Working with views in the Support mobile app

What's my plan?

Support

Any plan

You can access up to 12 global and eight personal views from the Zendesk Support mobile app.

This article covers the following topics:

• Accessing views
• Sorting tickets in a view
• Deleting tickets in bulk
• Editing tickets in bulk
• Merging tickets in a view

Related articles:

• Working with tickets in the Support mobile app
• Searching data in the Support mobile app

Accessing views

You can access views from the Tickets screen.

To access the Tickets screen

• iOS users: In the bottom toolbar, tap the tickets icon ().

  Android users: In the left navigation menu, tap the tickets icon ().

The Tickets screen opens, and the most recent view used is displayed.

To access a different view

1. Tap the current view header at the top of the screen.

   iOS	Android

   The list of available views is displayed:

   iOS	Android

2. Scroll through the list to locate the view you want to display.
3. Tap the view to open it on the screen.

Sorting tickets in a view

To sort tickets

1. iOS: Tap the top-most sorting group.

   

   Android: Tap the sort icon () in the view header.

   

   The list of available sorting options is displayed:

   iOS	Android

2. Tap the sort option you want to use.
3. To change the sort order, tap the top-most sorting group or sort icon again, and select Up arrow (ascending) or Down arrow (descending).

Deleting tickets in bulk

When you're in a view, you can delete multiple tickets at once, using the bulk delete feature.

To delete tickets in bulk

1. Open the view with the tickets you want to delete.
2. Tap Edit.
3. Tap to select the tickets you want to delete.
4. Tap the Trash icon, then tap OK to delete, or Cancel to keep the tickets.

Editing tickets in bulk

When you’re in a view, you can bulk edit multiple tickets using the bulk edit feature.

To bulk edit on iOS

1. Tap Edit.
2. Select the tickets you want to bulk edit.
3. Tap the Pencil icon in the bottom navigation.
4. In the dialog, you can select what you would like to change on those tickets:
   • Subject
   • Add a comment
   • Status
   • Assignee
   • Add tags
   • Remove tags
5. Once you have made your selection, tap Submit to apply your changes.

To bulk edit on Android

1. Tap on the avatar of a ticket or long press on a ticket. The multiple selection view is displayed.
2. Select the tickets you want to edit.
3. Tap on the Pencil icon in the top navigation.
4. In the dialog, you can select what you would like to change on those tickets:
   • Subject
   • Add a comment
   • Status
   • Assignee
   • Add tags
   • Remove tags
5. Once you have made your selection, tap Submit to apply your changes .

Merging tickets in a view

When you’re in a view, you can merge two or more tickets together. See Merging tickets for more information on how ticket merging works.

The processes for merging tickets on iOS and Android devices differ.

To merge tickets on an iOS device

1. Open the view with the tickets you want to merge.
2. Tap Edit.
3. Select the tickets you want to merge.
4. Tap the Merge icon () in the bottom navigation
5. In the search dialog, find the ticket you would like to merge your selection to.
6. Review your changes in the summary screen.

   From here you can update the comment that will be added to the merged tickets.

7. Tap the Merge button.

To merge tickets on an Android device

1. Tap on the avatar of a ticket or long press on a ticket. The multiple selection view is displayed.
2. Select the tickets you want to merge.
3. Tap the Merge icon in the top navigation.
4. In the search dialog, find the ticket you would like to merge your selection to.
5. Review your changes in the summary screen.

   From here you can update the comment that will be added to the merged tickets.

6. Tap the Merge button.