How do I use Views?

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
• Adding views
• Cloning a view

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 ().

Adding views

Agents can create views for their own personal use. For agents in custom roles, views permissions depend on their custom role setting. Administrators 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.

To add a view

1. In Admin Center, click the Workspaces icon () in the sidebar, then select Agent tools > Views.
2. Click Add view.

   Alternatively, you can clone a view to create a new view based on an existing view (see Cloning a view). Agents in custom roles might not have the option to add a view, depending on their permissions setting.

3. At the top of the page, enter a name for the view.
4. Enter a Description for your view.
5. Select an availability option to determine Who has access to the view:
   • Any agent, available to all agents.
   • Agents in specific groups, available only to agents in the groups specified. You can enter one or more groups in this field. If you enter multiple tags, hit Enter between each tag.
   • Only you, available only to you as a personal view.

   

6. Under Tickets must meet all of these conditions to appear in the view, add the conditions to define this collection of tickets (see Building view condition statements below).

   You can also add conditions under Tickets can meet any of these conditions to appear in the view.

7. Click Preview to test the conditions.
8. Set the formatting options:
   1. Drag the view Columns into the order you want. Click Add column to add up to 10 columns.

      Status is always shown in the view before the columns. You don't have to add it manually to the table. Multi-select fields are not supported in table columns.

      

   2. Under Group by, select the ticket data field you want to group the tickets in the view, then select Ascending or Descending.
      Tip: If you select Request date from the Group by dropdown list, any settings you change in the Order by dropdown list will not be applied.
   3. Under Order by, select the ticket data field you want to use as the default data to order the tickets in the view, then select Ascending or Descending.
9. When you are finished, click Save.

   The view is created.