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
Stephane Gonthier
Is there a limit on how many records can be listed in a view?
I am trying to have a view to list all the tickets we have had historically, but I seem to be limited by about 1.6k records.
If there is no limit, then I am clearly hitting a problem with the way I have built my view and might help. :)
1
Viktor Osetrov
Did you try - To export a view to a CSV file?
Hope it helps
1
Judd Higgins
How can I edit a view to move all of 50+ conditions from "Meet Any of the conditions" to "Meet All of the conditions"?
Someone else created this View and I do not have the time to manually recreate 50+ conditions.
Thanks for your help!
1
Christophe A.
I searched on our Marketplace but I didn't find any app to do that.
The workaround to quickly move all your "Meet any of the conditions" to "Meet All of the conditions" will be to create a script using the Zendesk API:
Hope it helps a bit.
1
Ricardo Diaz
Hello,
Is it possible to create a view for an SLA breach of 30min?
1
Vijayakumar Harapanahalli
I need to schedule view to share the exported data to distribution list. is it possible?
1
Dane
The condition is only for hours, Hours until next SLA breach. Hence, the lowest that you can designate is 1 hour.
1
Jessica Gardner
I'd really like to be able to look at a ticket and see which views it should appear in. Is there any way to do that, or is it on the roadmap?
2
Sydney Neubauer
Jessica Gardner +1 to your question. This would highly benefit our team as well. Especially to ensure that any tickets handle, always shows in at least one view
1
Paulo TEIXEIRA
The menu agent tools can't be selected ?
Why ?
2
Paulo TEIXEIRA
Why the option "Agent tools" it's off ?
2
Joyce
When you open or access a ticket, there's currently no option to see which view it would appear in. You need to go to the actual view page to see the list of tickets captured on it. We understand the benefit of having this feature in your workflow. I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds.
Hello Paulo,
The "Agent tools" menu is visible to the administrators of the account and to some agents whose access has been enabled to it by their admins. It's possible that your role doesn't have permission to view any of the options under this menu hence you are not seeing this in your account. We recommend reaching out to your account administrator to request access.
1
Wasim Akram
Can you explain how we can make a view for unassigned Incidents, placing the ones with the highest priority and oldest creation time at the top? Now if this is possible, how can we use the result of this view into a dashboard as a widget?
1
Rajeswara Rao Devavarapu
Hello All,
In Zendesk 'Deleted tickets' view, I want only admin role users can able to delete tickets from this view. all other role users should not have access to delete those tickets.
How I can achieve this.
1
JR Lausin
I don't believe you can just restrict agent to a certain view from deleting but what you can create a custom role so that agents with certain role won't have access in deleting tickets.
On Enterprise plans, you do not set ticket deletion and redaction permission globally for all agents. Agent permissions are determined by the agent's custom role. See Creating custom roles and assigning agents.
1
Ron Thomas
Can we share views with just 1 person instead of a whole group?
0
Audrey Ann Cipriano
Hi Ron Thomas it's currently not possible to share a view with just once person, as a workaround, you can create a group with just the one member you need to share it with :)
Hope this helps!
0