Creating views to build customized lists of tickets



Edited May 21, 2025


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106 comments

We had someone alter one of our list views and we are now trying to restore it to its previous criteria...is there any type of versioning or restore option for Views?

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Hola Elvis Ventocilla, lamentablemente no es posible por el momento. Sin embargo, le invito a compartir su voto en este artículo para que Zendesk le de prioridad. Saludos

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¿Es posible modificar, agregar o eliminar, las columnas del "panel" personal donde el agente ve solo sus ticket?

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Hi, I'm trying to create a view with a condition based on the email address of the 'requester', for example, if the email address contains a certain domain, I need the tickets to go to this view. 

I wasn't able to find this option, is there a way to work around it if it's not possible?

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Hi CJ, 
 
Custom tickets fields of the Date type are available to be used as View conditions – I'll ask our documentation team to update the description of Ticket custom fields above. Sorry about the confusion!

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I have view options that aren't listed here, such as "Created At" which uses a date. Is this a new feature, and/or available only on some plans? It's created some confusion here: https://support.zendesk.com/hc/en-us/community/posts/4489085697050-Creating-a-view-based-on-timeframe-

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Hi Eune, thanks for clarifying! An easy way to do that would be to add a user tag to that user, which will be inherited by any new tickets created by that user, and add that tag as a condition in your View. Note that you'll have to add the tag manually for older tickets, and you can't add tags (or make any other changes) to Closed tickets. But you can always see all the tickets from a given user, no matter what their status, by clicking on their name in the button bar at the top of a ticket window. For more information, see Adding tags to users and organizations

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Hi Dave,

I'm actually wanting to create a view to show tickets sent by external customer - can you help how to do that? Appreciate your input.

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Hi Eune,
 
If you're wanting to create a View to show tickets created from emails sent to a specific Support Address, you'll need to first create a Trigger to tag those tickets, and then use that tag as a condition in your View. In your trigger, use the Ticket: Received at condition, and then use Ticket: Add tags to add an identifying tag (don't use Set tags, because that will remove any other tags on the ticket). For more information, see Trigger conditions and actions reference
 
Hope that helps! 

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Hello, I'm trying to create a view from a specific email address but I cannot find the correct condition for this, which one should I pick

 

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