Question
The view I created is missing tickets. Why did my tickets disappear from my views?
Answer
If your tickets no longer appear in your views, it is very likely that the tickets don't match the conditions set for your views.
Views are like frames or filters to your tickets. They display those tickets that match the pre-configured conditions from your views.
To troubleshoot your view
- Click the Admin icon (
) in the sidebar and go to Manage > Views. - Open the view that is missing the tickets and scroll down to the conditions set.
- Open a ticket that is missing from the view and compare it to each condition set in your view.
- Amend the view to include those tickets.
Additionally, views do not include archived tickets. Archived tickets are included in Zendesk Support search results, so you may notice a discrepancy between the number of ticket results shown in a view and the number shown in a ticket search with the same parameters.
If your tickets are displaying in different views, see the article: Why are my tickets showing in multiple views?
2 Comments
Hi,
I wonder what will happen in the following situation:
There is a View ''Escalations''
The view is set to route tickets with tag ''escalations'' and
Status is ''Open''.
If we have ticket that is tagged with ''escalations'' and it's with status ''New'', where will it go?
We are having couple of views and I have noticed that just small mistake in creating the rules for that view, can cause to miss emails from customers. I wonder if the tickets that doesn't meet all rules for one view, can be seen somewhere?
Regards,
Rose
Hey Rositsa,
Since your view is looking for only Open tickets, the new status tickets would not show up in any view unless you had another view configured. Your tickets would still be available in Support, the view just wouldn't show them. If you'd like to show both New and Open tickets, I would recommend using the Status > Greater than > Pending condition.
Unfortunately there's no condition to set up a view to show tickets that aren't within another view. Updating your existing view with the above condition I provided should resolve the issue.
I hope this helps!
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