Views are a way to organize your tickets by grouping them 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.
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 each of these scenarios.
This article covers the following topics:
About view types
Zendesk Support includes the following types of views:
-
Default views. There are a number of pre-defined views created when you open a Zendesk Support account. You can deactivate or edit most of these views; however, the Suspended tickets and Deleted tickets views cannot be edited or removed from your list of views.
Note: On Essential you have default views only. You cannot modify default views and you cannot create custom views.
-
Shared views. Administrators can create views that are available to all agents or to all agents in a specific group. The first 12 shared views are accessible in the Views list (
) .
-
Personal views. Agents can create views that available to themselves only. The first 8 personal views are accessible in the Views list (
).
Adding views
Agents can create views for their own personal use. For agents in custom roles, views permissions depend on their custom role setting. Administrators can create personal views, as well as shared views for use by multiple agents.
Community tip! Graeme shares real-world best practices for setting up and using views in this community tip, Views best practices.
- Click the Admin icon (
) in the sidebar, then select Manage > Views.
- Click Add view.
Alternatively, you can clone a view to create a new view based on an existing view (see Cloning a view). Agents in custom roles might not have the option to add a view, depending on their permissions setting.
- At the top of the page, enter a name for the view.
- Enter a Description for your view.
- Select an availability option to determine Who has access to the view:
- Any agent, available to all agents.
- Agents in specific groups (Team, Professional, and Enterprise only), available only to agents in the groups specified. You can enter one or more groups in this field. If you enter mulitple tags, hit Enter between each tag.
- Only you, available only to you as a personal view.
- Under Tickets must meet all of these conditions to appear in the view, add the conditions to define this collection of tickets (see Building view condition statements below).
You can also add conditions under Tickets can meet any of these conditions to appear in the view.
- Click Preview to test the conditions.
- Set the formatting options:
- Drag the view Columns into the order you want. Click Add column to add up to 10 columns.
Status is always shown in the view before the columns. You don't have to add it manually to the table. Multi-select fields are not supported in table columns.
- Under Group by, select the ticket data field you want to group the tickets in the view, then select Ascending or Descending.
- Under Order by, select the ticket data field you want to use as the default data to order the tickets in the view, then select Ascending or Descending.
- Drag the view Columns into the order you want. Click Add column to add up to 10 columns.
- When you are finished, click Save.
The view is created.
You can manage your view (edit, deactivate, and so on) on the individual view's page, accessed from the Views management page. See Managing your views.
Building view condition statements
As with the other business rules, you select collections of tickets using conditions, operators, and values.
You must have at least one of the following ticket properties in the Meet all of the following conditions section:
- Status
- Type
- Group
- Assignee
- Requester
Some conditions may not be available, depending on your plan.
Condition | Description |
---|---|
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 is used to indicate that the requester has been asked for information and the ticket is therefore on hold until that information has been 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 on-hold ticket status to your Zendesk). 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 Less Than and Greater Than to specify a range of tickets based on their status. New is the lowest value, with values increasing until you get to Closed status. For example, a condition statement that returns only New, Open, and Pending tickets looks like this: Status is less than Solved. |
Ticket: Form | Select the required ticket form.
For more information on ticket forms, see Creating ticket forms to support multiple request types. |
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 ticket group values are:
Group name is the actual name of the group that is assigned to the ticket. |
Ticket: Assignee |
The assignee values are:
Additional value for views:
|
Ticket: Requester |
The requester values are:
Additional value for views:
|
Ticket: Organization |
The organization values are:
|
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 added. Press Enter between each tag you add. |
Ticket: Description | The description is the first comment in the ticket. It does not include the text from the subject line of the ticket.
If you are using the Contains at least one of the following or Contains none of the following operators, the results will consider words containing part of the entered search terms. For example, using "none" for this condition will return (or exclude) ticket descriptions containing "nonetheless". |
Ticket: Channel |
The ticket channel is where and how the ticket was created. The contents of this list will differ depending on the channels you have active, and any integrations you are using. For more information about the channels you can configure, see About Zendesk Support channels. For a list of the available ticket channels, see How are ticket channels defined across Zendesk? |
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 Forwarding your incoming support email to Zendesk or the condition won't work. |
Ticket: Satisfaction | This condition returns the following customer satisfaction rating values:
|
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:
|
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. The following field types aren't available as view conditions: Text, Multi-line, Numeric, Decimal, Credit Card, Regex.
