Views are a way to organize your tickets by grouping them into lists based on certain criteria. For example, you can create a view for unsolved tickets that are assigned to you, a view for new tickets that need to be triaged, or a view for pending tickets that are awaiting response. Using views can help you determine what tickets need attention from you or your team and plan accordingly.
Many support teams use views to guide the workflow by requiring agents to address tickets in one view first and then others in a specific order. Views can also mirror the support structure you've created. For example, if you provide different levels of service for different customers or manage escalation using a tiered support group structure (Level 1, Level 2), you can create views for each of these scenarios.
This article covers the following topics:
About view types
Zendesk Support includes the following types of views:
-
Default views. There are a number of pre-defined views created when you open a Zendesk Support account. You can deactivate or edit most of these views; however, the Suspended tickets and Deleted tickets views cannot be edited or removed from your list of views.
Note: On Essential you have default views only. You cannot modify default views and you cannot create custom views.
-
Shared views. Administrators can create views that are available to all agents or to all agents in a specific group. The first 12 shared views are accessible in the Views list (
) .
-
Personal views. Agents can create views that available to themselves only. The first 8 personal views are accessible in the Views list (
).
Adding views
Agents can create views for their own personal use. For agents in custom roles, views permissions depend on their custom role setting. Administrators can create personal views, as well as shared views for use by multiple agents.
Community tip! Graeme shares real-world best practices for setting up and using views in this community tip, Views best practices.
- Click the Admin icon (
) in the sidebar, then select Manage > Views.
- Click Add view.
Alternatively, you can clone a view to create a new view based on an existing view (see Cloning a view). Agents in custom roles might not have the option to add a view, depending on their permissions setting.
- At the top of the page, enter a name for the view.
- Enter a Description for your view.
- Select an availability option to determine Who has access to the view:
- Any agent, available to all agents.
- Agents in specific groups (Team, Professional, and Enterprise only), available only to agents in the groups specified. You can enter one or more groups in this field. If you enter mulitple tags, hit Enter between each tag.
- Only you, available only to you as a personal view.
- Under Tickets must meet all of these conditions to appear in the view, add the conditions to define this collection of tickets (see Building view condition statements below).
You can also add conditions under Tickets can meet any of these conditions to appear in the view.
- Click Preview to test the conditions.
- Set the formatting options:
- Drag the view Columns into the order you want. Click Add column to add up to 10 columns.
Status is always shown in the view before the columns. You don't have to add it manually to the table. Multi-select fields are not supported in table columns.
- Under Group by, select the ticket data field you want to group the tickets in the view, then select Ascending or Descending.
- Under Order by, select the ticket data field you want to use as the default data to order the tickets in the view, then select Ascending or Descending.
- Drag the view Columns into the order you want. Click Add column to add up to 10 columns.
- When you are finished, click Save.
The view is created.
You can manage your view (edit, deactivate, and so on) on the individual view's page, accessed from the Views management page. See Managing your views.
Building view condition statements
As with the other business rules, you select collections of tickets using conditions, operators, and values.
You must have at least one of the following ticket properties in the Meet all of the following conditions section:
- Status
- Type
- Group
- Assignee
- Requester
Some conditions may not be available, depending on your plan.
Condition | Description |
---|---|
Ticket: Status |
The ticket status values are: New is the initial status of a newly created ticket (not assigned to an agent). Open means that the ticket has been assigned to an agent. Pending is used to indicate that the requester has been asked for information and the ticket is therefore on hold until that information has been received. On-hold means that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. This status is optional and must be added to your Zendesk (see Adding on-hold ticket status to your Zendesk). Solved indicates that the customer’s issue has been resolved. Tickets remain solved until they are closed. Closed means that the ticket has been locked and cannot be reopened or updated. When selecting a status, you can use the field operators Less Than and Greater Than to specify a range of tickets based on their status. New is the lowest value, with values increasing until you get to Closed status. For example, a condition statement that returns only New, Open, and Pending tickets looks like this: Status is less than Solved. |
Ticket: Form | Select the required ticket form.
For more information on ticket forms, see Creating ticket forms to support multiple request types. |
Ticket: Type |
The ticket type values are: Question Incident is used to indicate that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket. Problem is a support issue that needs to be resolved. Task is used by the support agents to track various tasks. |
Ticket: Priority |
There are four values for priority: Low, Normal, High, and Urgent. As with status, you can use the field operators to select tickets that span different priority settings. For example, this statement returns all tickets that are not urgent: Priority is less than Urgent |
Ticket: Group | The ticket group values are:
Group name is the actual name of the group that is assigned to the ticket. |
Ticket: Assignee |
The assignee values are:
Additional value for views:
|
Ticket: Requester |
The requester values are:
Additional value for views:
|
Ticket: Organization |
The organization values are:
|
Ticket: Tags |
You use this condition to determine if tickets contain a specific tag or tags. You can include or exclude tags in the condition statement by using the operators Contains at least one of the following or Contains none of the following. More than one tag can be added. Press Enter between each tag you add. |
Ticket: Description | The description is the first comment in the ticket. It does not include the text from the subject line of the ticket.
If you are using the Contains at least one of the following or Contains none of the following operators, the results will consider words containing part of the entered search terms. For example, using "none" for this condition will return (or exclude) ticket descriptions containing "nonetheless". |
Ticket: Channel |
The ticket channel is where and how the ticket was created. The contents of this list will differ depending on the channels you have active, and any integrations you are using. For more information about the channels you can configure, see About Zendesk Support channels. For a list of the available ticket channels, see How are ticket channels defined across Zendesk? |
Ticket: Received at | This condition checks the email address from which the ticket was received. The ticket can be received from a Zendesk email domain such as sales@mondocam.zendesk.com, or from an external email domain such as support@acmejetengines.com. The external email domain must be set up as described in Forwarding your incoming support email to Zendesk or the condition won't work. |
Ticket: Satisfaction | This condition returns the following customer satisfaction rating values:
|
Hours since... | This condition allows you to select tickets based on the hours that have passed since the ticket was updated in the following ways:
|
Ticket: Custom fields | Custom fields that set tags (drop-down list and checkbox) are available as conditions. You can select the drop-down list values and Yes or No for checkboxes. The following field types aren't available as view conditions: Text, Multi-line, Numeric, Decimal, Credit Card, Regex.
Note: Each custom checkbox field must have an associated tag. Otherwise, when you create or edit a view, it will not appear as an available condition.
|
Ticket sharing: Sent to | Checks whether a ticket was shared to another Zendesk Support account via a specific ticket sharing agreement |
Ticket sharing: Received from | Checks whether a ticket was shared from another Zendesk Support account via a specific ticket sharing agreement |
Cloning a view
You can clone an existing view to create a copy that you can modify and use for some other purpose. You can clone a view from the Views admin page or from the views list.
If using custom roles, agents will need to be permitted to add and edit personal, group, and global views (see Creating custom agent roles). Agents will receive an error message if not given the permission.
To clone a view from the Views admin page
- Click the Admin icon (
) in the sidebar, then select Manage > Views.
- Hover your mouse over the view you want to clone, then click the options menu (
) and select Clone view.
- Modify the title, conditions, formatting, and availability as needed.
- Click Save.
146 Comments
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?
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.
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
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!
Thanks! Great info
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
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 ?
@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!
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
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!
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
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!
Hey Michael,
Any chance you could provide a screenshot of what your agents see when they attempt to add an organization condition?
Thanks!
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?
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"
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
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.
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!
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!
Thanks for this post!
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?
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!
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.
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!
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
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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