You can create views to organize your tickets into lists based on certain criteria. You can manage your views by editing, deleting, or deactivating them as needed. You can also share a link to a view with other agents.
If you're looking for information about filtering, sorting, or reordering views, see Accessing and using the Views admin page.
Editing a view
You can edit and clone views. Cloning a view creates a copy you can modify and use for other purposes. If using custom roles, agents will need to be permitted to add and edit personal, group, and global views (see Creating custom agent roles). Agents will receive an error message if not given the permission.
You can edit an existing view by modifying the title so that it's categorized into a folder structure in the Agent Workspace. See Categorizing your views.
To edit a view from the Views management page
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views.
- Click the name of the view you want to open for editing.
- Modify the title, conditions, formatting, and availability as needed.
- When you are finished, click Save.
To edit a view from the views list
- In Support, click the Views icon (
) in the sidebar, then select a view.
- Click the Actions menu in the upper right, then select Edit view.
- Modify the title, conditions, formatting, and availability as needed.
- When you are finished, click Save.
Deleting and deactivating a view
You can delete or deactivate a view if you no longer need it. Deleting it means that it's gone and can't be retrieved. You can instead deactivate views. Deactivated views are listed in a separate table on the Views page and can be reactivated if needed.
To deactivate or activate a view
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views.
- Hover your mouse over the view you want to deactivate, then click the options menu icon
(
) and select Deactivate view.
The view is moved to the Inactive tab. To reactivate the view, select it from the list of inactive views and select Activate view.
If you decide to permanently delete a view, you must first deactivate it as described above.
To delete a view
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views.
- Click the Inactive tab.
- Hover your mouse over the view you want to delete, then click the options menu icon
(
) and select Delete view.
- Click Delete view to confirm the deletion.
Sharing a view
You can share a link to a view with other agents. Normal access permissions based on the availability set for the view apply to the users who click the link.
To share a link to a view
- In Support, open the view you want to share.
- From your web browser address bar, copy the URL to the view.
You can now share this URL with other agents.
47 comments
Hanoch Feuerwerger
Hi i would really like to have a kanban view I assume there is a big request for that and it shouldn’t be that hard plus it has lots of benefits
Thank you
6
Karen Taylor
how can you show more than 10 views
2
Nicole Saunders
Hi Karen,
There is currently a limitation of 12 Views that can be seen at once.
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.
There is currently an active feature request to see additional views, if you would like to add your voice and vote to that request, you can do so here: Views Limitation
@... - If you would like to make an official feature request for the kanban idea, you should post it to the Feedback topic in the community. If you haven't done so before, here's information on how to write an effective feedback post.
-2
Karen Taylor
if I disable the default views and add 12 of mine own, they do not show,. why is that
1
Brett Bowser
Hey Karen,
Can you confirm you set these up as shared views and not personal views? In some cases you may need to do a complete browser refresh for the changes to take effect. Are you still experiencing issues with the correct view not showing up?
Let me know!
1
Aaron
How would I organize the view by the time it was moved to the group?
1
Dave Dyson
Hi Aaron,
There's no option to sort tickets in View by (e.g.) "Hours since Group change"; probably the closest you could get would be to create a View showing tickets for a specific Group, and sorts them by Last Update.
1
Eitan Blumin
Hi,
Any plans to add support for nested views or view categories?
I see that you already did Trigger categories recently. Why not do something similar for Views as well?
5
Aaron
Is there a way to make a shared view show in your personal view too?
More context -- I already have more than 12 shared views so those all show on my zendesk home screen. I am not yet using all 8 slots of my personal views, so I would like to add one of the shared views to my personal views so its visible on the home tab for me.
1
Beau P.
Hello Aaron,
It's not possible for a View to pull double duty on visibility permissions; a specific View is either personal or shared and cannot therefore appear under the displayed list of the other View type. An admin user, however, is able to clone shared Views and designate the cloned copy as personal via setting the Visibility value to "Only Me". Additional details on cloning can be found here https://support.zendesk.com/hc/en-us/articles/203690806-Creating-views-to-manage-ticket-workflow
Beau | Customer Advocate
Ask our Zendesk Community
1
James Russell
Is there a way to have a Kanban board view in Zendesk without having to add an external party? As IT Ops, Net Ops etc are becoming big I would be really surprised if this is not a common ask.
