Using views to manage ticket workflow

Views are a way to organize your tickets by grouping tickets 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.

If your Zendesk uses certain features, such as customer satisfaction ratings or SLA service targets, additional views that apply to these features are also available. You can use Zendesk's standard views as they are, or an administrator can modify or deactivate them.

Some standard views are included in your Zendesk. You can also create new views. Agents can create personal views for their own use, and administrators can create share views accessible to all users or groups of users.

Community tip: Graeme shares real-world best practices for setting up and using views in this community tip, Views best practices.

This article covers the following topics:

Accessing your views

Views are a way to organize your tickets by grouping tickets into lists based on certain criteria. Here's what a typical view might look like:

Tickets in a view are preceded with a colored icon indicating each ticket's current status. Here are the corresponding ticket statuses and colors:

The following standard views are included with your Zendesk account:
  • Your unsolved tickets
  • Unassigned tickets
  • All unsolved tickets
  • Recently updated tickets
  • Unsolved tickets in your groups
  • New tickets in your groups
  • Pending tickets
  • Recently solved tickets

You can also create new views. Agents can create personal views for their own use, and administrators can create share views accessible to all users or groups of users.

Select a view to see the tickets in that view.

To select a view
  • Click the Views icon () in the sidebar, then click the title of any view in the list to display tickets in that view.
    Zendesk Classic: Click Views in the menu bar, then click the title of any view in the list.

The first 12 of your shared views and 8 of your personal views appear in the list. If you have additional views, you can access them by clicking More at the bottom of the list. To change the order views appear in, see Reordering views.

You can sort the tickets in the view by clicking any of the column headings.

Working through tickets in a view

You can preview or open tickets from your view. When you hover your mouse over a ticket title, an overview appears:

To return to the current view from a ticket

  • Click the Views icon () in the sidebar.
To go to the next ticket in the current view
  • From a ticket, click the Next ticket arrow in the upper-right corner of the ticket.

    Zendesk Classic: Click Next in the upper-right corner of the ticket.
    The next ticket in the current view opens, even if another agent is currently viewing it. If another agent is viewing the ticket, you will see the agent collision notification.
    Note: If you click the Next ticket arrow after clicking Play to view tickets in a view, then the behavior is different. In that case, the Next ticket arrow serves the next ticket that is not being viewed by another agent (see Viewing the tickets in a view). In other words, if you are in Play mode, the Next ticket arrow shows you the next available ticket.

To automatically go to the next ticket in the view when you submit a ticket

  • From a ticket, click the arrow on the Submit button and select Go to next ticket.

    Note: This option is only available in the new version of Zendesk. It is not available in Zendesk Classic.

    You do not have to select this option reach time you submit a ticket. Once selected, the next ticket in the view will always open when you submit a ticket update. You can clear this option if you prefer open the current view after you submit a ticket.

Collapsing and expanding your list of views

You can collapse your list of views on the Views page. When collapsed, the views list will auto-show when you mouse over it, and auto-hide when you mouse away from it.

You can expand the views list and lock it at any time.

To collapse the views list and set it to auto-show

  • Click the arrow at the top of the views list.

    Your list of views collapses. The see the list, mouse over the collapsed views list and it will auto-show. When you mouse away from the views list, it will auto-hide.

To expand the views list and lock it
  • Mouse over the collapsed views list to auto-show the list, then click the arrow at the top of the views list to lock it in place.

    The views list is locked in the expanded position.

Working through the tickets in a view

When you're looking at a view, you can select an option to go through the tickets in the view. This option opens the first ticket in the view that is not currently being viewed by another user. Then you can use the Next ticket arrow to click through the available tickets in the view.

For example, consider you are looking at the Unassigned tickets view and you click Play. You see ticket #1 in the Unassigned tickets view, and, meanwhile, another agent is looking at ticket #2 in the Unassigned tickets view. You decide you are unable to take (assign it to yourself) ticket #1, so you want to go to another ticket in that view. From ticket #1 you can go to the next available ticket in the Unassigned tickets view. In this case you will go to ticket #3 in the Unassigned tickets view because another agent is viewing ticket #2.

