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Creating views to build customized lists of tickets



Edited Jan 27, 2025


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93

93 comments

Andras Guseo I can assure you that view works perfectly for us. Why don't you give it a try?

The any conditions are an "or" condition, meaning you will only see tickets for which the 

  • Assignee is (current user)
    OR
  • Assignee is -

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Hi Nicky Clark

Thank you again for getting back. You are totally right! That does work.

In my hastiness I simplified the "query" and with that removed the issue. :)

What I would like to achieve is, show me tickets that are:

  • not assigned to anyone AND are of a specific type
  • OR assigned to me regardless of the type

"type" can be a custom field/value, tag, or whatever is allowed.

Is this possible somehow?

Thank you!

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Andras Guseo fab, glad that was able to get you partially sorted.

That second requirement is certainly trickier, and I can't think of any way to achieve that within a single view. Good luck! 

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Hi,
Is it possible to move a ticket in any view and that ticket should not appear in any other view(pre-defined/manually created)?

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image avatar

Gabriel Manlapig

Zendesk Customer Care

Hi Airavana,

Views are a way to organize your tickets by grouping them into lists based on certain criteria. To make sure that the ticket will only display on a certain views, you will need to select collections of tickets using conditions, operators, and values

For more information, please see this article: Building view conditions statements

I hope that helps!
 

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Hello,

If i create a view with the following settings:

"Tickets must meet all of these conditions to appear in the view" where the only condition is "Group Is Support", the results are 10,082 tickets in the "Preview" — however, when I use Zendesk search for simply "group:Support", there are 28,011 ticket results.

How come there is such a large discrepancy between a view and a search that should result in the same amount of tickets? 

Thanks!

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Gabriel Manlapig

Zendesk Customer Care

Hi DL,

We were able to confirm that this is expected. Zendesk automatically archives tickets 120 days after they are marked Closed. And archived ticket do not show in views, but can still be found with searching.

For more information, please check out this guide about Ticket Archiving.

I hope that helps!

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Why are SLA conditions not available in the ANY condition? 

Note: These conditions are not available when you use the option Tickets can meet any of these conditions to appear in the view.

I want to create a view that shows tickets with both upcoming and current SLA breaches.  i.e. tickets with any

`Hours Until Next SLA Breach` < 72

`Hours Since Last SLA Breach` > 0

1


hi, anyone know how to create a View with key words in the email subject as the condition? I don't see that option. 

Thanks, Peter

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Brett Bowser

Zendesk Community Manager

Hey Peter, 
 
There's no condition within views that will allow you to filter by ticket subject, however, you could create a trigger that would automatically tag tickets that contain keywords in the subject. Then you would need to create a view that shows all tickets that contain that tag.
 
When creating your trigger, you will just want to use the Ticket: Subject Text condition. More information in this article: How do I filter my views by ticket subject?
 
I hope this helps!
 

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Is there any plan to increase the number of created views that are displayed on the left? The current point it caps out and whatever else you create has to nudge another one out of view on this left side gets frustrating

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Brett Bowser

Zendesk Community Manager

Hey Drew, 
 
This is something our Product Managers are actively working on and they have a solution currently in closed beta that will bump up the number of views available on the left side. I don't have an ETA of when this will be available for everyone but you can follow our Announcements page for new releases as they come up: Zendesk Announcements 

You can follow the section so you receive email notifications when we post updates. I hope this helps!

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I'm trying to create a personal view of my agents' daily addressed tickets. I would simply like to know how many public replies they send during their shift, but can't set this up as there is no such condition as "Reply > Is > public"

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Nina B (I hope this is the right Nina) Public replies are not a condition for views. But this data can be found in the Explore Support Dashboard (Agent Updates tab). 

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Hello, I want to create views that contain a number of different intents. Whats is the best way to do this ?

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Joe, can you kindly confirm what you mean by "different intents"? I encourage you to contact us via Messaging so you can provide your use case and we'll be able to provide you with the best possible recommendation. Thank you!

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Hello,
How can we distinguish between conversation and normal tickets? Can u guide me on how to set up view conditions? cause we cannot filter it by subject. Thank you.

 

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Mike DR

Zendesk Customer Care

Hi Cecilia!
 
You may use the Messaging option when creating a view for tickets created from the conversation chanel:

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Hello! We have a team in our Zendesk who brought a very interesting item to my plate this afternoon. When an individual CC'd on a ticket responds, the "Latest Update" view column doesn't populate this date and time. It will only update for the Requester and Agent. Is there a reason behind this? Should it populate this? 

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Elaine

Zendesk Customer Care

Hi Hanna,
 
In Zendesk, the "Latest Update" view column typically shows interactions from the requester and agent but may not include updates from CC'd individuals. This is by design, prioritizing the main stakeholders' interactions. While CC'd updates are important, they're not always considered as critical. You might need to explore other views or reports to track CC'd updates. If you need more help, you can reach out to Zendesk Support for assistance or provide feedback.

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Hi there, 

I am curious if I can add a view only for side conversation, I attempted to do so but it seems not to work. I put the view looks like the picture below 

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Francis Casino

Zendesk Customer Care

Hello Sam,
 
Thank you for your inquiry. I have created a ticket to troubleshoot this further. 

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I'm also trying to add multi-select fields into a view, and I saw in previous comments as far back to 2021 this was not allowed - even though the field type has the criteria needed for something that should be allowed in a view. Is this on the roadmap for the near future?? Along with the ability to filter/sort/group?? 

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Gabriel Manlapig

Zendesk Customer Care

Hi April‍ ,

I wanted to point you in the direction of our product feedback forum for Multi-select Fields in Views where we collect product feedback and where our PM’s review feedback from our customers. You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

We would greatly appreciate you using this forum to share your feedback with us for better visibility. Thank you!
 

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“Status is always shown as colored icons to the left of your view's columns; you don't have to add it.”

Why is it assumed that ticket status is relevant in the view, and why can't this be removed?  Something changed over the last week where now we have a ticket status column in our views that cannot be removed.  The view already has an assumption of ticket status (ie, Status Category=Open) and it's redundant to also have a mandatory column.

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Paolo

Zendesk Engineering

Hi Stephanie,
 
The status badge in Views are hard coded in the system and can't be removed. If the interface changed, it's possible that one of your Admins enabled the Custom Ticket Status. Kindly consider disabling this feature and deselect the "Turn on" Customize ticket statuses to go back to the previous interface. For more information about this, kindly check this article: Activating and deactivating custom ticket statuses.

 
Best,
Paolo | Technical Support Engineer | Zendesk

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I am not seeing Channel as an option in the criteria build for new views. Was there a reason this option was taken away?

1


I'm also seeing that Channel has suddenly disappeared as an option from new and existing views. Hopefully this was pushed to production in error, all of our views have been disabled by this change.

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Hello! How do I use `AND` and `OR` operators for various conditions? For example, `(Ticket: Brand is MyBrand AND Assignee is Someone) OR (Ticket: Brand is MyOtherBrand AND Assignee is SomeoneElse)`?
This example doesn't seem to be achievable with “must meet all of these” and “can meet any of these” condition groups currently available.

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After creating an Organization and then setting up the views, can I restrict some Admins from viewing tickets of that Organization?

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