A targeted view can help you quickly clear the queue of high-volume tickets when you experience a sudden spike in tickets. This recipe will show you an easy way to build a view that focuses on one kind of ticket and surfaces them to the right people, so your agents can quickly power through those tickets without the distraction of other issues.
Part 1: plan
- If you have not already done so, create an About field and apply it to your tickets to quickly categorize your requests
- Any ticket field that helps categorize tickets will work, if you are already using custom fields to otherwise bucket your tickets
- If you haven't been using a field like this before now, you may need to bulk update tickets to apply one of the field options
- Decide which types of agents will solve the tickets and make note of their group
Part 2: build the view
- Click the Admin icon () > Manage > Views
- Click Add view
- Enter a title for your view
- Select the following conditions under Meets ALL of the following conditions:
- Select Ticket: Group and select the group you made note of in Part 1
- Select Ticket: Assignee > is > [null], so when an agent assigns a ticket to themself, the ticket will no longer display in the view. This will keep your team clear on which tickets are not yet responded to.
- Select the custom field you created in Part 1 (the About field or another ticket field), then select the specific field value you have in mind
- Use Ticket: Status > less than > Pending to focus in on tickets requiring agent action
- Select columns to show some information about the ticket from the view itself:
- Use Ticket: Group if it will help your agents understand what the ticket is about
- Use Ticket: Priority if priority is usually set on these tickets before you agents handle them
- Use Ticket: About field or other custom fields that will help agents understand what action a ticket needs
- Select display options.
- Group by > (no group): Agents should look through all tickets by order. If you already use the Priority field, you may want to group by Priority to help your agents handle high-priority issues first.
- Order by > Request date > ascending to display oldest tickets first
- Available for > Agents in the group you made note of in Part 1
- Instruct agents' activity
- Agents can read information about each ticket from the view, seeing things like priority and subject to gather context
- Agents work from top to bottom or use the Play button so that the oldest tickets are handled first
Part 3: repeat as needed
You may want to create more than one view to capture and surface tickets based on the About field or other categorization. For example, you may end up with multiple topic-based views like this:
You may also want to create a report that tracks the total amount of unsolved and solved tickets using the same custom ticket field values. Keep in mind that altering an existing ticket field's tags has side effects.
If you'd like to further prioritize tickets within these views and surface your highest-impact tickets first, see How to use SLAs to prioritize tickets during high-volume periods.
This view recipe was created by Zendesk customer Daniel C., as a part of our Zendesk Community Moderator program. Read more about Daniel and our other customer moderators here.