Note: This option is only available in the new version of Zendesk. It is not available in Zendesk Classic.
To work through the tickets in a view
  1. Click the Views icon () in the sidebar, then select a view.
  2. Click the Play button in the upper-right corner of a view.

  3. The first ticket in the view that is not currently being viewed by another user opens.
  4. Click the Next ticket arrow in upper-right corner of the ticket to go to the next ticket in the view that is not currently being viewed by another user.
    Note: If you are not in Play mode, then the behavior of the Next ticket arrow is different. In that case, if you click the Next ticket arrow from a ticket, you see the next ticket in the current view, regardless of whether another agent is viewing (see Viewing the next ticket in a view).

Tracking your recently viewed tickets

You can see the last five tickets that you viewed by hovering over the +add tab in the top toolbar.

Zendesk Classic: To view recent tickets, select Recent from the menu bar.
Note: The recently viewed tickets list disappears after 72 hours if there is no action taken on any of your tickets (including viewing and updating tickets).

Adding views

Agents can create their own (personal) views. Administrators can create personal views and shared views. Watch this short video or read the steps that follow.

Creating a Personal View (01:11)
To add a view
  1. Click the Admin icon () in the sidebar, then select Views.
    Zendesk Classic: Select Manage > Views.
  2. If you're creating a personal view, select the Personal tab.
  3. Click Add view.
  4. Add the conditions to define this collection of tickets (see Building view condition statements below).
  5. You can test the conditions by selecting Preview match for the conditions above.
  6. Set the formatting options (see Setting formatting options below).
  7. Set the view's availability (see Setting a view's availability below).
  8. Click Create view.

Views can also be managed (edited, deactivated, and so on) in the Views page.

Building view condition statements

As with the other business rules, you select collections of tickets using conditions, operators, and values.

Table 1. View conditions
ConditionDescription
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 indicates that the requester has been asked for information and the ticket is therefore on hold until that information is 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 the On-hold ticket status to your Zendesk in the Zendesk Administrator Guide).

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 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
Ticket: Form Your ticket forms are available as conditions. Select a specific form.

See Creating ticket forms to support multiple request types (Enterprise).

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 group values are:

(—) indicates that no group is assigned to the ticket.

(current user's groups) is all the groups to which the agent who is updating the ticket belongs.

(assigned group) is 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 assignee values are:

(current user) is the last person to have updated the ticket, which is not necessarily the same person who is assigned to the ticket. The current user (whoever updated the ticket last) changes whenever the ticket is updated. And an update may have been made by the assignee, the requester, or someone who was CC'd on the ticket.

(requester) is 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) is the person who is assigned to the ticket.

Agent name is the actual name of the person assigned to the ticket.
Ticket: Requester

The requester values are:

(current user) is the last person to have updated the ticket.

(requester) is the ticket requester.

(assignee) is the person 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 is the actual name of the agent.
Ticket: Organization

The organization values are:

(—) is used to indicate that no organization has been added to the ticket.

Organization name is the name of an organization.
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.
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 Favorite

  • Voicemail

  • Phone call (incoming)

  • Get Satisfaction

  • Feedback Tab

  • Web service (API)

  • Trigger or automation

  • Forum topic

  • Closed ticket

  • Ticket sharing

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 Using an external email domain or the condition won't work.
Ticket: Satisfaction This condition returns the following customer satisfaction rating values:
  • Unoffered means that the survey has not previously been sent
  • Offered means that the survey has already been sent
  • Bad means that the ticket has received a negative rating
  • Good means that the ticket has received a positive rating
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 due date (for tickets with the type set to Task)
  • Hours until due date (for tickets with the type set to Task)
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.
Requester: Language Returns the language preference of the person who submitted the request.

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. The List view, however, is not available in the new version of Zendesk (it's only available in Zendesk Classic). The Table view offers more formatting options and greater customization.

