View recipe: Creating views for a specific ticket channel

If your workflow requires all tickets to have separate views depending on which ticket channels it comes from, this recipe is handy. This recipe shows you how to create a view that is specific to a ticket channel. 

In this recipe, we show you how to create a view that shows tickets from private messages on Facebook that are unassigned and have not been solved. For more information on how ticket channels are defined, see the article: How are ticket channels defined across Zendesk?

To set up a Facebook private message view

1. Click the Admin icon () in the sidebar, then select Manage > Views.
2. Click Add view.
3. Add a title to your new view.
4. Add the following conditions under Tickets must meet all of these conditions to appear in the view:
   • Status | Less than | Solved
   • Assignee | Is | -
   • Channel | Is | Facebook Private Message You can change the ticket channel to any channel you want to include in the view.
5. Under Formatting options, select the columns you would like to show in your view. 
6. Click Save.

For more information about how to manage your views, see the article: Creating views to manage ticket workflow.