Accessing and using the Views admin page

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9 Comments

  • Michael Stanowski

    When selecting reorder, there's no way to use sort functionality to reorder views. Can this please be added? For use cases where there are hundreds or thousands of views, manually sorting is a futile task and it'd be useful to for example, alphabetize views.

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  • James Green

    Is there a way to sort by email status? I'm in the views edit page, and have a bunch of options for formatting the view, but I don't see status as an option. 

    Is this a thing? :) 

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  • Russell Chee
    Zendesk Customer Care

    Hey James,
    I hope you are doing well and taking care of yourself! I'm more than happy to help you on this.
    I just wanted to check what do you mean exactly by "email status?" Would you mind sharing an example or use case and elaborating a little more around it?
    Let me know when you get a chance!

    Russell Chee | Senior Customer Advocacy Specialist | Melbourne, Australia

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  • James Green

    Hey @...,

    Thanks for the assist. I mean being able to sort by new/open/pending... the only sort column that comes close is "updated", but I'd love for all currently open tickets to be sorted to the top of our unassigned queue, if that makes sense. 

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  • Russell Chee
    Zendesk Customer Care

    Hey James,
    Thanks for your response, it is much appreciated! The closest workflow to this would probably be adjusting the View so in the "Order By", it goes by status and the same for "Group By". Give this a shot and let me know if this workflow works for you. For more information, check out our article here on it!

    Russell Chee | Senior Customer Advocacy Specialist | Melbourne, Australia

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  • James Green

    Ah, ok great. I changed order and group by, and made them both descending. I'm going to see if that changes the way they sort upon status change.

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  • James Green

    @... I think we're getting closer. I'm doing order by status and group by request date. It puts things in chronological order and sorts by status. However, my fear is that new will always sort first (as new tickets come in), and open tickets will never get addressed. Does that make sense? 

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  • Russell Chee
    Zendesk Customer Care

    Hey James,
    Thanks for your response along with the update and testing on your side. You are definitely not wrong on that. I just quickly whipped up a test view on my own test account and left some tickets as "open" whilst sending in new tickets into it and it appears that "new" tickets populate at the top of the view. I can see how this will bury the "open" tickets that you are ideally looking to track.
    If you are looking to track current open tickets at play, have you considered building a view to only display open tickets and then set other parameters around it on the sort order so you can see which ones need to be actioned/updated? Just trying to think outside the box on this one with you :)

    Russell Chee | Senior Customer Advocacy Specialist | Melbourne, Australia

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  • James Green

    It's funny, I spent some time thinking about it and think I'm going to do exactly what you're recommending, where I build a new view with just new and open tickets, and allow it to sort by request date. That way it sorts out the pending tickets on it's own. :) Thank you for the help! I'll be back if this gives me grief.

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