Note: Each custom checkbox field must have an associated tag. Otherwise, when you create or edit a view, it will not appear as an available condition.
|
Ticket sharing: Sent to | Checks whether a ticket was shared to another Zendesk Support account via a specific ticket sharing agreement |
Ticket sharing: Received from | Checks whether a ticket was shared from another Zendesk Support account via a specific ticket sharing agreement |
Cloning a view
You can clone an existing view to create a copy that you can modify and use for some other purpose. You can clone a view from the Views admin page or from the views list.
If using custom roles, agents will need to be permitted to add and edit personal, group, and global views (see Creating custom agent roles). Agents will receive an error message if not given the permission.
To clone a view from the Views admin page
- Click the Admin icon (
) in the sidebar, then select Manage > Views.
- Hover your mouse over the view you want to clone, then click the options menu (
) and select Clone view.
- Modify the title, conditions, formatting, and availability as needed.
- Click Save.
146 Comments
Is there any way to use properties of the user/organisation rather than the ticket to create views? Thanks!
Hi Kathryn!
Only ticket properties are available for the filters in Views. Can you tell me more about what you're trying to do? Maybe we can come up with an alternate solution.
@kathryn, as Jessie said the answer is no however if the user/org field has a tag associated with it then you could mirror that field to the ticket also by using the same tags. For example, have a support level custom field on the user and add the same field with the same options and tags to the ticket. The field on the ticket will be updated when the ticket is created. Note that it is not updated any time after.
@colin: That's what I was thinking too. It's a shame to clutter up the ticket view & create all that mapping when the information already exists on the org level though.
@jessie: An example of information we'd like to see on a view, but which resides on the organisation object, would be subscription type (e.g. Enterprise, Free...). Seeing it is in a view is useful because it provides our agents and their managers with a snapshot of the queue, helping them to identify trends and allowing them to prioritise certain tickets (if need be).
Thanks!
@Kathryn, you can always hide the ticket field. That bit is simple with the Ticket Field Manager app.
@Colin Thanks for the suggestion - I'll try that!
I would like to be able to hide views that do not belong to the user's default group. How do I achieve this?
For instance I have two groups:
In order to re-assign tickets a user needs to be part of both groups. However I would like to have different views for each group, and hide the views that are not relevant to that group, so there should be an option to only show views that belong to the users default group.
Hi Max
You can create "Ghost" groups ie
Now the tickets live in the two first groups, but the views live in the two last. That way your agents can freely reassign because they are in both groups with tickets, but can only see the tickets you want based on the views you create for the two ghost groups.
You can then use the Assignment Control App to hide the two last groups from the agents screen.
Hello,
Not sure if anyone has already asked this but I've noticed when you create a view, this won't show any archived tickets?
Does anyone know how to get archived tickets to show?
Thanks!
Joe
Archived tickets do not appear in ticket views. This is by design.
If you need to extract lists that include archived tickets, you are best using a reporting tool such as Insights or the API.
The new Zendesk shows me two pages with active Views, and I was about to reordering them when I find out that I can only do so per page.
Exemplifying: I can't to bring the last view (bottom of 2nd page) to the top (top of 1st page).
Am I missing something here?
Hello
I created a simple view (filter only on Org).
in the view i have only 50 cases whereas i have 177 case?
Do you know why?
Hey Pedro!
I'm sorry, I'm afraid I don't entirely understand what you're asking. Are you talking about one View, or multiple Views?
Hi Samire!
In order to optimize performance in the agent interface, closed tickets are archived after 120 days. Archived tickets are still available via Search, but they don't load up in Views. This keeps the system from getting bogged down trying to load thousands and thousands of old tickets.
Most likely, this is why some of those tickets aren't showing up in your View.
Is it possible to rename views which have variables like: {{zd.unassigned_tickets}}
I think there must be a translation tabel, because when I switch language the name of these variables also changes.
Another issue is that on mobile devices the views are in english, can I change this?
Hi Hans!
If you'd like to change the title of a View based on language, you can use Dynamic Content. Using dynamic content, you'd create the translations and then use the dc placeholder in the View title. This will then display depending on the language selected in the agent profile.
