Creating views to manage ticket workflow

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153 Comments

  • SENDINBLUE SAS

    Hello, is it possible to easily create a view showing only users that have more that two open or pending or on-hold tickets in order to prioritize them in the ticket flow? and set priority from high to urgent through triggers?

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  • Gail L
    Zendesk Community Team

    Hi Guillaume,

    It would not be simple to do this a view based on number tickets open for an individual user, or triggers based on that criteria.

    If you have organizations that you know generate a lot of tickets it is simple to build a view for that organizations tickets, or if you have a group of users who need higher monitoring you could use user tags to group their tickets into a view.

    You could also consider trying an app like Ticket History if you wanted to bring more visibility about ongoing tickets into your tickets to help give agents more context about the big picture with that client. 

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  • Rowgene Ricohermoso

    Hello,

    I noticed today that Staff access is not able to create a Personal View. There is no button to 'Add View'.

    Is there any change recently?

    Thanks,

    Rowgene 

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  • Elissa
    Zendesk Community Team

    Hello Rowgene Ricohermoso,

     

    The staff view by default is set to allow agents to add and edit personal views. That said, an Admin on your account can edit and customize those permissions any time. To do this go to Admin > Manage > People > Roles, find the Staff role and click on edit. This will open up a list of detailed permissions you can customize for that role. You will find the permission related to view creation under the Tools section.

    For more detail see this article: Creating custom roles and assigning agents Enterprise

    I hope that helps! 

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  • Supreetha Rao

    Thanks! Great info

     

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  • Isaac C.

    Hello, 

    How can I transfer a View from the page "Admin > Manage > Views" to the Zendesk page "Views" (below 'Home' and above 'Reporting')? 

    I have 3 views that I can only access them going through Admin > Manage > Views and I want them to be in the main "Views" page like all other views I have. 

    Is this possible? If yes, how can I do it? 

    Thank you

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  • Francois S

    I still not understand why we can't create a view on custom fields & a period for example "this month"

    This are basics for a Service Desk management. 

     

    Zendesk can do stuff I will never understand, like the auto closure at 28 days or archiving at 120 days. 

    Ipo to give the liberty to each company you are blocking us in a way of working that isn't right. 

    Already heard about Audits & Service Reviews ? 

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  • Brett Bowser
    Zendesk Community Team

    @Isaac, If these aren't showing in your views list then most likely you've hit the 12 shared views limit or 8 personal views limit as mentioned in the article above. I'm afraid there's no way to add additional views at this time and the best option here would be to bookmark the 3 views that aren't showing on this page.

    @Francois I understand the need to have more customization options when it comes to views. I'm happy to pass this feedback along to the appropriate team so they're aware of this functionality you're looking for. Appreciate you taking the time to share this with us!

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  • Renato Milan dos Santos

    Hi, there!

    The triggers I created seam to be incompatible with the skills match filter, so I would like to group or order their tickets by Skill match field so agents could prioritise the ones that match, but it is not part of the Group by neither Order by fields drop-down list when adding/editing views. Would that be possible some how?

    Regards,

    Renato

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  • Brett Bowser
    Zendesk Community Team

    Hey Renato,

    I double checked on my end and it doesn't look like there's a way to sort by skills match or order at this time. This is most likely a feature limitation so I encourage you to create a feedback post in our Feedback on Support topic for our Product Managers to view.

    Cheers!

    1
  • Renato Milan dos Santos

    Thanks, Brett!

    The feedback post has just been created: Include Skill match field on Group by and Order by fields drop-down list when adding/editing views.

    Regards,

    Renato

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  • Michael

    Trying to get to the bottom of something.  It appears that employees that are in the staff role and have the ability to "Add and edit personal views" are unable to add a condition of "Organization - is - Some Organization".  They get hung up on pulling out specific organizations, it doesn't work.  Every admin that I've had try this was able to get this populated with no issues.  

     

    This is wrecking a few of my staffers views that were previously created and working using this logic.  Did something change in terms of permissions in regards to what staff can filter by in view logic?

     

    Thanks for any help!

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  • Brett Bowser
    Zendesk Community Team

    Hey Michael,

    Any chance you could provide a screenshot of what your agents see when they attempt to add an organization condition?

    Thanks!

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  • John Engelhart

    Is there a way to create a view based on the SUBJECT description?  For example, my goal is to create a view based on tickets that have the subject line "Company Policy Question".  The only option available is to set the view based on description.  Any suggestions?

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  • Nicole Saunders
    Zendesk Community Team

    Hi John Engelhart - 

    There is not a condition for ticket subject that can be used in views.

    The Ticket: Description condition filters only on the text in the first comment in the ticket. This condition does not filter for ticket subject text and subsequent comment text in the ticket. This means there is not a native condition for ticket subject that can be used in views. However, a workaround is creating a trigger to automatically tag tickets based on ticket subject data.

    You can then use the ticket tag added by the trigger to create a view for tickets with these tags. 

    There is also an active feature request for the ability to use subject as a condition, you can up-vote and add your comments here: Views should include the condition "subject"

    2
  • YU-CHENG LI

    Hi ZD community,

    I'd created a view by a group. However, why didn't I use the section of Recoder page to sort my view of group?
    My role is Admin.


