Creating views to manage ticket workflow

Return to top
Have more questions? Submit a request

148 Comments

  • Kathryn Castle

    Is there any way to use properties of the user/organisation rather than the ticket to create views? Thanks!

    3
  • Nicole S.
    Zendesk Community Team

    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"

    2
  • Ricardo Alfaro

    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/

    2
  • Marie Rasch

    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 :)

     

    2
  • Elvis Vusić

    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.

    2
  • Hans Latour

    Is it possible to hide views which have no tickets in it? Now the view only gets grey.

    2
  • Colin Piper

    @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. 

    1
  • Kaitlyn Young

    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? 

    1
  • Ricardo Alfaro

    Elvis,

    There is a column "Updated by Requester" that might work for you. You can sort on that field as well.

    Regards,

    Ricky

    1
  • Benjamin Koehler

    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! 

    1
  • Monica

    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.

    1
  • Brett Bowser
    Zendesk Community Team

    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!

    1
  • YU-CHENG LI

    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

    1
  • Irene Poltronieri

    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! 

    1
  • James Sanford

    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.

    1
  • joe church

    can I create a view of only tickets I've been CC'd on?

    1
  • Brett Bowser
    Zendesk Community Team

    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 :-/

    1
  • Cyrup

    Alright, thanks Ben!

    So basically it can't be reorganised because the organisation depends on the unique form number/when they were made?

     

    1
  • Elissa
    Zendesk Community Team

    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!

    1
  • Nate Legakis

    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.

    0
  • Michael

    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!

    0
  • Nicky Clark

    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.

    0
  • Teri Reblin

    Is it possible to add Ticket Sharing as a column in the table?

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Cyrup

    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

    0
  • Beth Reiten

    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

    0
  • Zach W.
    Zendesk team member

    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!

    0
  • Allison Ramsey-Henry

    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

    0
  • Bill Cicchetti

    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.

    0
  • Nicole S.
    Zendesk Community Team

    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. 

    0

Please sign in to leave a comment.

Powered by Zendesk