Advice from our experts on how to set up and customize Views to manage ticket

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9 Commentaires

  • Brandon Tidd
    Community Moderator

    I love grouping similar tickets together in the same view and leveraging the "Group By" option to keep them sorted.

    For example, instead of having three views for "Open" "Pending" and "On-Hold" tickets, I would create one view and "Group By" Status (Ascending).  This way I can still quickly get to the tickets that need my attention quickly without overwhelming my views.

    I also enjoy empowering support agents by having them clone & customize standard views, allowing them to surface tickets differently to meet their personal preferences.

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  • Heather Rommel
    Community Moderator

    As a general rule, I like to create a view that I know will be used by multiple teams, and try to get affirmation that it would work for all of them. Then I get to use the "Clone" feature for the inevitable tweaks I need to do for each team...

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  • Austin Lacey
    Zendesk Community Team

    The new multi-group views feature is currently my "top tip" for utilizing views. This new feature allows you to share a view with multiple agent groups. This is important as it can help cut-down on the number of views that you have to maintain. Previously, you would need to duplicate the view multiple times for each agent group you want to share it with. Now, you can have just one view and add multiple agent groups to it.

    Another tip I like to bring up is remembering that views are essentially filtered lists of tickets. They are not folders in the sense that a ticket is not exclusive to one particular view -- if a ticket meets the conditions of multiple views it will show up in all those views, as the views are just a filter of tickets in your Zendesk.

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  • Mark Nino Valencia
    Zendesk team member

    In case you missed it, our new feature assigning a View to a Group is a great way to segregate Views. It also helps lessen unnecessary Views for your agents. 

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  • Mark Nino Valencia
    Zendesk team member

    Views won't be the best place to check ticket count for reporting purposes as it does not show archived and closed tickets.

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  • Ben Van Iten
    Zendesk Community Team

    A lot of customers have a use case where they want to have a view display tickets with certain words or phrases. While views don't allow for this condition, triggers do.

    A good workaround would be to create a trigger that adds a tag based on the word(s) or phrase.

     

     

    Then you can make a view that is based off of the tag:

    You now can view clusters of tickets with certain words or phrases! 

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  • Christina Libs
    Zendesk Community Team

    Yes! Both Austin and Mark beat me to it but I'll add the related discussion on how people are using this https://support.zendesk.com/hc/en-us/community/posts/360043749774-How-are-you-using-multiple-group-views-. It should help a lot to reduce clutter and duplicative views.

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  • Katie Dougherty
    Zendesk Community Team

    I want to emphasize that there are two ways to reorder your views! You can click on the three-dot icon on each view and click "Select position" to move views one by one.  Or you can click on the three-dot icon at the top of the page, select "Reorder page", and drag to reorder your views faster. 

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  • Elissa
    Zendesk Community Team

    I think Columns are a great way to get some insight into the makeup and trends in your incoming tickets as well as a great way to manage your workflow in personal views.

    For example, when managing my own tickets that I need to reply to, I love using the "latest update by requester" and "latest update by assignee" to see what tickets are most urgently in need of a reply.

    Once you have a view up and running you can easily adjust how they are sorted on the fly by simply clicking on the column title/header word and it will sort by that information. Click again to switch the direction it is sorted by (ascending vs descending).


    Views come with a lot of default column options (which you can see by going in to create a new view and scrolling down to the "columns" section). You can also use a number of your custom fields as view columns as well!

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