Using views to manage ticket workflow Follow

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38 comments

  • Avatar
    Kathryn Castle

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

  • Avatar
    Jessie Schutz

    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.

  • Avatar
    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. 

  • Avatar
    Kathryn Castle

    @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!

  • Avatar
    Colin Piper

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

  • Avatar
    Kathryn Castle

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

  • Avatar
    Joel Buaron

    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 :-)

  • Avatar
    Max Mulsch (Edited )

    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.

     

  • Avatar
    Carsten Falborg (Edited )

    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.

  • Avatar
    Joe Hayes

    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!

  • Avatar
    Graeme Carmichael

    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.

  • Avatar
    Pedro Rodrigues

    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?

  • Avatar
    Samire Bessaad

    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?

  • Avatar
    Jessie Schutz

    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?

  • Avatar
    Jessie Schutz

    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. 

  • Avatar
    Hans Latour

    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?

  • Avatar
    Rebecca

    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. 

  • Avatar
    Hans Latour

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

  • Avatar
    Ravi Kant Verma

    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.

  • Avatar
    Carsten Falborg

    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.

  • Avatar
    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! 

  • Avatar
    Ricardo Alfaro

    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! 

  • Avatar
    Irene Poltronieri

    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!

  • Avatar
    Ricardo Alfaro

    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:



  • Avatar
    Drew Wasson

    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?

  • Avatar
    Jessie Schutz

    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!

  • Avatar
    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 :)

     

  • Avatar
    Jessie Schutz

    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?

  • Avatar
    Elvis Vusić

    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.

  • Avatar
    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

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