Your views — the agent's inbox

Ref: A03 · Track: Agent Essentials · Time to complete: ~6 min

Why this matters

If the home dashboard is a snapshot, views are your living inbox. A view is a pre-built search that shows tickets matching a set of conditions — refreshed in real time. It's where you'll spend most of your day.

How to open views

1. Click the Views icon in the left sidebar (looks like a stack of three lines).
2. The view list panel slides out.
3. Click any view name to open it.

The views you see are filtered to what's relevant to your groups — if you're in the "Billing" group, you won't see a "Tech Escalations" view even if one exists.

What's typically on the list

Every Zendesk installation has its own set of views, but you'll usually see variations of:

• Your unsolved tickets — everything currently assigned to you that isn't Solved/Closed.
• Unassigned tickets in your group — the shared pool. Grab one when you're free.
• Pending tickets over X days — customer hasn't replied for a while.
• Recently solved — the last N tickets you marked Solved. Useful for follow-ups.
• Escalations / VIP — tickets flagged by triggers.
• New tickets this hour — for real-time coverage.

The view interface

Inside a view:

• Column headers — click to sort by any column (requester, updated, status, priority).
• The refresh button (top right, circular arrow) — saves reloading the whole browser tab.
• Ticket count — displayed next to the view name.
• Play button (▶) — opens the first ticket and walks you through them one at a time. Don't use this unless your team specifically tells you to; most agents prefer to pick off the list.

Customising what you see

Click the gear icon on any view to: - Add/remove columns (e.g. show the Priority column, hide Organisation). - Change the grouping (group by Priority, or by Requester). - Change the sort order.

Changes are personal — only you see them. You can't accidentally break the view for your teammates.

⚠️ Changing the filters of a view (which tickets qualify) is an admin action, not an agent one. If a view is missing tickets it should have, tell your team lead — don't try to fix it yourself.

Two good habits

1. Refresh before you start work. The view shows what's current when you opened it. A new ticket that just arrived may not be in the list until you refresh.
2. Close the view panel once you've picked a ticket to free up screen space. Re-open it with the same icon when you're done.

Quick check — have you got this?

• You're in the Billing group. Why can't you see a view called "Tech escalations"?
• A ticket that should be in your view isn't showing up, even after refreshing. What do you do?
• You want to sort your view by Priority instead of Updated. How?

Related articles

• A04 — Filtering and bulk-updating tickets
• A09 — Ticket statuses explained
• A12 — Agent collision: what the little eye icon means