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.