How to create and edit views

Understanding and Setting Up Views in Zendesk

Zendesk views are a way to organise tickets into lists based on specific criteria. They help support teams manage their workflow by grouping tickets that need attention. Views can reflect your support structure, such as different service levels for customers or tiered support groups. Admins and agents with the necessary permissions can modify existing standard views or create shared team and personal views.

Types of Views

• Standard views: A set of pre-defined views that come with a Zendesk Support account. Most can be edited or deactivated, except for the Suspended tickets and Deleted tickets views.
• Shared views: Created by admins and available to all agents or specific groups. The first 100 shared views appear in the Views list.
• Personal views: Created by agents for their own use. The first 10 personal views are accessible in the Views list.

Step-by-Step Guide to Adding a View

1. In Admin Centre, navigate to Workspaces in the sidebar, then select Agent tools > Views.
2. Click Add view (or clone an existing view).
3. Enter a Title for the view. Use the double colon (::) syntax to categorise your view.
4. Enter a Description for the view.
5. Select Who has access: "Any agent", "Agents in specific groups", or "Only you".
6. Click Add condition to set up the view to meet All or Any conditions. At least one of the following ticket properties must be present: Status, Status category, Type, Group, Assignee, or Requester.
7. Select a Condition, Field operator, and Value for each condition you add. When building condition statements, use inclusive conditions that are as specific as possible.
8. Click Preview to test the conditions.
9. Set the formatting options by dragging the Columns into the desired order and adding up to 10 columns.
10. Under Group by, select the ticket field to group tickets, then select Ascending or Descending.
11. Under Order by, select a ticket field to order tickets, then select Ascending or Descending.
12. Click Save to create the view.

Navigating and Using Views

• To access views, click the Views icon in the Support sidebar.
• Views are separated into shared and personal lists.
• Select a view from the list to display the associated tickets.
• If you have more views than appear, click Manage views to access them.
• You can sort and filter tickets within a view.

Editing, Deleting and Deactivating Views

• To edit a view, go to Admin Center > Workspaces > Agent tools > Views, and click the view name. Alternatively, in Support, click the Views icon, select a view, and choose Edit view from the Actions menu.
• Modify the title, conditions, formatting, and availability as needed, then click Save.
• To deactivate a view, hover over it and select Deactivate view. To reactivate, find it under the Inactive tab and select Activate view.
• To delete a view, first deactivate it, then select Delete view from the options menu and confirm.