Creating views to manage ticket workflow

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135 Comments

  • Guillaume Rieu
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    Hello, is it possible to easily create a view showing only users that have more that two open or pending or on-hold tickets in order to prioritize them in the ticket flow? and set priority from high to urgent through triggers?

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  • Gail L
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    Hi Guillaume,

    It would not be simple to do this a view based on number tickets open for an individual user, or triggers based on that criteria.

    If you have organizations that you know generate a lot of tickets it is simple to build a view for that organizations tickets, or if you have a group of users who need higher monitoring you could use user tags to group their tickets into a view.

    You could also consider trying an app like Ticket History if you wanted to bring more visibility about ongoing tickets into your tickets to help give agents more context about the big picture with that client. 

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  • Rowgene Ricohermoso
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    Hello,

    I noticed today that Staff access is not able to create a Personal View. There is no button to 'Add View'.

    Is there any change recently?

    Thanks,

    Rowgene 

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  • Elissa
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    Hello Rowgene Ricohermoso,

     

    The staff view by default is set to allow agents to add and edit personal views. That said, an Admin on your account can edit and customize those permissions any time. To do this go to Admin > Manage > People > Roles, find the Staff role and click on edit. This will open up a list of detailed permissions you can customize for that role. You will find the permission related to view creation under the Tools section.

    For more detail see this article: Creating custom roles and assigning agents Enterprise

    I hope that helps! 

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  • Supreetha Rao
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    Thanks! Great info

     

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  • Isaac C.
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    Hello, 

    How can I transfer a View from the page "Admin > Manage > Views" to the Zendesk page "Views" (below 'Home' and above 'Reporting')? 

    I have 3 views that I can only access them going through Admin > Manage > Views and I want them to be in the main "Views" page like all other views I have. 

    Is this possible? If yes, how can I do it? 

    Thank you

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  • Francois S
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    I still not understand why we can't create a view on custom fields & a period for example "this month"

    This are basics for a Service Desk management. 

     

    Zendesk can do stuff I will never understand, like the auto closure at 28 days or archiving at 120 days. 

    Ipo to give the liberty to each company you are blocking us in a way of working that isn't right. 

    Already heard about Audits & Service Reviews ? 

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  • Brett - Community Manager
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    @Isaac, If these aren't showing in your views list then most likely you've hit the 12 shared views limit or 8 personal views limit as mentioned in the article above. I'm afraid there's no way to add additional views at this time and the best option here would be to bookmark the 3 views that aren't showing on this page.

    @Francois I understand the need to have more customization options when it comes to views. I'm happy to pass this feedback along to the appropriate team so they're aware of this functionality you're looking for. Appreciate you taking the time to share this with us!

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  • Renato Milan dos Santos
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    Hi, there!

    The triggers I created seam to be incompatible with the skills match filter, so I would like to group or order their tickets by Skill match field so agents could prioritise the ones that match, but it is not part of the Group by neither Order by fields drop-down list when adding/editing views. Would that be possible some how?

    Regards,

    Renato

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  • Brett - Community Manager
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    Hey Renato,

    I double checked on my end and it doesn't look like there's a way to sort by skills match or order at this time. This is most likely a feature limitation so I encourage you to create a feedback post in our Feedback on Support topic for our Product Managers to view.

    Cheers!

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  • Renato Milan dos Santos
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    Thanks, Brett!

    The feedback post has just been created: Include Skill match field on Group by and Order by fields drop-down list when adding/editing views.

    Regards,

    Renato

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  • Michael
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    Trying to get to the bottom of something.  It appears that employees that are in the staff role and have the ability to "Add and edit personal views" are unable to add a condition of "Organization - is - Some Organization".  They get hung up on pulling out specific organizations, it doesn't work.  Every admin that I've had try this was able to get this populated with no issues.  

     

    This is wrecking a few of my staffers views that were previously created and working using this logic.  Did something change in terms of permissions in regards to what staff can filter by in view logic?

     

    Thanks for any help!

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  • Brett - Community Manager
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    Hey Michael,

    Any chance you could provide a screenshot of what your agents see when they attempt to add an organization condition?

    Thanks!

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  • John Engelhart
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    Is there a way to create a view based on the SUBJECT description?  For example, my goal is to create a view based on tickets that have the subject line "Company Policy Question".  The only option available is to set the view based on description.  Any suggestions?

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  • Nicole - Community Manager
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    Hi John Engelhart - 

    There is not a condition for ticket subject that can be used in views.

    The Ticket: Description condition filters only on the text in the first comment in the ticket. This condition does not filter for ticket subject text and subsequent comment text in the ticket. This means there is not a native condition for ticket subject that can be used in views. However, a workaround is creating a trigger to automatically tag tickets based on ticket subject data.

    You can then use the ticket tag added by the trigger to create a view for tickets with these tags. 

    There is also an active feature request for the ability to use subject as a condition, you can up-vote and add your comments here: Views should include the condition "subject"

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