Creating views to manage ticket workflow

Return to top
Have more questions? Submit a request

155 Comments

  • Andrew Chu

    Hi Zendesk team,

    Please help asap with this problem here. I don't seem to find any ways to have the newly created views moved to be displayed on the list of available views. I can only see the new views by clicking "More" to see the list of all views created, which directs me to the Admin section.

    Any way that I can move a newly created view to be displayed in the list shown in "View" section? I tried the "Move to first position" option in Admin page already but nothing's changed

    1
  • Ian Pylvainen

    Hi, we'd like to create a view that shows both tickets hitting SLA soon as well as the ones that have already broken SLA. However, it seems that it's not possible to add conditions for checking "hours until" or "hours since" to the "can meet any of these conditions" section - is that correct or am I missing something here? If so, is there any technical reason for this or can this be added as a feature?

    0
  • Kuldeep Patidar

    Hi Team,

    Currently we're using 'play' button function in Zendesk to automatically feed the next ticket in the Queue.

    However, we are wondering if we use the Grouping feature to filter group based on value of a custom fields in a tickets (example: Assignee) and then ordering those tickets with another fields like Latest update or something. Can the 'Play' button still be used to handle the ticket in the same queue?

    Any information that you could share would be greatly appreciated.

    Best,

    Kuldeep

    0
  • Eduardo Prato

    Hi all,

    How could I create a view of tickets that are 'Tasks' but have no 'Due date' (i.e. when the task was created no 'Due date' was selected).

    Any help will be greatly appreciated.

    Regards,

    Eduardo

    0
  • Heather Rommel
    Community Moderator

    Hi Eduardo Prato,

    I don't see a native way to look for tickets where Due Date is not present. So what I'd do in this situation is create a view with all Tasks and put the sort order by Due Date.

    0

Please sign in to leave a comment.

Powered by Zendesk