What's my plan?
All Suites Team, Growth, Professional, Enterprise, or Enterprise Plus
Support Team, Professional, or Enterprise
Location: Admin Center > Workspaces > Agent tools > Views

You can create views to organize your tickets into lists based on certain criteria. You can access all of your default views and any views you've created on the Views admin page.

This article covers the following topics:
  • Accessing the Views admin page
  • Filtering the list of views
  • Sorting the list of views
  • Ordering views

Accessing the Views admin page

You can manage all your available views on the Views management page.

To access the Views admin page
  • In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.

    On the Views management page, views that are active and shared with all agents appear by default. Click Filter to access the set of views you want and then use the search to narrow the results within that filtered list.

    The total number of views that match your current filter appears at the top of the list of views, directly below the filter. If you have a large number of views, the list is paginated in pages of 100 views.

Filtering the list of views

You can filter the list of views by their status and the availability applied to them. You can then search within that list of views to narrow down your results.

To filter your list of views

  1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
  2. Click Filter.
  3. Select the status:
    • Active, views that are available for use.
    • Inactive, views that aren’t available for use.
  4. Select the availability:
    • All shared views, views shared with any of your agents, whether all agents or agents within a group.
    • Views shared with all agents, views that are available to all of your agents. Views that are restricted to a subset of agents will not appear.
    • Personal views, views available only to you.
    • Views available to specific groups, a list that varies depending on the groups you have shared your views with.
  5. (Optional) Search to narrow the results within the filtered list.

    Return to the default filters, to get the active and all shared views list, by clearing the search and clicking Reset filters.

Sorting the list of views

You can sort your list of views by the column headings, one column at a time. Sorting doesn't change the order of your views in Agent Workspace.

To sort your list of views

  1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
  2. Click the column heading you want to sort by:

    • Name

    • Created date

    • Last updated

    The views are sorted based on your selection. The arrows next to the column header indicate whether the sorting is ascending with the highlighted up arrow, descending with the highlighted down arrow, or not sorted with the same highlight for both arrows.

Ordering views

If you want certain views you use frequently to appear higher on the list, you can adjust the views order. Agents can reorder personal views only. Admins and agents in custom roles with permission can reorder both shared and personal views.

To reorder your views

  1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
  2. Click Edit order.
  3. Select the views you want to order:
    • Edit personal views order, your views.
    • Edit shared views order, views shared with any agent.

  4. Select the view or views you want to reorder and use a combination of drag-and-drop and arrows to place the view(s) in the desired position.

  5. Click Save.
Tip: If you're trying to reorder the tickets within a view, not the list of views itself, see I can't reset the order of tickets in my view after selecting a column header.
Powered by Zendesk