views) or by selecting more explicitely which ones I want to be looking at. 

    At present, the left-side view menu is cluttered by many global views which are potentially very relevant to a manager and need to be shared with agents for quality control and yet are not the views these agents need to focus on 90% of the time, each agent having a different "top 5 views". 

    Are you aware of such a functionality  or maybe a feature request that I could vote for?

    Thanks

    Sebastien

     

  • Avatar
    Justin Graves

    Sebastien- Zendesk is beautiful and simple.  I think they keep it this way on purpose because it serves a wide audience very, very well.  That said, I know where you're coming from.  The longer I use Zendesk, the more views I want to use on a regular basis.  I'd encourage you to check out the Apps Marketplace to find a solution that fits your needs.

    For us, we don't need to filter views further by agents but just have more of them more quickly accessible.  I think we'll end up using Lovely Views.  You can check out the functionality it provides by installing their free app called Quickie Views.  It allows you to click a little icon in the upper right by your user photo and see a list of nested views.  It's glorious and as soon as I can convince management, we'll get the full size version (Lovely Views) which replaces the main views panel on the left.  Hope that helps.

     

    See attached for a screenshot of my Quickie Views.  The yellow circle at the top is where you click to show the quickie views.  It is always available since it is up top.  The red section shows the shared/group views (no nested views there yet).  The orange section is my Personal View.  Within that section the green box shows the un-nested views which I'm using the regular views panel. Below that you see many collapsed view groups and then in the purple box you see I expanded the "Closed" nesting of views.

     

    Happy Zendesking,

    Justin

  • Avatar
    Sébastien Prioris

    Hi Justin, 

    This is a great suggestion, much appreciated. I'll definitely be trying Quickie Views since collapsing the menus allows for a better management of the Views' real estate. 

    Let me know if there's a page where to support your effort to convince management to move towards Lovely Views or similar. 

    Cheers

    Sebastien

  • Avatar
    Sébastien Prioris

    Hi Justin, 

    Just installed and tested Quickie Views. I've configured it without a folder for personal views, which means I'm now down to a pop up menu where all the same views are available under a single folder.

    Additionally, I can't seem to be able to sort any of the views within the "folders" let alone create new folders. It seems to be completely chained to the Views configuration already set in Zendesk, ie groups/agents, but not on any other dimension I might chose like per Clients or the likes. 

    All in all, I only seem to enjoy the overlay functionality, ie pop-up menu accessible from anywhere, but this is only a minor ergonomics improvement in my opinion. Give power to the user since the current configuration is way too restrictive in terms of making the interface your own, which is key to both employee engagement and operational efficiency. 

    Last but not least, there is little information as to how things behave though I guess that it's fairly easy to infer once you know it only enables the existing Zendesk views and associated grouping in a slightly different environment. On that note, it doesn't look like Lovely Views deals with any of the points raised above; considering it's not free and there doesn't seem to be much documentation around, it's unlikely I'll be trying it out. 

    I can't help but be disappointed after hoping to see a folder hierarchy similar to Gmail. Now I'm down to playing with the App settings to optimise what can be optimised but would recommend the product guys in your team take a fresh look at the ergonomics of the Views sidebar to make it into a real power-bar that actually drives efficiency. 

    Let me know if there's a place in this forum where I can provide feedback to help the cause beyond the comments on this page since I'm convinced there's a big return-over-investment within reach. 

    Thanks again. 

    Sebastien

     

    I'll keep looking around...

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