Using views to manage ticket workflow Follow

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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.

Zendesk Support includes some default views. You can also create new custom views. Agents can create personal views for their own use, and administrators can create shared views accessible to all users or groups of users.

Note: On Essential you have default views only. You cannot modify default views and you cannot create custom views.

This article covers the following topics:

Related articles:

About using views

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.

All views, including those currently without tickets, appear in the Views list, located on the left side of the Agent Dashboard when you click the Views icon () in the sidebar.

The Views management page

All of your available views can be managed through the Views management page.

To access the Views management page
  • Click the Admin icon () in the sidebar, then select Manage > Views. The Views page opens:

Browsing the views list

Views are divided by activation status. The default view on the Views management page is the list of Active views. You can view views that have been deactivated by clicking the Inactive tab. For more information on activation status, see Deleting and deactivating views.

If you have a large number of views, the list will be paginated. You can scroll through the pages using the controls at the bottom of the page:

Searching the views list

If you know the name, or partial name, of the view you want to view, you can enter it into the search box at the top of the page:

All views containing the search term appear in the list.

Adding views

Agents can create views for their own personal use. 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.

To add a view
  1. On the Views management page, click Add view.
  2. Enter a title for your view.
  3. Add the conditions to define this collection of tickets (see Building view condition statements below).
  4. You can test the conditions by selecting Preview match for the conditions above.
  5. Set the formatting options (see Setting formatting options below).
  6. Set the view's availability (see Setting a view's availability below).
  7. Click Create view.
You can also manage views (edit, deactivate, and so on) on the individual view's page. On the Views management page, click the view you want to work with, and modify it as described above.

Building view condition statements

As with the other business rules, you select collections of tickets using conditions, operators, and values.
Note: You must have at least one of the following ticket properties in the Meet all of the following conditions section: Status, Type, Group, Assignee, or Requester. Some conditions may not be available, depending on your plan.
Table 1. View conditions
Condition Description
Ticket: Status The ticket status values are:
  • New
  • Open
  • Pending
  • On-hold
  • Solved
  • Closed

When selecting a status, you can use the field operators to specify a range of tickets based on their status. For example, a condition statement that returns only New, Open, and Pending tickets looks like this: Status is less than Solved.

For more information on these status values, see Ticket status basics.

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, the most common ticket type.
  • Incident, which indicates that there is more than one occurrence of the same problem
  • Problem, a support issue that needs to be resolved.
  • Task, used by the support agents to track various tasks.
Ticket: Priority The ticket priority values are:
  • Low
  • Normal
  • High
  • Urgent

As with ticket status, you can use 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:
  • (—), which indicates that no group is assigned to the ticket.
  • (current user's groups), which includes all the groups to which the agent who is updating the ticket belongs.
  • (assigned group), the group assigned to the ticket.
  • Group name, the name of the group that is assigned to the ticket.

Group name is the actual name of the group that is assigned to the ticket.

Ticket: Assignee

The ticket assignee values are:

  • (current user), the last person to have updated the ticket.
  • (requester), the ticket requester. You can select this option to return tickets that were opened by and then assigned to the same agent, for example.
  • (assignee), the person who is assigned to the ticket.
  • Agent name, the name of the person assigned to the ticket.
Ticket: Requester

The ticket requester values are:

  • (current user), the last person to have updated the ticket.
  • (requester), the ticket requester.
  • (assignee), the person who is assigned to the ticket. The condition statement ‘Requester is Assignee’ is true if the requester is also the person assigned to the ticket. This is possible if an agent created a ticket and was then assigned to it.
  • Agent name, the name of the agent assigned to the ticket.
Ticket: Organization

The organization values are:

  • (—), which indicates that no organization has been added to the ticket.
  • Organization name.
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 entered. They must be separated with a space.

