Managing your views

Fastpath: Admin Center > Workspaces > Agent tools > Views

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.

This article covers the following topics:

• Editing a view
• Filtering the list of tickets in a view
• Deleting and deactivating a view
• Exporting a view to a CSV file
• Sharing 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

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. Click the name of the view you want to open for editing.
3. Modify the title, conditions, formatting, and availability as needed.
4. When you are finished, click Save.

To edit a view from the views list

1. In Support, click the Views icon () in the sidebar, then select a view.
2. Click the Actions menu in the upper right, then select Edit view.

   

3. Modify the title, conditions, formatting, and availability as needed.
4. 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.

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

1. In any view, click the Filter button.

   

   Tip: If there are no filterable items in a view, the Filter button will not be displayed.
2. 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.

   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.

   

3. When you are finished, click Apply filters.

   The view is filtered based on the options you configured.

   Each filter is shown as a tag above 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.

   

Tip: If a view doesn’t show any tickets after you filter it, try refreshing your web browser window.

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

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. 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

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. Click the Inactive tab.
3. Hover your mouse over the view you want to delete, then click the options menu icon () and select Delete view.
4. Click Delete view to confirm the deletion.

Exporting a view to a CSV file

You can export a view to a comma separated values (CSV) file. The CSV file will contain an entry for each ticket and all its associated ticket information in the view.

Note: Because of the processing involved in generating a CSV file, you can export a view only once every 10 minutes. If there is less than 10 minutes between requests, you will receive an error message.

Community tip! Check out Serge's community tip for exporting views in our Community.

To export a view to a CSV file

1. In Support, click the Views icon () in the sidebar, then select a view.
2. 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.

Tip: Larger views might fail to export, even though they display correctly in the Support console. If you don't receive an email with the download link, consider modifying the view to return less information, or using the Zendesk API to retrieve the information you need.

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

1. In Support, open the view you want to share.
2. From your web browser address bar, copy the URL to the view.

You can now share this URL with other agents.