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.

    Zendesk Classic: You can add up to nine columns. Status is not automatically included. You can manually add Status as one of your nine columns if you want to include it in the table.

To set the order of a view
  • Select the ticket data field you want used 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.

To set the number of tickets per page (Zendesk Classic only)
  • You can select either 15 or 30 tickets to display per page in Zendesk Classic. This setting has no affect in the agent interface in new Zendesk.

Setting the view's availability (administrators only)

When an administrator creates a view, they have the option of setting who can access the view. There are two types of shared views: all agents and only those agents in a specific group. Like agents, administrators can create personal views as well. When creating or editing a view, an administrator sets access to the view with one of the following options:

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
  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 edit a view (Zendesk Classic)
  1. Select Manage > Views.
  2. If you're editing a personal view, select the Personal tab.
  3. Locate the view you want to edit and select Edit.
  4. Modify the title and conditions as needed.
  5. Select Update, then click Submit.
    Zendesk Classic: Click Update View.
To clone a view
  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.
To clone a view (Zendesk Classic)
  1. Select Manage > Views.
  2. If you're cloning a personal view, select the Personal tab.
  3. Locate the view you want to clone and select Clone. This command appears when you move your mouse over the view in the list of views.
  4. Enter a new name for your view and modify the conditions as needed.
  5. Click Create View.

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. Select Manage > Views.
  2. If you're sharing a personal view, select the Personal tab.
  3. Locate the view you want to share and select Edit.
  4. 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.

To reorder your views

  1. Click the Admin icon () in the sidebar, then select Views.
  2. Select the Shared or Personal tab, depending on which type of views you want to reorder.
  3. Click Reorder at the bottom of the list of active views. The list of views appears in draggable boxes.
  4. Click and drag the names of views to adjust the order.
  5. Click Done to save.

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 delete a view
  1. Click the Admin icon () in the sidebar, then select Views.
    Zendesk Classic: Select Manage > Views.
  2. If you're deleting a personal view, select the Personal tab.
  3. Locate the view you want to delete and select Edit.
  4. Click Delete.
To deactivate/activate a view
  1. Click the Admin icon () in the sidebar, then select Views.
    Zendesk Classic: Select Manage > Views.
  2. If you're deactivating a personal view, select the Personal tab.
  3. Locate the view you want to deactivate and select Deactivate. This command appears when you move your mouse over the view in the list of views.
  4. Click OK to confirm that you want to deactivate the view. The view is deactivated and displayed in the list of inactive views.
  5. To reactivate the view, select it from the list of inactive views and select Activate.

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 once every 10 minutes. If there is less than 10 minutes between requests, you will receive an error message.
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.

To export a view to a CSV file (Zendesk Classic)
  1. Select a view by clicking Views in the menu bar.
  2. Click the title of the view you want to export to CSV.

  3. Click the View options menu in the upper right.

    The CSV file opens.

Have more questions? Submit a request

Comments

  • Avatar
    Benjamin

    Thanks Anton!

    I really like the Ticket Views Widget because I am looking for a multi-view display on one page.

    I'm wondering if there is a way to expand this widget to show the tickets too?

    Or possibly a page that has multiple views on it? I mean "All unsolved tickets" & "All unassigned tickets" on the same page?

  • Avatar
    Jill Kaselitz

    @Benjamin While the 'Ticket Views' widget currently only shows you the number of tickets in each view, the default 'Unassigned Tickets' view will display tickets that are both unassigned and unsolved. Is that what you had in mind? If not, could you clarify what you mean by a page with multiple views on it? If you select the 'more' link from your 'Views' drop-down menu, you will see all of your views on the same page. 

  • Avatar
    Benjamin

    Hi Jill! I have attached the end goal, I made it with photo editing software.

    When I select(Image) my drop down 'Views' tab, there is no 'More' link. The link is not in the 'Inactive Views' list either. Am I looking in the wrong place?