Ticket: Description The description is the first comment in the ticket. It does not include the text from the subject line of the ticket.
Ticket: Channel

The ticket channel is where and how the ticket was created and can be any of the following:

  • Web form
  • Email
  • Chat
  • Twitter
  • Twitter DM (direct message)
  • Twitter Like
  • Voicemail
  • Phone call (incoming)
  • Phone call (outgoing)
  • Get Satisfaction
  • Feedback Tab
  • Web Widget
  • Mobile SDK
  • Mobile
  • Help Center post
  • Web service (API)
  • Trigger or automation
  • Forum topic
  • Closed ticket
  • Ticket sharing
  • Facebook Post
  • Facebook Private Message
  • Satisfaction Prediction
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:
  • Unoffered, which means that the survey has not previously been sent
  • Offered, which means that the survey has already been sent
  • Bad, which means that the ticket has received a negative rating
  • Good, which means that the ticket has received a positive rating
    Note: In order to select this condition, customer satisfaction must be enabled. See Using customer satisfaction ratings for more information.
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:
  • Hours since created
  • Hours since open
  • Hours since pending
  • Hours since on-hold
  • Hours since solved
  • Hours since closed
  • Hours since assigned
  • Hours since update
  • Hours since requester update
  • Hours since assignee update
  • Hours since last SLA breach
  • Hours until next SLA breach
  • Hours since due date (for tickets with the type set to Task)
  • Hours until due date (for tickets with the type set to Task)
    Note: If you are on Enterprise and have multiple schedules, views based on business hours will use your default schedule (that is, the first schedule in your schedules list). In a upcoming release, this will change so that views will use the schedule that is applied to the ticket.
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.
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.
Requester: Language Returns the language preference of the person who submitted the request.
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

Setting formatting options

You can decide what ticket data you want displayed in a view, how the tickets are grouped and ordered, and how many tickets are shown per page. Theres is a List style view and a Table style view. To select the ticket data you want included in the view
  1. Select the Table formatting option.
  2. Drag the table columns you want to include and drop them into Columns included in table.

    You can add up to nine columns. Status is always included in the table; you do not have to manually add it.

     

To set the order of a view
  • Select the ticket data field you want to use as the default data to order the tickets in the view. You can select Ascending or Descending.

To set the grouping of tickets in a view
  • Select the ticket data field you want to group the tickets in the view. You can select Ascending or Descending.

Setting the view's availability (administrators only)

When an administrator creates a view, they have the option of setting who can access the view. They can create a shared view, available to all agents, or they can create a personal view.

Professional and Enterprise administrators have the additional option of creating a shared view that's limited to a specific group.

Note: The Agents in group option is only available for Professional and Enterprise.

Editing and cloning views

You can edit and clone views. Cloning a view creates a copy that you can modify and use for some other purpose.

To edit a view from the Views management page

  1. On the Views management page, locate the view you want to edit.
  2. Hover your mouse over the view to display the options menu icon ().
  3. click the icon and select Edit.
  4. Modify the title, conditions, and actions as needed.
  5. use the drop-down menu to select Update, then click Submit.
To edit a view from the views list
  1. Click the Views icon () in the sidebar, then select a view.
  2. Click the View options menu in the upper right.

  3. Click Edit. The View edit page is displayed and you can modify the view as needed.
To clone a view from the Views management page
  1. On the Views management page, locate the view you want to clone.
  2. Hover your mouse over the view to display the options menu icon ().
  3. Click the options menu icon and select Clone.
  4. Modify the title, conditions, and actions as needed.
  5. Click Create view.
To clone a view from the views list
  1. Click the Views icon () in the sidebar, then select a view.
  2. Click the down arrow next to the title of the view.

  3. Click Clone. A copy of the view is displayed in the View edit page, and you can modify the cloned view as needed.

Sharing views

You can share a permanent link to a view in emails or web pages. Normal access permissions apply to the users who click the link. See Setting the view's availability. Agents can only share personal views.

To share a link to a view

  1. On the Views management page, locate the view you want to share.
  2. Click the view to open it.
  3. Copy the permanent link in the upper-right side and use it in an email or a web page.

