Views are a way to group tickets based on certain criteria. Views can help you determine which tickets need attention from you or your team so you can plan accordingly. Zendesk Support includes some default views.
On Essential, you can use default views, but you cannot modify them in any way and you cannot create any custom views. On Team, Professional, and Enterprise, you can use or modify the default views, as well as create your own custom views (see Using views to manage ticket workflow).
About default views
There is a pre-defined set of views provided by default for the essential day-to-day support workflow. These include:
- Your unsolved tickets
- Unassigned tickets
- All unsolved tickets
- Recently updated tickets
- Unsolved tickets in your groups (not available on Essential)
- New tickets in your groups (not available on Essential)
- Pending tickets
- Recently solved tickets
Opening a view
Here's what a typical view might look like:
Views are displayed as a list in the Views pane, on the left of the screen. The first 12 of your shared views and 8 of your personal views appear in the list. If you have additional views, you can access them by clicking More at the bottom of the list. To change the order views appear in, see Reordering views.
You can sort the tickets in the view by clicking any of the corresponding column headings.
To select and display a view
- Click the Views icon (
) in the sidebar to open the Views list. - Click the title of any view in the list to display tickets in that view.
You can also create new views (see Adding Views). Agents can create personal views for their own use, and administrators can create shared views accessible to all users or groups of users.
16 Comments
Quick question:
Is there any way, by hook or by crook, to add more than 12 general views on the left side pannel? Perhaps a 3rd party tool on the marketplace or any other way we might've overlooked that doesn't involve personal views?
Cheers!
Hey Adetona!
The max number of shared views you can display in the sidebar is 12, and personal views is 8, and there isn't a way to change that at the moment.
You're definitely not the only one who feels there's a need for this functionality; if you'd like, you can add your vote and detailed use case to this post in our Product Feedback forum: Show more views making the view pane scrollable.
I'd encourage you to describe the problem you feel this functionality would solve. Fully understanding the problem helps our Product Managers figure out the way to solve it.
Hey Jessie!
Thanks for the reply. Ideed, that was my second stop, right after this thread but not before doing some digging. When you mention that I should try to describe our usecase in full, should I do it via this channel or in the other thread?
Thanks and have a good day!
Hey Adetona! Sorry for the delay. :)
I'd recommend you put it in the other thread. That's our Product Feedback forum, and the best way to make sure our PMs see it. :)
So I had starter package that was $1 per user per month.
Then I upgraded to Essentials and now I have lost ability to edit views?
What king of business is that?
I never heard of anyone getting less when paying more. It never crossed my mind this could happen.
Hi Denis -
It seems there's some confusion here. The move from Starter to Essential is not an upgrade; Starter was the old version of our most basic plan. Your account was grandfathered in when our pricing and plans changed. Essential is the new version of our most basic plan.
You should have received a warning on your billing page that indicated which functionality would be lost by moving from a legacy plan to a current plan.
Moving from Starter to Essential gives you the ability to have more than three agents on your account, but you do lose several features as a result of the change. I'm sorry that this information wasn't more clearly communicated when you chose to change plans.
Hi Jennifer,
Our customers are asking for a way to export a list of all the tickets they have (or portion thereof). Is there a way to do this?
Hi Mary!
There isn't any in-built functionality that allows users to do this. But if you have an active Help Center they can log in there to see their own tickets and the tickets from their Organization, provided your permissions are set so that they can view them.
Hi Jessie,
I know from customer and Agent feedback, the ability to export from various reports in ZD is very helpful so data can be masaged as needed. I hope ZD will consider adding this to UIs in the future. Thank you.
Hi,
Is there currently a way that an end-user can sort their view? We have had several complaints because it seems that the tickets in the view are in no particular order. Our end-users look at the views to find tickets they may have already submitted and are looking for the solution from out agent in a previous ticket. We are trying to encourage our customers to use this feature and is hard to get them to look at previous tickets when there is no order to how they appear.
From what I can find, it appears that an End-User is not able to sort their views. Please let me know if I am incorrect.
Thanks,
Lara Hines
Hi Lara!
Out of the box, in the My Activities area of the Help Center your end-users can filter their tickets by Status, and re-order them according to the most recent activity:
Is there something else that they're looking for?
Similar to Mary's question from a year ago. Is there a way to Export all tickets and get the "Description" field details out? It's a system field. I'd call it the body of the ticket.
Wanting to do some more advanced reporting and I'm wondering if there's a method of getting that info out somehow.
Thanks
Hey Dan,
You have a couple of options available for exporting your ticket data as mentioned in the following article: Ticket Export Options
If you're on the Professional or Enterprise plan, the easiest option would be Exporting data to a JSON, CSV, or XML file (Professional and Enterprise)
Hope this helps!
I attempted to download the full XML file and it's a really large file approximately 2 Gig in size and it won't open - it keeps crashing on open attempt.
Is there a particular program to open it with or is there a way to get a portion of the file? I think I'm getting back to 2011 with the full and don't really need back that far. I'd be happy with 12-24 mths.
I've tried Word, Notepad and Excel. Ideally we've be able to open it or get it to a CSV file.
Hoping to get a response on my follow up question. I'm stuck otherwise. Thanks!
Hey Dan,
It looks like we missed your previous response so I do apologize for that. You should be able to export to a JSON file which will actually allow for you to select a date range. Screenshot below:
Additionally, you may be able to find an XML to CSV converter online that may also help with getting the information in the format you're looking for.
Let me know if you continue to experience issues on your end.
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