2
Dave Dyson
Kanban functionality isn't built into Zendesk natively. Have you seen the Ora App integration? https://www.zendesk.com/apps/support/177649/ora/
1
Trish Farren
Why can't I add tickets to Views by subject? I can sort by other criteria but not by subject.
1
Dave Dyson
Form a product-philosophy standpoint, it's probably because the ticket subject can be, shall we say, subject to the whims and idiosyncrasies of human language, making it a generally poor choice when sorting tickets to determine which to work on first (which is an important function of Views).
However, if you often encounter keywords in your ticket subjects that would be helpful in prioritizing tickets, I'd suggest creating triggers to tag or set fields on newly-created tickets, and then you can use those fields or tags in your Views (either as criteria for which tickets should appear in the views, or in sorting or grouping the tickets).
1
Trish Farren
Thanks, Dave, for your thoughts. I use macros so the language is the same on each ticket. The problem is I want to put these task reminders in one view and get them out of another view. I'll try the tags and see if that works.
1
Aaron Nakamura-Weiser
Is there a way to restore a view that has been changed, to the previous view?
1
Dave Dyson
Not directly, but if you have access to audit logs, you should at least be able to see what the changes were so you can manually edit the View back to its previous state: Viewing the audit log for changes
1
Joe Ruffino
Nicole S.,
Just to let you know, there is no, More button at the bottom of my list. I have Manage Views, which I have clicked on, but it is for Managing Views.
2
Christine
The "More" button at the bottom of the View list will appear only if you have more than 12 shared views and 8 personal views active. If you have less number of active views, it is expected that the More button won't show.
Hope this clarifies. Thanks!
0
Joe Ruffino
Christine,
So, since I have 12 shared views and 9 active personal views, the more button will not show up? So, the only way to see the 9th Personal view is got to Manage Views, go to Personal Views and do and Open it? It seems a lot of steps to view the last one.
Joe
1
Christine
There is currently an active feature request to see additional views, if you would like to add your voice and vote to that request, you can do so here: Views Limitation
Thank you.
1
Mike Mitchell
Is there a way to include fields in a ticket view that come from Apps? E.g. we use the Aha app to transfer product requests to our engineering team, and we want to be able to report the Aha ticket number and status in the Zendesk ticket view. Possible?
/mike
1
Arianne Batiles
Hi Mike,
You can add a custom drop-down field as a colum in your views. Unfortunately, fields from Aha app are not supported at this time.
1
Matthias Hintner
Hi, Is it possible to display the Requestor's Email address instead of the Requestor's Name in a view?
Only possibility I can see for now is the have a custom field created with the customer's email address and then use this field within the view.
Thanks
1
Audrey Ann Cipriano
Hi Matthias, unfortunately, it's not possible to add the requester's email address as a column in your Views as views can only include ticket properties. You are correct that you can create a custom field for the email address and add it as a column or you can create a query in Explore containing the ticket ID, date (ticket created/solved), requester name, requester email address (etc.), and export it, so that the relevant teams can work on it. Thank you :)
-1
Chris Tanner
Is there a way to persist the filters or a way to predefine them via a url?
1
Tony
I'm afraid that additional filters added on the spot do not persist in views. The only way to do that, is to edit the view itself, and then save the changes so they propagate persistently. Then, change it back when you finished.
Best,
1
Stefan Meingast
i want to build a view that shows me all tickets, where the SLA target has breached or is farther in the future than 10 hours - how can i do this?
1
Zsa Trias
Hello Stefan,
There are view conditions that are related to SLA that you can use. These are:
Please see this article for more information: Creating views to manage ticket workflow
1
Brettany Rhodes
I'm needing to audit all views and who they are available to. Is there a way to export the views list?
2