  • Avatar
    Jill Kaselitz

    @Benjamin Thanks for sending the screenshot. Since you only have 3 active views, the 'more' link is not appearing in your 'Views' drop-down. Once you have more than 13 active views, the 'more' link will appear in your drop-down so that you can access your other views that are not displayed. If you still have questions about how your views appear, please let us know and we'll create a ticket on your behalf - you can also email us at support@zendesk.com.

  • Avatar
    Benjamin

    Sorry, I should clarify my request. I posted my end goal, not an actual screenshot.

    Maybe a change of terms would help, I am trying to put multiple 'views'(tables or lists) consolidated on to one page.

    The following images should help. Screenshot is what I have and Goal is of course my goal. Has no one requested this before?

    Thank you for your patience Jill.

  • Avatar
    Joy Carletti

    Hi Benjamin,

    We don't currently have ability to display multiple views on one page.  The reasoning for this is that views can grow to have 15-30 tickets per page, and putting multiple views on one page would make them difficult to view.  You may want to consider creating custom views that allow you to see the types of tickets that you'd like to see in one view.  (For example, a view that showed all the tickets from two groups, or a view that showed tickets in new, open, and pending statuses.)

    feel free to reach out to us at support@zendesk.com if you have specific questions about building views. 

  • Avatar
    Danilo Tuler

    I need to create a view to list all the tickets with a not null particular custom field. Is this possible?

  • Avatar
    Jerryk

    I have added a Custom Field to my tickets, it is a text box which we use to place the JIRA Bug # if there is one.  I would like to create a view using that field as a condition, but does not let me choose.  How can I get that field as one of my conditons??

  • Avatar
    Anton de Young

    To answer JerryK's question: No, it's not currently possible create a view from a custom text field. You can only do that with drop-down lists and checkboxes. This is a current feature request. 

  • Avatar
    Raoul Duke

    Hi,

    Is it possible to have view that provides resolution time?

  • Avatar
    Josiah Rooney

    I was wondering how to change my views to a particular set without being forced to use the shared views? I am an admin.

    The only solution I can think of is to require my other admins to create their own views and have no shared views, but I want to try to avoid this.

  • Avatar
    Justin

    Hey Josiah: 

    If you've got a lot of shared views, you don't want to change that setting, as your other agents would lose access. I'd recommend recreating those views as personal views. Keep in mind that even if your other agents created personal views as well, they could create the view with the exact conditions, and you'd all be looking at the same tickets. 

  • Avatar
    Josiah Rooney

    Hey Justin,

    Thanks for replying. I guess what I'm asking is how do I only use my private views and not the shared views? I like simplicity. I have about 4 or 5 views that I use. Meanwhile there are about 10 views overall that are shared. Is there any way of sort of disabling a shared view only for the current user?

    Thanks

  • Avatar
    Justin

    You could use the Agents in Group setting to change availability. This would prevent the views from showing up in that drop down list unless you were in the group. Unfortunately, there's really no way to selectively disable the shared views per user. 

  • Avatar
    Corné van Willigen

    Is there a maximum of views? i add 6 extra's but i can't see them all.

  • Avatar
    Justin

    You might need to rearrange your views! You can definitely see more than 6. The first 12 of your shared views and 8 of your personal views appear in the list. If you have more views, the rest of your views can be quickly accessed by clicking the More link at the bottom of the list. You can set the order of the views by reordering the views.

  • Avatar
    Петр Шарапов

    what view I shall create to see tickets transferred by other agents to me? 

     

    for example, End-User_X created email ticket which has been originally assigned to Agent_A. Agent_A commented on the ticket and transferred to Agent_B, which already had 10+ open tickets. The question is which view to create so that ticket from End-User_X will not get lost among 10+ tickets already assigned to Agent_B. 

     

    In general - in what view I can sort out tickets which have been either recently updated by either End-Users or Agents? 

  • Avatar
    Tenley Baldwin

    You can sort any view by Latest Update in general, or choose latest update by agent/by end user.

