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:
- Default views. There are a number of pre-defined 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.
- Shared views. Administrators can create views that are available to all agents or to all agents in a specific group. The first 12 shared views are accessible in the Views list () .
- Personal views. Agents can create views that available to themselves only. The first 8 personal views are accessible in the Views list ().
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.
For best practices when setting up and using views, see Best practices for creating views.
The following video gives you an overview of how to add views to filter your tickets:
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.
- 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
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.Tip: 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.
- 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.
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.
You must have at least one of the following ticket properties in the Meet all of the following conditions section:
- Status category
Some conditions may not be available, depending on your plan.
Note: If you’ve activated custom ticket statuses, existing system ticket statuses become status categories. If you have existing conditions that use Status, they’re updated to the corresponding Status category.
The system 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. This status is optional and must be added to your Zendesk (see Adding on-hold ticket status to your Zendesk).
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, system ticket statuses and any ticket statuses you create 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 system ticket statuses and new ticket statuses you created 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.
The ticket type values are:
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.
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.
The assignee values are:
Additional value for views:
The requester values are:
Additional value for views:
The organization values are:
You use this condition to determine if 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.
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 firstname.lastname@example.org, or from an external email domain such as email@example.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||This condition returns 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 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 using custom roles, agents will need to be permitted 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.
we have multiple Views in our Zendesk account. Is there a way to increase the number of shared views available for all the agents? How can we see the tickets of the views that are over the 12th position?
Unfortunately it is not possible to change or increase the number of visible views on the sidebar past 12.
What your agents can do though is click the More button at the end of the list and it will take them to a list of ALL views they have access too (public views and their own personal views) where they can open which ever view they want.
I hope that helps!
I have a my views in order but I noticed some tickets are some how not visable in my "views". Is there a possibility or query which can show what ticket numbers are NOT shown in any of the separate views but are in fact tickets?
Hope you could help me!
We have a very similar requirement to the comments from Elvis from 4 years ago. The 'Latest Update' sorting is not useful for us, as it means any agent touches (adding internal notes, updating ticket settings, assigning the ticket, setting an Organization for new users - all actions which are essential to our workflow) results in inaccurately bumping the ticket down the queue. This is unusable for us.
We currently use 'Last Updated By Requester', however this is also extremely limited because a huge volume of our tickets have other users CCd on the request. Any time a CC replies the ticket appears much older than it is, so is inaccurately bumped up the queue because it wasn't the original requester who replied. This means we need to manually monitor and skip over these tickets until they do actually need attention.
Elvis's suggestion of a 'Last public reply' is a very good suggestion that we could work with, though to us a 'Last non-agent update' option would be the gold standard.
I made a Minerva recipe to help you walk through setting up a new view. Minerva is a guide that shows you where to click, and what to do next so you can set this up on your own account. You can follow the link here for the step by step instructions:
Hi i am trying to create a ticket view which shows all of the ticket for a specific organisation. We know that there are about 3000 tickets, but when i create the view in the admin panel if only shows 400. I have kept the conditions very simple. Any idea why?
Hi Zendesk team,
Please help asap with this problem here. I don't seem to find any ways to have the newly created views moved to be displayed on the list of available views. I can only see the new views by clicking "More" to see the list of all views created, which directs me to the Admin section.
Any way that I can move a newly created view to be displayed in the list shown in "View" section? I tried the "Move to first position" option in Admin page already but nothing's changed
Hi, we'd like to create a view that shows both tickets hitting SLA soon as well as the ones that have already broken SLA. However, it seems that it's not possible to add conditions for checking "hours until" or "hours since" to the "can meet any of these conditions" section - is that correct or am I missing something here? If so, is there any technical reason for this or can this be added as a feature?
Currently we're using 'play' button function in Zendesk to automatically feed the next ticket in the Queue.
However, we are wondering if we use the Grouping feature to filter group based on value of a custom fields in a tickets (example: Assignee) and then ordering those tickets with another fields like Latest update or something. Can the 'Play' button still be used to handle the ticket in the same queue?
Any information that you could share would be greatly appreciated.
How could I create a view of tickets that are 'Tasks' but have no 'Due date' (i.e. when the task was created no 'Due date' was selected).
Any help will be greatly appreciated.
I don't see a native way to look for tickets where Due Date is not present. So what I'd do in this situation is create a view with all Tasks and put the sort order by Due Date.
I'm trying to see all tickets created within the last 2 weeks. What's the best way to do this?
When adding a condition statement, how come I can only choose "language" among my user fields? I would like to use other user parameters to create my views. Is this something that can be done?
I tend to create views as they're easy to modify or reuse for other purposes. I'd suggest using Status is Less than Solved, and Hours since created is less than 336. See if that works?
Views are looking for Ticket-level stats. If your user level fields are not dropdowns or checkboxes with tags, you can set up a series of triggers to look for user level qualities and add a tag to that users' tickets. Then the tags data will start showing up on all new tickets going forward.
There could be other ways to solve for this, so perhaps someone else will jump in and add to this!
Thanks for the feedback, tags won't do it though since I need the parameter to be a date. Do you know if it is possible to pass values from a user custom field to a ticket field (using for e.g. a trigger)? If I could create a ticket date field and then pass on the date value I have stored on the user's custom field my problem would be solved! :D
This is helpful, thank you!
Mattia Unfortunately, even if that were possible, the only ticket field types that can be used to create criteria in Views are drop-down and checkbox fields. It is possible to display the values of a Ticket-level date field as a column in in a view (and then the View can be sorted on that), but as Heather mentioned, custom user fields are not accessible in Views.
I think you should be able to create a query in Explore that does what you need, using the Table format, setting the metric to Tickets, adding Ticket ID to rows, and setting whatever criteria you want as Filters. See Creating Queries for more information.
Hey there, can you create a view with multi-select?
It is not multi-line and there are tags for each one, so I feel like it should work, but I do not see the option in the view when I try to add it.
Thank you for messaging us.
Unfortunately, Views cannot be created with as multi select. Can you give us a background of your use-case?
Hi! How do I add an additional column in "Assigned Tickets" view under Agent's profiles?
The Tickets Assigned section are used to have an overview of all the tickets the agent has. Unfortunately, there's no option to add columns on this section. However, you can always utilize Ticket Views to get specific information from an agent's assigned tickets.
Hope this helps!
ref Chris's message https://support.zendesk.com/hc/en-us/articles/4408888828570/comments/4408889597338
I had the same issue as Chris and fell on this question.
I found the answer here: https://support.zendesk.com/hc/en-us/articles/4408887617050-About-ticket-archiving
Zendesk automatically archives tickets 120 days after they are marked Closed. Archived tickets are excluded from views.
Hope this helps,
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
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!
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.
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-
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!
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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