Views are a way to organize your tickets by grouping them 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.
This article covers the following topics:
About view types
Zendesk Support includes the following types of views:
- Default views. There are a number of pre-defined views created when you open a Zendesk Support account. You can deactivate or edit most of these views; however, the Suspended tickets and Deleted tickets views cannot be edited or removed from your list of views.
- Shared views. Administrators can create views that are available to all agents or to all agents in a specific group. The first 12 shared views are accessible in the Views list (
) .
- Personal views. Agents can create views that available to themselves only. The first 8 personal views are accessible in the Views list (
).
Adding views
Agents can create views for their own personal use. For agents in custom roles, views permissions depend on their custom role setting. Administrators can create personal views, as well as shared views for use by multiple agents.
Community tip! Graeme shares real-world best practices for setting up and using views in this community tip, Views best practices.
- Click the Admin icon (
) in the sidebar, then select Manage > Views.
- Click Add view.
Alternatively, you can clone a view to create a new view based on an existing view (see Cloning a view). Agents in custom roles might not have the option to add a view, depending on their permissions setting.
- At the top of the page, enter a name for the view.
- Enter a Description for your view.
- Select an availability option to determine Who has access to the view:
- Any agent, available to all agents.
- Agents in specific groups, available only to agents in the groups specified. You can enter one or more groups in this field. If you enter mulitple tags, hit Enter between each tag.
- Only you, available only to you as a personal view.
- Under Tickets must meet all of these conditions to appear in the view, add the conditions to define this collection of tickets (see Building view condition statements below).
You can also add conditions under Tickets can meet any of these conditions to appear in the view.
- Click Preview to test the conditions.
- Set the formatting options:
- Drag the view Columns into the order you want. Click Add column to add up to 10 columns.
Status is always shown in the view before the columns. You don't have to add it manually to the table. Multi-select fields are not supported in table columns.
- Under Group by, select the ticket data field you want to group the tickets in the view, then select Ascending or Descending.
Tip: If you select Request date from the Group by dropdown list, any settings you change in the Order by dropdown list will not be applied.
- Under Order by, select the ticket data field you want to use as the default data to order the tickets in the view, then select Ascending or Descending.
- Drag the view Columns into the order you want. Click Add column to add up to 10 columns.
- When you are finished, click Save.
The view is created.
You can manage your view (edit, deactivate, and so on) on the individual view's page, accessed from the Views management page. See Managing your views.
Building view condition statements
As with the other business rules, you select collections of tickets using conditions, operators, and values.
You must have at least one of the following ticket properties in the Meet all of the following conditions section:
- Status
- Type
- Group
- Assignee
- Requester
Some conditions may not be available, depending on your plan.
Condition | Description |
---|---|
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 is used to indicate that the requester has been asked for information and the ticket is therefore on hold until that information has been 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 on-hold ticket status to your Zendesk). 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 Less Than and Greater Than to specify a range of tickets based on their status. New is the lowest value, with values increasing until you get to Closed status. For example, a condition statement that returns only New, Open, and Pending tickets looks like this: Status is less than Solved. |
Ticket: Form | Select the required ticket form.
For more information on ticket forms, see Creating ticket forms to support multiple request types. |
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 ticket group values are:
Group name is the actual name of the group that is assigned to the ticket. |
Ticket: Assignee |
The assignee values are:
Additional value for views:
|
Ticket: Requester |
The requester values are:
Additional value for views:
|
Ticket: Organization |
The organization values are:
|
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 added. Press Enter between each tag you add. |
Ticket: Description | The description is the first comment in the ticket. It does not include the text from the subject line of the ticket.
If you are using the Contains at least one of the following or Contains none of the following operators, the results will consider words containing part of the entered search terms. For example, using "none" for this condition will return (or exclude) ticket descriptions containing "nonetheless". The description condition also pulls data contained within the HTML and the original source of a ticket. |
Ticket: Channel |
The ticket channel is where and how the ticket was created. The contents of this list will differ depending on the channels you have active, and any integrations you are using. For more information about the channels you can configure, see About Zendesk Support channels. For a list of the available ticket channels, see How are ticket channels defined across Zendesk? |
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 Forwarding your incoming support email to Zendesk or the condition won't work. |
Ticket: Satisfaction | This condition returns the following customer satisfaction rating values:
|
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:
|
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. The following field types aren't available as view conditions: Text, Multi-line, Numeric, Decimal, Credit Card, Regex.
Note: Each custom checkbox field must have an associated tag. Otherwise, when you create or edit a view, it won't appear as an available condition.
|
Ticket sharing: Sent to | Checks whether a ticket was shared to another Zendesk Support account via a specific ticket sharing agreement |
Ticket sharing: Received from | Checks whether a ticket was shared from another Zendesk Support account via a specific ticket sharing agreement |
Cloning a view
You can clone an existing view to create a copy that you can modify and use for some other purpose. You can clone a view from the Views admin page or from the views list.
If using custom roles, agents will need to be permitted to add and edit personal, group, and global views (see Creating custom agent roles). Agents will receive an error message if not given the permission.
To clone a view from the Views admin page
- Click the Admin icon (
) in the sidebar, then select Manage > Views.
- Hover your mouse over the view you want to clone, then click the options menu (
) and select Clone view.
- Modify the title, conditions, formatting, and availability as needed.
- Click Save.
149 Comments
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
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.
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.
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!
Oh thank you for the information Jessie. Would you be able to provide a walk through on creating a personal view?
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.
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.
can I create a view of only tickets I've been CC'd on?
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.
How to open more than 14 views??
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!
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.
Hey Nate -
Apologies for the delayed response. Unfortunately not, the number of views is limited to 12 and those two are not customizable.
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?
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.
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.
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!
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?
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.
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.
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!
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
Hey Alex!
Hopefully our Support team will be able to help you get things sorted out. Let us know if you need anything else!
Is it possible to add Ticket Sharing as a column in the table?
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!
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
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.
Hey guys,
Do tickets with a status of ON HOLD go to a different view? where can I find these tickets once submitted?
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.
How can I show more views? It only shows 14 although I created 20.
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