Updating ticket views



  • Official comment
    Salvador Vazquez
    Zendesk Product Manager

    Hi Sadie,

    I am the Product Manager for Views. Thank you for this great feedback. This is not something that is currently in our roadmap but a great idea to make this customizable. I will be adding this to my feedback backlog and hope to prioritize it soon.

  • Heather Rommel
    Community Moderator

    Sadie Sumner

    I completely agree with you! At the moment this is a software limitation as far as I know - meaning, no Zendesk plan offers the ability to remove or relocate the Suspended tickets or Deleted tickets views.

    I hope a PM has this on her/his radar!

  • Ann Chung

    I agree, and would even like to suggest that a sort by a group be available for the agent that is in multiple groups. 

  • Catherine Michalak
    Community Moderator

    Sadie Sumner have you tried setting up Skill based views (that will be one view and for each agent, it'll serve them with only the tickets within their skill set). See this article for more info on functionality and set up: 

    Best practices: Setting up skills-based routing 

    Using skills-based routing (Enterprise)


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