  • Avatar
    Петр Шарапов

    Tenley, thank you. The main problem with your suggestion is that agent need to think every time and search for tickets which have been updated by other agents.

     

    I'm attaching a screenshot which demonstrates the issue - on top you have a section with tickets updated by end-users. this is ok for me since they are visually distinguished from all other tickets. under them you have a list of tickets updated by agent, not specifying either they have been updated by current agent, or transferred internally from other agents with request to action. 

    In Mojo (a product which we are using now) all tickets either updated by end_users or other agents & transferred to current agent go into one same list making life easier to address them fast without any additional search or filtration. 

  • Avatar
    Justin

    The updated by filter is probably your best bet here, but it won't show you which specific agent updated the ticket. You can always add tags into your workflow and build views based on the updater and the tag. If agent J updated the ticket, he'd apply a specific tag to the ticket before transferring it. The other agents could then share a view to see which tickets were updated by that agent. 

  • Avatar
    Петр Шарапов

    Justin, I'm bit surprised that we need to code some sort of a script which will add/remove tags in order to keep track of transferred tickets. Do you have examples how your other clients address it?

    otherwise I will have to say that your smaller competitor offer much straight forward approach. 

  • Avatar
    Justin

    I didn't say anything about a script! Tagging is built in to Zendesk. You can manually add tags to the ticket when you're working on them, or you can have your triggers add tags for you. First, make sure tags on tickets are enabled from Settings > Tickets. 

    If agent Andrew simply added his name as a tag to the ticket when he was working on it, or transferring it to another agent, all you'd need to do is update your view to look for his tag. Or you could create a separate view to manage tickets that Andrew is associated with. Additionally, you can use the Assignee is condition in the view to filter tickets assigned to those specific agents. 

    https://support.zendesk.com/entries/20011393-using-tags

    https://support.zendesk.com/entries/20201222-adding-tags-to-users-and-organizations 

    https://support.zendesk.com/entries/276290-build-custom-workflows-with-tags 

  • Avatar
    Петр Шарапов

    Justing, I still don't understand how to create a group of tickets which were updated by agents & end_users. After few attempts I've ended up with list of tickets, which need to be sorted out manually by current_agent to figure out which need to be address due to end_user or other_agent request. In Mojo there is just one list on what the current_agent has to focus right now. After two days playing with Zendesk can't created anything similar.

    this is the only reason why we are not migrating to Zendesk so far. 

  • Avatar
    Justin

    Hey Peter: 

    I'm going to create a ticket for you with your last comment to discuss further. I'd like to walk you through some setup instructions and try to better understand what you'd like to accomplish. Stand-by for an email! 

  • Avatar
    Cheryl Wetherington

    "When viewing tickets in a view, positioning your mouse over a ticket title displays essential data about it..." I love this, and use it all the time. However, it would be really helpful if the internal comments were displayed with the same yellow background they have inside the ticket. Right now (at least in Lotus desk) all comments internal and public are displayed with the white background, meaning you have to open the ticket to see if it's public or private. Sometimes it's obvious it's private, more often for us, it's not obvious. 

  • Avatar
    Rene Brunt

    Is there a way to make a view your favorite?

    So it is possible to start zendesk with your favorite view? e.g. by 'attaching' to the icon bar?

    Now I have to look up and start a view every time again. It would be very helpfull if an agent could start zendesk with his personal favorite

  • Avatar
    Tenley Baldwin

    I just have my browser set so one of the pages which loads on start up is the View I use most. I have a couple of other ones as shortcuts in the Bookmarks Toolbar.

  • Avatar
    Mike Ryan

    So, is there no way to create subsets of Views, similar to Macros (and use of "::")? Is it on the roadmap? Seems like a good request?

  • Avatar
    Justin

    Views can't be nested like macros at the moment, Mike. It is currently not on the roadmap to my knowledge, though I've seen a few feature requests pop up. 

  • Avatar
    Tenley Baldwin

    I'd like to see this as well. We have so many views, they don't all fit on the drop down. Categorizing them would be nice as well.

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