Creating views to manage ticket workflow

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  • Guillaume Rieu
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    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?

  • Gail L
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    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. 

  • Rowgene Ricohermoso
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    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?



  • Elissa
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    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! 

  • Supreetha Rao
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    Thanks! Great info


  • Devan
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    Hey everyone!

    On Thursday, June 4th, from 9:00am-11:00am CDT, the community will have a special team of experts on hand to answer your questions on "How to set up and customize Views to manage ticket queues" in your Zendesk Support instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include: 

    • What it is you're trying to do
    • What you've tried so far 
    • Any other context or relevant information 
    • Screenshots, if you have them

    Questions posted to this topic in advance of the start time will be answered first thing on the 4th, so if you've got something you want our experts to look at, post it today!

    What kinds of questions will you answer?

    We'll answer questions about how to set up and customize Views to manage ticket queues. We can also troubleshoot existing issues you have in your account. 

    Is there anything you won't answer? 

    We may not be able to speak to some product feedback requests or roadmaps for Support. If you would like to share product feedback about any Support related features, that should get posted in the Support Product Feedback Topic. 

    See what has been posted in our AMA topic here!


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