Views are a way to organize your tickets by grouping them into lists based on certain criteria. For example, you can create a view for unsolved tickets that are assigned to you, a view for new tickets that need to be triaged, or a view for pending tickets that are awaiting response. Using views can help you determine what tickets need attention from you or your team and plan accordingly.
Many support teams use views to guide the workflow by requiring agents to address tickets in one view first and then others in a specific order. Views can also mirror the support structure you've created. For example, if you provide different levels of service for different customers or manage escalation using a tiered support group structure (Level 1, Level 2), you can create views for each of these scenarios.
This article covers the following topics:
About view types
Zendesk Support includes the following types of views:
- Standard views: There are a number of standard views created when you open a Zendesk Support account. You can deactivate or edit most of these views; however, the Suspended tickets and Deleted tickets views cannot be edited or removed from your list of views. Note that your suspended and deleted ticket views appear at the bottom of the views list and don't count towards the number of views displayed in the shared views lists.
-
Shared views: Admins can create views that are available to all agents or to all agents in a specific group. The first 100 shared views are accessible in the Views list (
) .
-
Personal views: Agents can create views that are available to themselves only. Their first 10 personal views are accessible in the Views list (
).
Adding views
Views are a way to organize tickets by grouping them into lists based on certain criteria.
Agents can create views for their own personal use only. Admins and agents in custom roles with permission can create personal views, as well as shared views for use by multiple agents.
The following video gives you an overview of how to add views.
Adding views to filter tickets [1:23]
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views.
- Click Add view.
Alternatively, you can clone an existing view (see Cloning a view).
- Enter a Title for the view.
You can categorize your view (that is, create a folder structure in the Agent Workspace) by entering the double colon (::) syntax in this field. See Categorizing your views for more information.
- Enter a Description for the view.
- Select an option to determine Who has access:
- Any agent, available to all agents.
- Agents in specific groups, available to agents in specified groups. Select groups from the menu, then click away when finished.
- Only you, available to you as a personal view.
- Click Add condition to set up the view to meet All or Any conditions.
The conditions define this collection of tickets.
- Select a Condition, Field operator, and Value for each condition you add.
- Click Preview to test the conditions.
- Set the formatting options:
- Drag the Columns into the order you want and click Add column to add up to 10 columns.
Status is always shown as colored icons to the left of your view's columns; you don't have to add it. Multi-select fields are not supported.
- Under Group by, select the ticket field you want to use to group tickets, then select Ascending or Descending.
Keep in mind the following when grouping views:
- If you select Request date from the Group by drop-down list, any settings you change in the Order by drop-down list will not be applied.
- If you select a custom field value from the Group by drop-down list, the tickets in the view are ordered alphabetically by the field's tag, not its name. See Understanding custom ticket fields and views.
- Under Order by, select a ticket field to use as the default data to order tickets, then select Ascending or Descending.
- Drag the Columns into the order you want and click Add column to add up to 10 columns.
- Click Save.
The view is created. Views do not include archived tickets.
You can manage your view (edit, deactivate, and so on) on the view's page (see Managing your views).
Building view condition statements
As with the other business rules, you select collections of tickets using conditions, operators, and values.
Displaying a view involves searching all unarchived tickets to find matches for the conditions defined in your views. It’s always best to define views that look for what’s there, rather than what’s not there. With that in mind, when building view condition statements, avoid the following:
- Checking several text fields
- Checking for a null value. For example, "Assignee is ( - )"
-
Using broadly exclusionary conditions. For example, "NOT" statements.
Instead, use inclusive conditions that are as specific as possible
- Checking for tags
-
Checking for a ticket description with a condition that "does not contain the following string"
Checking for a string or word introduces greater complexity than checking for a tag. Conditions that check for tags are preferred over those checking for a word or string, but neither is ideal.
Your view condition statements must have at least one of the following ticket properties in the Meet all of the following conditions section:
- Status
- Status category
- Type
- Group
- Assignee
- Requester
Some conditions may not be available, depending on your plan.
Condition | Description |
---|---|
Ticket: Status |
Note: If you’ve activated custom ticket statuses, existing standard ticket statuses become status categories. If you have existing conditions that use Status, they’re updated to the corresponding Status category.
The standard ticket status values are: New is the initial status of a newly created ticket (not assigned to an agent). Open means that the ticket has been assigned to an agent. Pending is used to indicate that the requester has been asked for information and the ticket is therefore on hold until that information has been received. On-hold means that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk account. This status is optional and must be added (see Adding the On-hold ticket status). Solved indicates that the customer’s issue has been resolved. Tickets remain solved until they are closed. Closed means that the ticket has been locked and cannot be reopened or updated. When selecting a status, you can use the field operators Less Than and Greater Than to specify a range of tickets based on their status. New is the lowest value, with values increasing until you get to Closed status. For example, a condition statement that returns only New, Open, and Pending tickets looks like this: Status is less than Solved. |
Ticket: Status category |
Note: If you’ve activated custom ticket statuses, standard ticket statuses and custom ticket statuses are grouped into status categories. Each status category has a default ticket status. See Managing ticket statuses.
The status category values are:
|
Ticket: Ticket status | If you’ve activated custom ticket statuses, you can select standard ticket statuses and custom ticket statuses as conditions. |
Ticket: Brand | Include (is) or exclude (is not) a brand using the drop-down menu. |
Ticket: Form | Select the required ticket form.
