Creating views to manage ticket workflow

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140 Comments

  • Brett Bowser
    Zendesk Community Team

    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

    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 S.
    Zendesk Community Team

    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

    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 S.
    Zendesk Community Team

    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

    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 Bowser
    Zendesk Community Team

    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

    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

    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

    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 Bowser
    Zendesk Community Team

    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

    Hey Brett,

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

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  • Justin

    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

    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 Bowser
    Zendesk Community Team

    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

    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 Bowser
    Zendesk Community Team

    @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

    Thanks for the prompt response Brett!

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  • Brett Bowser
    Zendesk Community Team

    Happy to help :)

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  • Juan Espinosa

    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
    Community Moderator

    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

    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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  • Indy Jordan

     

    I do not find Add View

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  • Sam

    Indy Jordan You either need to scroll further to the right, or you don't have permission to add views. It's in the upper-right corner next to the AZ sort button.

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  • Montana

    Hi there! 

     

    We have long had our views set up so that email tickets are separate from Voicemail tickets, so agents on Voice can handle callbacks from one view and agents on email can power through emails without voicemail tickets. However, I'm finding an issue with the limitations of how we can achieve what would appear to be a simple separation. 

    Basically, if we use channel as the restriction that separates - i.e. channel is not Voicemail for the email view, and channel is voicemail for the voicemail view, we find that email threads created from a voicemail ticket, which happens somewhat frequently in our business, end up in the VM view rather than the email view. 

    I thought of creatively solving this by using Privacy: Has Public Comments instead of channel - if it has public comments, it should end up in the email view, and if channel is VM + it does not have public comments, then it should stay in the VM view. However, this is creating a separate issue where if a customer forwards our support email and another person replies, it creates the internal note flagging issue since they weren't cc'd, thus no public comment happens and those tickets do not make it into a View to be responded to.

    The no-public-comment issue is less frequent than email threads from VM tickets, so we went with this option, but in our business we work with teens and parents, so it is still relatively common for the teen to forward the support ticket to a parent, who follows up and ends up stuck in internal notes with no reply. I just found 17 of those such tickets, with upset parents who never heard back from us on their issues. 

    So, has anyone found a better creative solution? It's like I need more if/then statements on a granular level - like if channel is VM, it needs public comments, while all other channels do not require public comments. Since we cannot control it by subject text, that is also frustrating, as email threads from VMs change the subject from "Voicemail from: ___" to a follow-up subject line, but since that's not an option I am at a loss of the best way to set up these views to be fully effective the way we need them. 

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  • Andreas Schuster
    Community Moderator

    Hi Montana,

    Could you give me an example of such a ticket which shows in the wrong view?
    Also please post screenshots of both view-settings so we can figure that out together.

    Cheers,

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  • Montana

    Hi Andreas Schuster thanks for the response! I've been thinking about this and I realized that the best option may be controlling it with phone groups vs email groups - restricting the VM view to channel VM with Phone groups, but not restricting the email view by channel and instead using a trigger to make a VM with a public reply set to the email group, and using those groups as the filter for the email group. This is just a more challenging solution due to the sheer amount of groups we have across our brands and how incorrectly things will sometimes route or be assigned, but I'm thinking it might be my best option to sort out. 

    To answer your question for my above scenario: 

    Due to some privacy concerns with the multiple brands we serve, I can't publicly post screenshots. However, here's two different settings I have for two of my different views that we use to restrict VM vs Email (i have not included unnecessary additional parameters):

    For a view that restricts by channel, and where we see email threads started from VM tickets stay in the VM view instead of moving to the email view:

    VM View

    All Conditions:

    Ticket: Channel is Voicemail
    Ticket: Group is Phone 

    Email View

    All Conditions:

    Ticket: Channel is not Voicemail
    Ticket: Channel is not Phone call (Incoming)  

    This setup prevents emails sent from VM or Phone tickets from going to the Email View since the channel is VM/Phone to begin with. 

    For a view differentiation that restricts by public comment (since VM and Phone tickets do not inherently have a public comment until the email thread is kicked off):

    VM View

    Any Conditions:

    Ticket: Channel is Voicemail
    Ticket: Channel is Phone call (Incoming) 

    Email View 

    All Conditions:

    Ticket: Privacy has public comments
    Ticket: Group is (current user's groups)

    This setup allows email tickets that start as a VM/Phone channel to end up in the Email view since they now have public comments, but prevents a ticket that only has internal notes (like non-cc'd responders to a ticket) from arriving in the Email view. 

    Does this make sense?

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  • Andreas Schuster
    Community Moderator

    Hi Montana,

    Even though, I'm not a voicemail expert (never used that feature) i think i could have found a reason.
    https://support.zendesk.com/hc/en-us/articles/115015611647-Trigger-conditions-and-actions-referenceThe Ticket channel could maybe still be voicemail, even though it's an e-mail based ticket.

    I think it's best to contact Zendesk Customer Service about this one, since they are able to check your account, I can only make assumptions here I'm afraid.

    Cheers,

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  • Montana

    hey Andreas Schuster I appreciate the help! I actually figured out how to make a trigger to put a tag on these specific tickets that were being impacted, and then used the tag for the view. So now I have restricted my email vies with the Any Conditions: Has Public Comment OR has the tag, so it captures public replies on voicemail channel tickets + forwarded threads with no public reply (where the tag will now live). 

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  • Andreas Schuster
    Community Moderator

    That would have been my alternative solution as well :)

    As soon the filtering gets messed up it's always a good idea to use manually defined tags since Triggers have even more filter options.

    I'm glad you found a way.

    Cheers,

    PS: If you create a custom drop-down field (which is based on those two tags) you can give your agents a way to quickly switch the ticket type, in case you would still have issues with tickets in the wrong view.

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