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.
- 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, 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.
Tip: If you select Request date from the Group by dropdown list, any settings you change in the Order by dropdown list will not be applied.
- 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". The description condition also pulls data contained within the HTML and the original source of a ticket. |
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 won't 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.
148 Comments
Is there any way to use properties of the user/organisation rather than the ticket to create views? Thanks!
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"
We use the Quickie app for our views. There you can see all of them and even organize them in whatever structure makes sense for your Agents. You can check it out here:
https://www.zendesk.com/apps/support/quickie/
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 Ricardo,
Thank you for the feedback, its appreciated, but these are workarounds for something fairly simple and helpful to have in the filtering options.
We already have too many workarounds for things that are not implemented anyway, so we would like to know if Zendesk has any plans / possibility to add additional filtering options, or if they are comfortable with all of us using workarounds.
Is it possible to hide views which have no tickets in it? Now the view only gets grey.
@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.
Is it possible to sum a custom numerical ticket field in a Zendesk view? For example, if we assign a Story Point value (i.e. 1,2,3,5,etc.) to a ticket, is there a way to see how many Story Points are assigned to a specific Assignee?
Elvis,
There is a column "Updated by Requester" that might work for you. You can sort on that field as well.
Regards,
Ricky
Hi Cyrup, This is a tricky one!
The fields are arranged within a view numerically based on their ID number. You can find this by opening up the form and grabbing the ID from the URL, as in the screenshot below.
If you set the order to ascending, then smallest ID number will show first and the numbers will get larger from there. If descending, then largest number will show first and each subsequent ID will be smaller. You can also think of this as the chronological order in which you set them up: smallest first, largest last.
Hope that helps clarify!
Since the design refresh related to Multiple Group update, the view names don't display on the edit screen as expected.
I've used dynamic content to name many views. However, if I go to edit them later, you cannot see the dynamic content. The name presented by dynamic content is shown rather than the placeholders. I can't tell the ones that I have converted to dynamic content and others that I may have missed. In testing, it does seem to present the correct translation to the agent when dynamic content has been used.
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!
Hi ZD community,
I'd created a view by a group. However, why didn't I use the section of Recoder page to sort my view of group?

My role is Admin.
Thanks in advance!
By Kyle
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!
Hey Rroper!
Correct, Ticket Tags are not a value that Views can be Grouped by.
If you're looking to use Tags to control what appears in your Views you can use the Ticket: Tags condition. If you need to Group your tickets by a specific tag please consider using a "tagger" Ticket Field such as a drop-down field as your Group by option.
can I create a view of only tickets I've been CC'd on?
Hey Janis,
The view can only display the updater role and not the name of the updater unfortunately. That being said, if you hover over the ticket in your view it should show the recent updater as well as their update. Sample screenshot below:
Apologies for not being able to provide another alternative at this time :-/
Alright, thanks Ben!
So basically it can't be reorganised because the organisation depends on the unique form number/when they were made?
Hello YU-CHENG LI,
Thank you for your patience! I was able to track down why you're having trouble with the "reordering" feature. From the screenshot I can see you have the views filtered by a specific group. As mentioned in this article: Reordering views, if your list is filtered by a specific group, you may not be able to reorder it.
I hope that helps!
Is there a way to remove Suspended tickets and Deleted tickets from the views of an admin? We would love to use that space for two more of our custom views.
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!
We have a very similar requirement to the comments from Elvis from 4 years ago. The 'Latest Update' sorting is not useful for us, as it means any agent touches (adding internal notes, updating ticket settings, assigning the ticket, setting an Organization for new users - all actions which are essential to our workflow) results in inaccurately bumping the ticket down the queue. This is unusable for us.
We currently use 'Last Updated By Requester', however this is also extremely limited because a huge volume of our tickets have other users CCd on the request. Any time a CC replies the ticket appears much older than it is, so is inaccurately bumped up the queue because it wasn't the original requester who replied. This means we need to manually monitor and skip over these tickets until they do actually need attention.
Elvis's suggestion of a 'Last public reply' is a very good suggestion that we could work with, though to us a 'Last non-agent update' option would be the gold standard.
Is it possible to add Ticket Sharing as a column in the table?
Hi Grant,
It sounds like you'll want to use the Core API to pull this information since you won't be able to capture all the data you're looking for with views.
The other two options you have is to use the Data Export feature that is available on the Professional or higher plan or Insights. to generate a report.
I hope this points you in the right direction!
Hi Jessie and Ben
I did have it set up as in the screenshot. I'd like the forms to be ordered by Oldest > Newest but grouped by form. So I would likely have to take the longer workaround. Thank you
I'm trying to create a view that shows our inbound shares and displays the instance that shared the ticket with us. Is there a way to do this?
Example: We receive shared tickets from X.zendesk.com, Y.zendesk.com and Z.zendesk.com. When the view is used, one of the columns should be whether the ticket came from X, Y, or Z.
When you set up the initial conditions for the view, you can select "Ticket sharing: Received from" as a condition, so the information is definitely there. How do we display that information in the actual view?
Thanks!
Beth
Hello Bill,
The reason you cannot delete/ hide the "deleted tickets" view in any way, is due to the fact that this is a system view. With that said, it is essential to ticketing functionality in Zendesk so we currently don't offer the ability to remove/ modify it at this time. I hope this clarifies things a bit!
Is there a way to add an additional sort? I am using Group By and Sort By, but I could use an additional Sort By value to make the view really useful. A work-around would be fine, I can't figure out any way to have multiple layers of sorting in a view.
Thanks!
Allison
Hi Zach,
Thanks for the feedback. I can understand why you cannot delete of modify it but don't see why you have to have it displayed in your primary list if you choose not to.
Thanks again.
Hey Nicole -
There's not a native/in-product way to do this. Views aren't meant to be used in place of reports.
What data are you trying to get out of that view? I wonder if you might be able to build a report that you can set to run on a schedule so that you don't have to deal with logging in to export views.
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