Using views to manage ticket workflow

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104 Comments

  • Janine Driessen

    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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  • Brett - Community Manager

    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 - Community Manager

    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 - Community Manager

    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 - Community Manager

    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 - Community Manager

    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 :-/

    1
  • 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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