Creating views to manage ticket workflow

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112 Comments

  • Brett - Community Manager
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    Hi Janine,

    The subject line of a ticket is considered a separate field from the Ticket: Description field which is why that information is not included. That being said, you can use Triggers to look for keywords/strings and then apply a certain tag.

    Afterwards you can configure your views to show tickets that contain that specific tag. I've attached a couple of example screenshots below:

    Trigger:

     

    View: 

    Hopefully that gets you relatively close to what you're looking :)

     

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  • Allison Ramsey-Henry
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    Is there a way to add an additional sort? I am using Group By and Sort By, but I could use an additional Sort By value to make the view really useful.  A work-around would be fine, I can't figure out any way to have multiple layers of sorting in a view.

     

    Thanks!

    Allison

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  • Nicole - Community Manager
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    Hi Allison -

    There's not a way to apply two Sort By filters, but once you're within the view, you can click on any column to sort further by that column. Would that help for your workflow?

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  • Allison Ramsey-Henry
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    Nicole, 

    Thanks for getting back to me so quick.

     

    When I click on the column it clears all the previous grouping and ordering that I established in the view setup. So I still can't get that third level of sorting. Am I doing it wrong?

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  • Nicole - Community Manager
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    Hey Allison,

    We may be talking past one another. :) To make sure I'm clear on what you're trying to do, can you give me an example?

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  • Beth Reiten
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    I'm trying to create a view that shows our inbound shares and displays the instance that shared the ticket with us.  Is there a way to do this?

    Example: We receive shared tickets from X.zendesk.com, Y.zendesk.com and Z.zendesk.com.  When the view is used, one of the columns should be whether the ticket came from X, Y, or Z.

    When you set up the initial conditions for the view, you can select "Ticket sharing: Received from" as a condition, so the information is definitely there.  How do we display that information in the actual view?

    Thanks!

    Beth

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  • Brett - Community Manager
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    Hi Beth,

    I did some testing on my end and it doesn't look like there's a Ticket Sharing column you can add to the view itself unfortunately. That being said, you could use a custom drop-down field as a column within your views. This would require some additional configuration on your end but what you could do is create a Ticket Sharing custom drop-down field and set up some Triggers that automatically set the field value based on the Ticket sharing: Received from condition.

    I realize this isn't the easiest solution but it should hopefully get the job done for you.

    Let me know if you have any questions regarding the above :)

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  • Yeny Rubiano
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    Hi guys,

    Under "Views" > Edit > "Formatting Options" there is a "Latest update" token that displays the date as: Month / Day / Time.

    Is it possible to change its time format to "### Days Ago"? Or any way to create a new token for this custom "View"?

    Thanks!

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  • Jimmi Persson
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    Hi

    Is it possible to make the view regularly update on the amount of tickets? We are a small upstart company, so we do not have that many tickets coming in. But I would like to have the "all unsolved tickets" open on my second screen, so I can react when tickets are coming in. But at the moment I have to refresh the page for the tickets to arrive in Zendesk.

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  • Janis Polis
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    Hi,

    I have a view for my team that enables them to see Recently updated open tickets. However this is limited by a fact that, as far as I can find, it is only possible to add the role of the Updater, but not the name. So, in a scenario where there are Collaborators to the ticket, or multiple agents are contributing to solving the ticket, agents still have to open the ticket to see who the was the person who provided the latest comment. 

    Is there a possibility to include updater name in a view or any viable workaround?

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  • Brett - Community Manager
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    Hey Janis,

    The view can only display the updater role and not the name of the updater unfortunately. That being said, if you hover over the ticket in your view it should show the recent updater as well as their update. Sample screenshot below:

    Apologies for not being able to provide another alternative at this time :-/

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  • Janis Polis
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    Hey Brett,

    This is a good tip, thanks, we will be using it.

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  • Justin
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    Is it possible to exclude a single group from seeing a View? For example, if we want "recently solved" to be available to all groups except one, is this possible? Or, do we need to clone the view so we have one copy for each group?

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  • Thomas Kowalzik
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    How could I create a view that displays only tickets with a task that is due?

    How does a "due" task actually influence the tickets? Currently I cannot see any optical effect on tickets that have a due task at all. Are they just two fields that actually do nothing than being filled by the user?

    I want to create two views like: "My due tasks" and "Team due tasks" where only due tickets are shown and all other tickets are hidden which have a due date in the future.

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  • Brett - Community Manager
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    Hey Thomas,

    If you'd like to create a view to show upcoming tasks you could use conditions similar to the following screenshot:

    You can also add the Due Date column to your view for easier tracking. As for showing your due tasks in one view and team view tasks in another view, you can use the Ticket: Assignee > is along with the Ticket: Group > is conditions.

    I hope this points you in the right direction!

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  • Patrick Kelly
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    Hi Brett!

    We're trying to build a view that helps us see tickets where:


    Customers (requesters) have sent us a response more than 24 hours ago but we have not yet responded (public reply). Any tips on the rules I would build?

    This is what I tried but it seems a bit off!

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  • Brett - Community Manager
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    @P Kelly I believe if you just remove the Hours since assignee update that should get you the results your looking for. If your agents are setting the ticket to Pending status when they respond then once the requester replies the status should switch back to open. You could also add the Hours since open condition to your view.

    Hope this helps!

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  • Patrick Kelly
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    Thanks for the prompt response Brett!

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  • Brett - Community Manager
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    Happy to help :)

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  • Juan Espinosa
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    Good Afternoon,

    Is it possible to hide all views from agents? What I'd like to accomplish is hide the views as we have tickets automatically assigned via the "Playlist App" and do not want agents to see views rather just work via automated. 

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  • Heather Rommel
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    Hi Juan,

    Yes! You have to go into each View, scroll to the bottom and select Me Only (or perhaps restrict to a Management group?)

    The other thing I would double check is if you have Enterprise, you might want to go into the Role associated with Agents that you'd like to restrict and ensure they don't have more than "Play views only" permission. I'm thinking in case they have a personal view set up already?

     

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  • Sam
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    Where can I find documentation on all of the undocumented placeholders? It appears that Zendesk has a few that aren't mentioned in the placeholders reference.

    For instance, the following is not documented anywhere:

    {{zd.pending_tickets}}

    This placeholder outputs "Pending tickets" in any field where placeholders are allowed. What else is there?

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