Using views to manage ticket workflow

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109 Comments

  • Nicole - Community Manager
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    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. 

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  • Robert Orzanna (Sheetgo)
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    >  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.

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  • Ricardo Alfaro
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    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/

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  • Robert Orzanna (Sheetgo)
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    Ricardo, testing it. Thanks for mentioning!

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  • Minh Thu
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    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

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  • Nicole - Community Manager
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    Hi Minh - 

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

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  • Steven
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    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 Schutz
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    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!

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  • Bill Cicchetti
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    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
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    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
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    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.

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  • Cyrup
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    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.

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  • Benjamin Koehler
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    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! 

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  • Cyrup
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    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 Schutz
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    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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  • Benjamin Koehler
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    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
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    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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  • Rob Roper
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    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
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    how the settings added ticket view grouped for 1 month ago ?

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  • James Sanford
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    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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  • Robert Dennis
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    Hey, Is it possible to order the tickets in a view based on the latest comment?

    By latest update won't work because it will take also the status update into account and we have some automations that change it.

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  • Rob Roper
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    Thanks James! 

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  • Benjamin Koehler
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    Hello,
    Latest Update by Requester is the closest we would be able to come on an order that doesn't include non-comments.

    There are additional Conditions you could use to filter, including Hours since creator update, but those would affect which tickets are shown, now how they are ordered.

    Ben Koehler
    Customer Advocate
    bkoehler@zendesk.com

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  • Pedro Rodrigues
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    Any chance Zendesk could consider a shorter translation for the Spanish version of the SLA header title in Views? Or wrap it and make the "cell" a bit higher.

    The way it is now makes it very difficult to position it at the leftmost section of a View, since it eats most of our agents' interface, so we are forced to put it at the rightmost side of the view:

    Even if you'd only name it "SLA" (or "SLA breach"), I bet no one would mind :)

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  • Grant Foster
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    Hey team,

     

    Is there any way to get ticket views to extend past 3 months? Trying to run a report for tickets from 2018 (based on a specific field) but "Views" will only let me see back to September 2018. Support said it wasn't possible but would be a great feature.

     

    Cheers,
    Grant.

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  • Brett - Community Manager
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    Hi Grant,

    It sounds like you'll want to use the Core API to pull this information since you won't be able to capture all the data you're looking for with views.

    The other two options you have is to use the Data Export feature that is available on the Professional or higher plan or Insights. to generate a report.

    I hope this points you in the right direction!

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  • Valentina Ferro
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    Hello there,

    Is there a way to have a view to see tickets closed without an answer, and from a specific Agent?

    Thanks a lot.

    Valentina

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  • Brett - Community Manager
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    Hi Valentino,

    Views can't look at the number of responses within a ticket, however, you may be able to set up some sort of trigger that tags a ticket as soon as it's updated with a public response from an agent. Then create a view to show the number of tickets assigned to a particular agent that doesn't have this tag. You'll want to keep in mind that archived tickets will not show up in views. See more information in our About ticket archiving article. You can also use Insights to pull a list of tickets that don't contain that tag which will account for archived tickets.

    I realize this isn't the solution you are looking for since this will only account for new incoming tickets but hopefully this helps in some way.

    Let us know if you have any other questions :)

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  • Valentina Ferro
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    Hi Brett,

    Thank you for your reply.

    I have another question: my team and I would like to know if there's a way to see the amount of tickets assigned to a specific person within a specific time frame and, of these, how many they have solved.

    Thank you very much.

    Valentina

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  • Janine Driessen
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    Ticket: Description : It does not include the text from the subject line of the ticket.

    Why is this? Is there a way to create views based on subject lines? 

     

    Regards,

    Janine 

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