For more information on ticket forms, see Creating ticket forms to support multiple request types. |
Ticket: Type |
The ticket type values are: Question Incident is used to indicate that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket. Problem is a support issue that needs to be resolved. Task is used by the support agents to track various tasks. |
Ticket: Priority |
There are four values for priority: Low, Normal, High, and Urgent. As with status, you can use the field operators to select tickets that span different priority settings. For example, this statement returns all tickets that are not urgent: Priority is less than Urgent |
Ticket: Group | The ticket group values are:
Group name is the actual name of the group that is assigned to the ticket. |
Ticket: Assignee |
The assignee values are:
Additional value for views:
|
Ticket: Requester |
The requester values are:
Additional value for views:
|
Ticket: Organization |
The organization values are:
|
Ticket: Tags |
Determine whether tickets contain a specific tag or tags. You can include or exclude tags in the condition statement by using the operators Contains at least one of the following or Contains none of the following. More than one tag can be added. Press Enter between each tag you add. |
Ticket: Description | The description is the first comment in the ticket. It does not include the text from the subject line of the ticket.
If you are using the Contains at least one of the following or Contains none of the following operators, the results will consider words containing part of the entered search terms. For example, using "none" for this condition will return (or exclude) ticket descriptions containing "nonetheless". The description condition also pulls data contained within the HTML and the original source of a ticket. |
Ticket: Channel |
The ticket channel is where and how the ticket was created. The contents of this list will differ depending on the channels you have active, and any integrations you are using. For more information about the channels you can configure, see About Zendesk Support channels and Understanding ticket channels in Explore. |
Ticket: Integration Account | Include (is) or exclude (is not) an installed Support or messaging integration using the drop-down menu. |
Ticket: Received at |
This condition checks the email address from which the ticket was received and the email address from which the ticket was originally received. These values are often, but not always, the same. The ticket can be received from a Zendesk email domain such as sales@mondocam.zendesk.com, or from an external email domain such as support@acmejetengines.com. The external email domain must be set up as described in Forwarding incoming email to Zendesk Support or the condition won't work. Note that this condition doesn't check the channel from which the ticket originated and can be true for tickets that weren't received through email. For example, when using the Select an Address app you can specify a recipient email address and therefore meet this condition even though the ticket was created in the agent interface. |
Ticket: Satisfaction | Supports the following customer satisfaction rating values:
|
Ticket: Satisfaction Reason | Include (is) or exclude (is not) the selected satisfaction reason, if activated, using the drop-down menu. |
Ticket: Hours since... | These conditions allow you to select tickets based on the hours that have passed since the ticket was updated in the following ways:
You can specify only whole hours, not days or fractional hours. The hours value must be at least zero.
Note: These conditions are not available when you use the option Tickets can meet any of these conditions to appear in the view.
Note: If you have multiple schedules, views based on business hours use your default schedule (that is, the first schedule in your schedules list).
|
Ticket: Custom fields | Custom fields that set tags (drop-down list and checkbox) are available as conditions. You can select the drop-down list values and Yes or No for checkboxes. You can also use date conditions to specify if the date value is before, after, or on a certain date. For example, you could look for all tickets created in the last hour by using the condition Hours since created > Is > 1.
The following field types aren't available as view conditions: Text, Multi-line, Numeric, Decimal, Credit Card, Regex.
Note: Each custom checkbox field must have an associated tag. Otherwise, when you create or edit a view, it won't appear as an available condition.
|
Ticket: Privacy | Checks the privacy settings on ticket comments. See Adding comments to tickets for information on public vs. private comments. |
Ticket: Skills | See Creating skills-based views. |
Ticket: CC'd | Checks whether a ticket has any of the specified users as CCs. |
Ticket: Followers | Checks whether a ticket has any of the specified users as followers. |
Ticket sharing: Sent to | Checks whether a ticket was shared to another Zendesk Support account via a specific ticket sharing agreement |
Ticket sharing: Received from | Checks whether a ticket was shared from another Zendesk Support account via a specific ticket sharing agreement |
Requester: Language | Checks the language used by the end user. Include (is) or exclude (is not) languages using the drop-down list of supported languages. |
Cloning a view
You can clone an existing view to create a copy that you can modify and use for some other purpose. You can clone a view from the Views admin page or from the views list.
If you're on an Enterprise plan and using custom roles, agents need permission to add and edit personal, group, and global views (see Creating custom agent roles). Agents will receive an error message if not given the permission.
To clone a view from the Views admin page
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views.
- Hover your mouse over the view you want to clone, then click the options menu (
) and select Clone view.
- Modify the title, conditions, formatting, and availability as needed.
- Click Save.
93 comments
Nicky Clark
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
OR
0
Andras Guseo
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:
"type" can be a custom field/value, tag, or whatever is allowed.
Is this possible somehow?
Thank you!
0
Nicky Clark
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!
0
Airavana Service
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)?
0
Gabriel Manlapig
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!
0
Daniel LaCoste
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!
0
Gabriel Manlapig
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!
0
J. Greg Williams
Why are SLA conditions not available in the ANY condition?
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
Peter Le
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
0
Brett Bowser
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!
0
Drew Davis
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
0
Brett Bowser
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!
0
Nina
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"
0
Stacy Win
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).
0
Joe
Hello, I want to create views that contain a number of different intents. Whats is the best way to do this ?
0
Audrey Ann Cipriano
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!
0
Cecilia Chen
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.
0
Mike DR
You may use the Messaging option when creating a view for tickets created from the conversation chanel:
0
Hannah Lucid
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?
0
Elaine
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.
0
Sam Gong
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
0
Francis Casino
Thank you for your inquiry. I have created a ticket to troubleshoot this further.
0
April Bermudez
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??
0
Gabriel Manlapig
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!
0
Stephanie McIntyre
“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.
0
Paolo
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
0
Hannah Lucid
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
Kyler Lancaster
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.
0
Anatoly Cherenkov
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.
0
Patrick Beebe
After creating an Organization and then setting up the views, can I restrict some Admins from viewing tickets of that Organization?
0