Why did my tickets disappear from my views?

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  • Rositsa Pavlova


    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? 





  • Brett Bowser
    Zendesk Community Team

    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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