Using views to sort your branded tickets

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  • Marc Binns

    I've been searching around the admin areas and now the forums, but haven't found a way to sort based on TWO criteria. For example, Priority, THEN, Request date.

    We get a fairly high volume of requests and we use the priority field to alert team members to requests that should "jump the queue". Aside from priority, requests are processed based on age. The problem now is that agents have to always jump to the end of the view each time they visit it, in order to see if there are any new High priority requests they should pick up before others.

  • Elaine
    Zendesk Customer Care

    Hi Marc,

    If you are trying to edit a particular view or create a new view from Admin > Manage > Views, kindly scroll down on this particular view. You should see the settings Group by and Order by side-by-side.

    On your own use case, look for the Priority in the dropdown option under the Group by. Next, look for the Request data in the dropdown option under the Order by. Set both settings with Descending order if you want to prioritize tickets with Urgent or High priority that recently came in on the very first page of the view.

    Don't forget to click on the Save button just below the following settings I have mentioned above. You can always go back to a particular view and change the Group by and Order by settings according to your business workflow.

    Hope I was able to clear this out. Cheers!

  • Marc Binns

    This worked perfectly, thanks @...


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