Views are a way to group tickets based on certain criteria. You can access your views list and open any view to see the tickets associated with that view. The views list includes up to 100 active standard and shared team views and up to 10 personal views.
Admins and agents with permission can categorize shared views to create a folder structure that reflects your organization and allows you to better monitor work across your teams. Admins and agents with permission can also categorize their personal views to quickly navigate their expanded views list.
Understanding views categorization
Create views categories and subcategories from the Views page in Admin Center. When you create categories and subcategories for your views, you’re creating a folder structure in the Views panel in the Zendesk Agent Workspace. These folders are expandable and collapsible and can help you better navigate your views.
Views can be categorized in a hierarchy of up to three levels under your Shared and Personal Views folders in the Agent Workspace.
About categories
You can create a category by entering a double colon (::) in a view’s title field. For example:
Tier 2::Returns
In the example above, the text preceding the double colon is a category; the text after the double colon is the view. In the Agent Workspace, the view (in this case, Returns) is nested under the category folder (Tier 2).
- Tier 2::Refunds
- Tier 2::Sales
- Tier 2::Recently solved
In the Agent Workspace, the views Recently solved, Refunds, Returns, and Sales are all nested under the Tier 2 category folder. The total number of tickets in the category is shown to the right of the category name.
About subcategories
Similar to categories, you can create view subcategories by using the double colon (::) syntax in a view’s title. A subcategory is the third level in a view folder hierarchy so you’ll enter the double colon twice in the view’s title. For example:
Tier 2::Tier 2 - Escalated::Urgent
In this example, the text after the first double colon (Tier 2 - Escalated) is the subcategory; the text after the second double colon (Urgent) is the view. In the Agent Workspace, the view is nested under the subcategory folder which is nested under the category folder (Tier 2).
- Tier 2::Tier 2 - Escalated::Pending
- Tier 2::Tier 2 - Escalated::Hold
In the Agent Workspace, the Tier 2 - Escalated subcategory is nested under the Tier 2 category folder. The Tier 2 - Escalated subcategory views - Urgent, Pending, and Hold - are nested under the subcategory folder. The total number of tickets in the subcategory is shown to the right of its name.
Creating view categories and subcategories
Admins and agents with permission can create categories and subcategories for shared and personal views.
To categorize views
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views. -
Create a new view or edit an existing view.
Alternatively, you can clone a view.
- In the view’s title field, do one of the following:
- To create a category, enter the category name, followed by a double colon (::) and view name. For example, Tier 2::Returns.
- To create a subcategory, enter the category name, followed by a double colon (::), subcategory name, another double colon (::), and the view name. For example, Tier 2::Tier 2 - Escalated::Urgent.
- To create a category, enter the category name, followed by a double colon (::) and view name. For example, Tier 2::Returns.
- Set the view's access, conditions, and grouping as needed (see Creating views).
- Click Save.
You can continue to add views to the categories and subcategories you create. Note that the category and subcategory text (that is, the text before a double colon) must match exactly. See Understanding views categorization.