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Managing your views



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Jennifer Rowe

Zendesk Documentation Team

Edited Sep 23, 2024


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47 comments

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


how can you show more than 10 views

 

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Nicole Saunders

Zendesk Community Manager

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. 

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if I disable the default views and add 12 of mine own, they do not show,.  why is that

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Brett Bowser

Zendesk Community Manager

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!

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How would I organize the view by the time it was moved to the group?

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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.

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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


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.

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Beau P.

Zendesk Customer Care

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


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.

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HI James, 
 
Kanban functionality isn't built into Zendesk natively. Have you seen the Ora App integration? https://www.zendesk.com/apps/support/177649/ora/

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Why can't I add tickets to Views by subject? I can sort by other criteria but not by subject.

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Hi Trish, and welcome to the community!
 
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).

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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


Is there a way to restore a view that has been changed, to the previous view?

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Hi Aaronsn,
 
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

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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.

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Christine

Zendesk Engineering

Hi Joe,

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!

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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

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Christine

Zendesk Engineering

Hi Joe,

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.

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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

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Arianne Batiles

Zendesk Customer Care

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. 

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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

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Audrey Ann Cipriano

Zendesk Customer Care

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 :)

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Is there a way to persist the filters or a way to predefine them via a url? 

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Tony

Zendesk Customer Care

Hi Chris,
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,

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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?

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Zsa Trias

Zendesk Customer Care

Hello Stefan,

There are view conditions that are related to SLA that you can use. These are:

  • Hours since last SLA breach
  • Hours until next SLA breach

Please see this article for more information: Creating views to manage ticket workflow

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I'm needing to audit all views and who they are available to. Is there a way to export the views list?

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