Reordering views

If you want certain views you use frequently to appear higher on the list, you can adjust the list order. Agents can reorder only personal views, while administrators can reorder both shared and personal views.

You can only reorder views on the same page. If your views list is more than one page, you may need to change the sorting order of the list to reorder them in the way you want.

To reorder your views

  1. On the Views management page, click the options menu icon .
  2. Select Reorder page.

  3. Click and drag the names of views to adjust the order.
  4. Click Save at the top of the page.

Sorting the list of views

You can sort your list of views on a number of properties, including:
  • Position
  • Name
  • Created date
  • Updated date

To sort your list of views

  1. On the Views page, click the Sort by icon () to open the menu.

  2. Select the property you want to use. The views are reorganized based on that property.

Filtering the list of views

You can filter the list of views by the availability applied to them.

To filter your list of views

  1. Click the All shared views drop-down menu.
  2. Select the views you want to display:
    • All shared views, views shared with any of your agents.
    • Views shared with all agents, views that are available to all of your agents. Views that are restricted to a subset of agents will not appear.
    • Personal views, views available only to you.
    • Views available to specific groups, a list that varies depending on the groups you have shared your views with.
    Return to the unfiltered list by clicking the drop-down menu and selecting All shared views.

Deleting and deactivating views

If you decide that you no longer need a view you can either delete it or deactivate it. Deleting it of course means that it's gone and can't be retrieved. You can instead deactivate views. Deactivated views are listed in a separate table on the Views page and can be reactivated if needed.

To deactivate/activate a view
  1. On the Views management page, locate the view you want to deactivate.
  2. Hover your mouse over the view to display the options menu icon ().
  3. Click the icon and select Deactivate. The view is moved to the Inactive tab.
  4. To reactivate the view, select it from the list of inactive views and select Activate.

If you decide to permanently delete a view, you must first deactivate it as described above.

To delete a view
  1. On the Views management page, click Inactive.
  2. Locate the view you want to delete.
  3. Hover your mouse over the view to display the options menu icon ().
  4. Click the icon and select Delete.
  5. Click Delete view.

 

Exporting a view to a CSV file

You can export a view to a comma separated values (CSV) file. The CSV file will contain an entry for each ticket and all its associated ticket information in the view.
Note: Because of the processing involved in generating a CSV file, you can export a view only once every 10 minutes. If there is less than 10 minutes between requests, you will receive an error message.

Community tip! Check out Serge's community tip for exporting views in our Community.

To export a view to a CSV file
  1. Click the Views icon () in the sidebar, then select a view.
  2. Click the View options menu in the upper right.

  3. Click Export as CSV.

    You will receive an email notification (sent to your primary email account in your user profile) that contains a download link for your CSV file.

Have more questions? Submit a request

Comments

  • 0

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

  • 0

    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.

  • 0

    @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. 

  • 0

    @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!

  • 0

    @Kathryn, you can always hide the ticket field. That bit is simple with the Ticket Field Manager app.

  • 0

    @Colin Thanks for the suggestion - I'll try that!

  • 0

    Hi,

     

    Not sure if anyone already ask this and my use case is I want to identify how many tickets is assigned to an agent? 

    So we have a custom view (or you can click on the Agents dashboard) and the, when you look at Open, Pending, and Solved status tickets, you need to manually count it.

    What I am looking for is a 'counter' that says like Open (11), Pending (15), Solved (10) or something like John Smith (35) that is going to make my daily monitoring so much easier :-)

  • 0

    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:

    • Approval Group
    • Development Group

    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.

     

    Edited by Max Mulsch
  • 0

    Hi Max

    You can create "Ghost" groups ie

    • Approval Group
    • Development Group
    • Approval Ghost
    • Dev Ghost

    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.

    Edited by Carsten Falborg
  • 0

    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!

  • 0

    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.

  • 0

    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?

  • 0

    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?

  • 0

    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?

  • 0

    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. 

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