Using views to manage ticket workflow

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81 Comments

  • Robert Orzanna (Sheetgo)

    How can I show more views? It only shows 14 although I created 20.

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  • Nicole - Community Manager

    Hi Robert - 

    You can only see up to 12 public views and 8 personal views at a time. If you have more, it will be paginated, but there's not a way to show more. 

    0
  • Robert Orzanna (Sheetgo)

    >  If you have more, it will be paginated, but there's not a way to show more. 

    How do I use pagination? For me I don't see any pages.

    0
  • 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
  • Robert Orzanna (Sheetgo)

    Ricardo, testing it. Thanks for mentioning!

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  • Minh Thu

    Hello,

    Our emails in "Solved ticket" folder were disappeared after 1 day to submit as Solved. We would like keep all emails.We try to modify in Admin/Views/Recently Solved Ticked but It's blocked.

    Could you please help us to find what's the reason? and how we can fix it?

    Our product pricing : support: $9 per agent/month.
    Thanks for your feedback

    THU

    0
  • Nicole - Community Manager

    Hi Minh - 

    Here's a post about how you can view all of your solved tickets.

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  • Steven

    We are a European company with views in 7 different languages. As a manager I want to see how many tickets are in which view at every time of the day without having to manually click 'more'. Why it's not possible to add more views to the main page is really beyond me. There is so much unused space. Even a scroll bar like suggested in another thread would be a very welcome addition. As a quality of life change, this should be high up on the development road map. 

    The current views are fine if you are a small company, but if you're using Zendesk in a company with a big variety of customers/languages then this is a very inefficient way of working. 

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  • Jessie - Community Manager

    Hi Steven! Thanks so much for sharing your feedback on this!

    If you're wiling, it would be great if you could cross-post your feedback and detailed use case to this thread in Product Feedback. This is a Zendesk-created discussion that is actively monitored by some of our Product Managers as we gather information to help us scope potential improvements to how Views work in Support. I know they'd appreciate your input!

    0
  • Bill Cicchetti

    I understand you cannot modify or delete the view for deleted tickets but why can you not remove it from displaying in your list?

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  • Zach Wermich

    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!

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  • 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
  • Cyrup

    What does 'Ascending/Descending' mean? I can't work out how these are defined. 

    When grouping a view of new tickets by Ticket Form and Ascending/Descending it does not appear to be either alphabetical or following the order the Ticket Forms show in the Ticket Forms section of Admin.

    Ideally, I would like my new, unassigned tickets to be grouped by categories of Ticket Forms that I can determine, and then ordered oldest > newest. Currently, I can only have them Ordered by Request Date.

    0
  • Ben 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
  • Cyrup

    Alright, thanks Ben!

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

     

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  • Jessie - Community Manager

    Hi Cyrup!

    That's correct. I have a point of clarification though; do you want the the ticket forms to be listed in order from oldest to newest? Or the tickets from each form to be listed from oldest to newest?

    If it's the latter, you can set up the view to be organized in that way:

    View ordering

    That will group your tickets by form, and the headings for that will be listed as described in Ben's comment; then the tickets under each ticket form will be listed from oldest to newest by Request Date.

    Let us know if you have any other questions!

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  • Ben Koehler

    The longer work-around would be to recreate them in the order you're hoping for them to appear in the view. 

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  • 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

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  • Rroper

    Under the Formatting Options > Group By the field Tags doesn't appear to be an option? Is there a way to add the Tags field as an option to Group tickets within a View?  Thanks! 

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  • gema budi

    how the settings added ticket view grouped for 1 month ago ?

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  • 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.

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