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 export a view to a CSV file or share a link to a view.
Editing a view
You can edit and clone views. Cloning a view creates a copy that you can modify and use for some other purpose. 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.
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.
Filtering the list of tickets in a view
For many support operations, a view might show many hundreds of tickets and it can be a challenge to find the tickets you want to work on. To help, you can use the filter option in any view to limit the ticket results you see. Any filters you apply remain persistent in that view until you sign out.
What can you filter?
You can currently use the following filters:
- Ticket status (if you’re enrolled in the Ticket Statuses EAP)
- Tags
- Priority
- Due date
- Assigned date
- Solved date
- Ticket type
- Latest update
- Latest update by requester
- Latest update by assignee
In addition to appearing in the list, the filter must also appear as an available column for your view.
To apply a filter to a view
- In any view, click the Filter button.
Tip: If there are no filterable items in a view, the Filter button will not be displayed.
The filter options drawer opens.
- In the filter options, configure the items on which you want to filter the view. For example, you could filter by ticket status, assignee and more.
Tip: The items you’ll see in the filter options depend on which view columns you have displayed. For more information about choosing view columns, see Creating views to manage ticket workflow.
- When you are finished, click Apply filters.
The filter options drawer closes and the view is filtered based on the options you configured.
Each filter is shown as a tag in your view. You can click the x in a tag to remove it or you can click Clear filters to remove all tags and revert the view to its original state.
The Play and Actions buttons are not visible when a view is filtered. However, bulk actions remain available in a filtered view.
Deleting and deactivating a view
If you decide that you no longer need a view you can either delete it or deactivate it. Deleting it of course 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.
Exporting a view to a CSV file
Community tip! Check out Serge's community tip for exporting views in our Community.
To export a view to a CSV file
- In Support, click the Views icon (
) in the sidebar, then select a view.
- Click the Actions menu in the upper right, then select Export as CSV.
You'll receive an email notification containing a download link for your CSV file. The email is sent to your primary email account in your user profile.
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.
17 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
how can you show more than 10 views
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.
if I disable the default views and add 12 of mine own, they do not show,. why is that
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!
How would I organize the view by the time it was moved to the group?
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.
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?
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.
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
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.
Kanban functionality isn't built into Zendesk natively. Have you seen the Ora App integration? https://www.zendesk.com/apps/support/177649/ora/
Why can't I add tickets to Views by subject? I can sort by other criteria but not by subject.
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).
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.
Is there a way to restore a view that has been changed, to the previous view?
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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