This will also work on the mobile app. However the mobile app does not follow the user profile language from what I am seeing on my iOS device. Instead, the Support mobile app will display in whatever language your phone is set to. If you update the View using DC, be sure to completely logout and quit the mobile app to see the View title changes in the language set on your device.
Is it possible to hide views which have no tickets in it? Now the view only gets grey.
After sorting the view by name - the view are sorting the view order is not saved. once we close and open the browser it doesnot retain the sorted order.
How do we save the sort order so that the views show up like how we sorted.
Hi @Ravi
Every View has a default sorting order. You can change it, by changing the default sorting as an admin in Zendesk - Look under Admin -> Views. Click the view you want to change and look for Sorting Order.
Hi guys, is it possible to order a view by priority and , after that, by request date? At the moment, we order by priority but then the tickets that was sent last is higher than the ticket that was sent earlier.
We would like to first have all the high priority tickets but with the oldest on top. We would then want t have the normal priority tickets, once again with the oldest on top and same for low priority tickets.
Thank you!
We do this by grouping by priority and then ordering by created date.
Also, since the group name will be shown at the top of each group, then you can probably save a column in the view by not including the priority since it would be redundant info on the page.
Hope this help!
Hi Ricardo, when you say grouping by priority, do you mean that you separate different priorities in different views? How do you group tickets by priority? Thanks so much!
There are two options at the bottom of the view setup screen: Group by and Order by. Below is a screenshot of what we use to group the tickets in the view by priority and we ordering this view by Request date (both descending).
In the below screenshot you can see that the Priority is used to group the tickets and then the requested date is used to order them within each group:
One of our users is able to export CSVs for a particular view, but never receives the email with the link. "When I do the function, it gives me a confirmation that it will be sent to my email address, but I never receive the email."
He is able to receive the export of other views.
When he re-creates the unexportable view using the same parameters, they, too, cannot be received via export.
Other members of his group are able to receive the CSV export from this view, just not this agent.
What could be the cause?
Hi Drew!
I see that you were actually able to get assistance with this in a ticket!
In case anyone else is experiencing a similar issue, Amy and Drew were able to figure out that the email was being sent and received successfully, but was being routed away from the user's inbox by a keyword filter, so they weren't able to find it.
I'm glad you got it figured out!
Is it possible to create a view based on the content of the internal comments?
My intention is to create different views for our pending tickets, which can be pending for any number of reasons. My agents always write the pending task as an internal comment and based on those comments I could very easily sort them into different cathegories.
Sadly, the condition "Ticket description contains XYZ" does not work, because it only takes into account the first comment in the ticket (which is the body of the customer's E-Mail) and never the internal comments.
In my case, I use ticket tags for documenting contact reasons, so managing the new views via adding new tags for a different purpose would totally mess up my statistics.
Do you know any other way I could solve this?
Thank you :)
Hi Marie! Welcome to the Community!
I think the easiest way to do this would be to create macros for the different tasks your agents are adding to the tickets. All you'd need to do is make sure that each task has a tag associated with it that's added by the macro, and you can create views based on those tags.
Do you think that would work for you?
Hello all,
We have a specific need for View order, which by the looks of it is not possible in the current setup.
As we have tens of agents working in a single shift (assigning, unassigning, replying on, or solving tickets) the order by simply "latest update" isn't realistic because if the ticket arrived outside some agent's shift and it took someone 45 minutes to unassign it, it will be perceived as just updated even though it is already open for 45 minutes (people won't assign it until it's next in line again).
Are we able to order the tickets by the latest public comment made specifically, so the View order ignores updates without an actual comment?
We agree that assigning, filling ticket fields and etc. are updates on a ticket, but they are irrelevant to client - support communication, as with 'group by: latest public comment' we would know exactly how much time each ticket is open on our side without a reply from either side.
Hopefully this is something that can be added to View settings without a need for a workaround though macros, or triggers.
Looking forward to your reply.
Elvis,
There is a column "Updated by Requester" that might work for you. You can sort on that field as well.
Regards,
Ricky
Hi Ricardo,
It's not a problem with who updates the ticket, but with what the update is. We need Views which are updated only when a public ticket comment is made, not when it's assigned, unassigned, etc.
How does "Updated by Requester" help there? If requester assigns the ticket to himself, the view will update the ticket to match the time, while we need it to ignore assignment and update the ticket order of open tickets based only on public comments (oldest first).
Please sign in to leave a comment.