Using views to manage ticket workflow

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81 Comments

  • Elvis Vusić

    Hi Ricardo,

    It's not a problem with who updates the ticket, but with what the update is. We need Views which are updated only when a public ticket comment is made, not when it's assigned, unassigned, etc.

    How does "Updated by Requester" help there? If requester assigns the ticket to himself, the view will update the ticket to match the time, while we need it to ignore assignment and update the ticket order of open tickets based only on public comments (oldest first).

     

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  • Ricardo Alfaro

    Hi Elvis,

    I am sorry. I forgot we added that to our Zendesk early on as a custom field. We have a trigger that updates that flag to yes whenever there is a new comment by the customer. Then we uncheck it when there is a public reply by an agent. That way we know that if the Updated by Requester is checked then the last updated date is the last time it is updated by the customer. It may not help if you have all tickets in the same view. We have a separate view for this.

    Regards,

    Ricky

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  • 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.

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  •  Is it possible to customize views per person? For example, I want to have a view for "recently solved tickets" but the views list is full. Someone else on my team needs a view that I don't so I want to remove it for me and add something else without it affecting him.

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  • Jessie - Community Manager

    Hi James!

    The easiest way to accomplish this is going to be to create a personal view that shows exactly what you want to see. Your personal views will still show up in your sidebar, even if your shared views are maxed out. Hope that helps!

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  • Oh thank you for the information Jessie. Would you be able to provide a walk through on creating a personal view?

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  • Jessie - Community Manager

    Hey James!

    There are really good step-by-step instructions in the article above, which you can find here. You'll have the option to make it shared or personal at the end of the Create View form, before you save it.

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  • Nicole - Community Manager

    Hey, all - if you'd like to provide some feedback for future development on Views, one of our Product Managers is looking for answers to some of her questions on how you use views

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  • joe church

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

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  • Nicole - Community Manager

    Hey Joe -

    It's not possible to create a view that would have your CC'ed tickets, however, you can check them under your user profile.

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  • Nguyen Chi Thanh
    How to open more than 14 views??
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  • Nicole - Community Manager

    Hi Hỗ trợ viên 002

    The system will only display the first 12 shared views and the first 8 personal views. There is no way to increase the number of views it will show, however there is an app called Quickie integration which provides an overview of views not shown on the page. 

    For more information, read "Can I increase the number of displayed views?"

    Also, I see that this is your first post - Welcome to the Zendesk Community! I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.

    We look forward to seeing you around the Community. Happy Zendesking!

     

     

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  • 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.

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  • Nicole - Community Manager

    Hey Nate - 

    Apologies for the delayed response. Unfortunately not, the number of views is limited to 12 and those two are not customizable. 

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  • Nicole Grubb

    Is it possible to schedule an export of a view at a certain time?  For example, I export the All Tickets - 30 days view every Monday morning and the reports I use it on don't work correctly if it's exported any other day.  I'd rather not log into Zendesk from home on Christmas and New Year's to export these views.  Is there any way to arrange that?

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  • Nicole - Community Manager

    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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  • Nicole Grubb

    Nicole, I would need a duplicate of all the information that comes out of the "All Tickets-30 days" view (I don't know if that's a default or a custom view).  I'm not familiar with the reports section, so I have no idea if that's possible or how to create it.

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  • Jessie - Community Manager

    Hey Nicole!

    We're not able to help you build custom reports on our end, but we have lots of resources available to help you out. We also have a number of Insights experts amongst our Community Moderators who can help you if you get stuck!

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  • 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? 

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  • Jessie - Community Manager

    Hi Kaitlyn!

    You'd be able to show the custom field with the story point value in it, but you wouldn't be able to cross reference that with data from other fields to product a sum. Views aren't set up to work like spreadsheets. 

    It's a really interesting idea, though! If you'd like, feel free to head over to our Product Feedback topic and post your idea and detailed use case. Our Product Managers are always interested to know the different ways that our customers want to use Zendesk, and figure out ways to help them solve the problems they run into along the way. You can find some helpful information on writing a great Product suggestion here.

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  • Alex Chen

    Is there any thing maybe in a new release or something that updates all the views? All my views (active or inactive) show last updated as today. And some even got the view conditions changed.

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  • Jessie - Community Manager

    Hi Alex! Welcome to the Community!

    I'm not entirely sure I understand your question; do you mean that your Views aren't reflecting changes you've made right away? If so, that's usually down to a browser caching issue. If you refresh your browser, the changes should reflect right away. 

    Let me know if I'm off track!

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  • Alex Chen

    Hi Jessie,

    Thanks for getting back. All our views were kind of refreshed with one view rule changed. We opened a ticket for that but yet not able to figure out why that view was changed and how to prevent that from impacting us in a future refresh.

    Best regards, Alex

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  • Jessie - Community Manager

    Hey Alex!

    Hopefully our Support team will be able to help you get things sorted out. Let us know if you need anything else!

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  • Teri Reblin

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

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  • Jessie - Community Manager

    Hi Teri!

    Ticketing sharing info isn't available for Views by default, but you should be able to work around this with a custom field.

    If you're just looking for a straight up yes/no indicator of whether it's shared or not, you could go with a checkbox. Or, if you want to indicate with whom the ticket is shared, you could use a dropdown menu.

    There are Ticking Sharing options available in Triggers, so you can use that to populate those custom fields, eliminating the need for agents to remember to make that selection. Then you just need to edit your View and drag that new custom field over to the displayed column and you should be all set!

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  • Teri Reblin

    Hi Jessie,

     

    Thanks for the advice. I only have one sharing agreement at this point, so a yes/no column in a view works great for when a ticket is shared. 

     

    Now the problem is, I don't see a way to uncheck the custom field if an agent selects "Unshare Ticket" from the sharing drop-down. It doesn't appear that this "unshare ticket" action can be used in a trigger. Do you have any suggestions for this?

     

    Thanks,

    Teri

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  • Jessie - Community Manager

    Hey Teri!

    I'm thinking that the best way to handle this would be to create a process wherein, when an agent unshares a ticket, they add a macro to the ticket that unchecks the box, and maybe adds an internal note where they can add details, or just a note specifying that the ticket was unshared. It's not totally foolproof, but it should get the job done.

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  • Jessica-Rose

    Hey guys, 

     

    Do tickets with a status of ON HOLD go to a different view? where can I find these tickets once submitted? 

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  • Nicole - Community Manager

    Hi Jessica-Rose, 

    It depends on the conditions of your view. But what you can do is create your own personal where the conditions are Ticket Status Is: On Hold & Ticket: Assignee IS (your name). Once done, all on hold tickets assigned to you agent should show up in that view. 

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