    Thanks in advance!
    By Kyle

    1
  • Monica

    Since the design refresh related to Multiple Group update, the view names don't display on the edit screen as expected.

    I've used dynamic content to name many views. However, if I go to edit them later, you cannot see the dynamic content. The name presented by dynamic content is shown rather than the placeholders. I can't tell the ones that I have converted to dynamic content and others that I may have missed. In testing, it does seem to present the correct translation to the agent when dynamic content has been used.

    1
  • Elissa
    Zendesk Community Team

    Hello Monica,

    I did a great deal of testing in my test account and you are very right! The editable title does not reflect the dynamic content after the initial creation! This is strange but I was able to duplicate it.

    What I was able to find is that if you look at the view through the API, it does show the dynamic content as the "raw_title" at the bottom. So that at least is one way to see which ones have dynamic content and which ones don't. 

    Just in case you're not familiar with the API. If you're looking at a view, you simply replace "agent/admin" in the url with "api/v2". So for example, here's one from my test account https://z3nmountaindog.zendesk.com/agent/admin/views/360163472332, which you can change to this: https://z3nmountaindog.zendesk.com/api/v2/views/360163472332.  Then you can scroll down and see the "raw_title" 

    I hope that helps!

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  • Elissa
    Zendesk Community Team

    Hello YU-CHENG LI,

    Thank you for your patience! I was able to track down why you're having trouble with the "reordering" feature. From the screenshot I can see you have the views filtered by a specific group. As mentioned in this article: Reordering views, if your list is filtered by a specific group, you may not be able to reorder it.

    I hope that helps!

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  • Elliot V

    Thanks for this post!

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  • Bradie Beagley-Reiner

    Multiple links that say "Exporting a view to a CSV file" bring you to this article but I do not see instructions on how to export a view (the organizations, not tickets) to a CSV file - is there another article somewhere that shows you how to do that? 

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  • Brett Bowser
    Zendesk Community Team

    Hey Bradie,

    When navigating to the article you provided it shows me instructions for exporting a view to a CSV file. Can you confirm you can see this on your end form this link?

    Let me know!

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  • Bradie Beagley-Reiner

    Hi Brett, I do see that article but as I mentioned in my comment, I am not looking for a CSV of tickets but of the organizations in a specific view. 

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  • Elissa
    Zendesk Community Team

    Hi Bradie Beagley-Reiner,

     

    I think there's been some confusion! "Views" in Zendesk are things that show lists of tickets that fit certain conditions. Maybe you're talking about a different type of list somewhere else in the product? Can you share a screenshot of what you mean by "the organizations in a specific view"? 

    Are you maybe referring to Customer Lists? Or the list of organizations on your account under your Admin settings?

    Let me know!

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  • Carlo de Lieto Vollaro

    Hello,

    we have multiple Views in our Zendesk account. Is there a way to increase the number of shared views available for all the agents? How can we see the tickets of the views that are over the 12th position?

    Thank you,

    Carlo

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  • Elissa
    Zendesk Community Team

    Hi Carlo de Lieto Vollaro

    Unfortunately it is not possible to change or increase the number of visible views on the sidebar past 12. 

    What your agents can do though is click the More button at the end of the list and it will take them to a list of ALL views they have access too (public views and their own personal views) where they can open which ever view they want.

    I hope that helps!

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  • Annelies Schueler

    Hello, 

    I have a my views in order but I noticed some tickets are some how not visable in my "views". Is there a possibility or query which can show what ticket numbers are NOT shown in any of the  separate views but are in fact tickets? 

    Hope you could help me!

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  • Nicky Clark

    We have a very similar requirement to the comments from Elvis from 4 years ago. The 'Latest Update' sorting is not useful for us, as it means any agent touches (adding internal notes, updating ticket settings, assigning the ticket, setting an Organization for new users - all actions which are essential to our workflow) results in inaccurately bumping the ticket down the queue. This is unusable for us. 

    We currently use 'Last Updated By Requester', however this is also extremely limited because a huge volume of our tickets have other users CCd on the request. Any time a CC replies the ticket appears much older than it is, so is inaccurately bumped up the queue because it wasn't the original requester who replied. This means we need to manually monitor and skip over these tickets until they do actually need attention. 

    Elvis's suggestion of a 'Last public reply' is a very good suggestion that we could work with, though to us a 'Last non-agent update' option would be the gold standard.

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  • Dan Vega

    I made a Minerva recipe to help you walk through setting up a new view. Minerva is a guide that shows you where to click, and what to do next so you can set this up on your own account. You can follow the link here for the step by step instructions:

    https://www.minervaknows.com/howto/minervateam-zendesk-com-how-to-add-a-view-yurkrhxptqk2.html?utm_source=forums&utm_medium=dan&utm_campaign=zendesk

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  • Chris Corr

    Hi i am trying to create a ticket view which shows all of the ticket for a specific organisation. We know that there are about 3000 tickets, but when i create the view in the admin panel if only shows 400. I have kept the conditions very simple. Any idea why?

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