Creating views to build customized lists of tickets

<p id="docs-hc-snippet" style="display: none;">
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.
</p>
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Use views to organize tickets into customized lists based on specific
criteria, helping you prioritize and manage your workload. Create personal
or shared views to match your support structure, such as different service
levels or escalation tiers. Build condition statements to filter tickets
effectively, and clone existing views for easy modifications. Views help
you focus on what needs attention without navigating complex steps.
</p>
</div>
<div class="body">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span>
<span class="ph">Admin Center &gt; Workspaces &gt; Agent tools &gt; Views</span>
</div>
<div class="div">
<p class="p">
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.
</p>
<p class="p">
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.
</p>
</div>
<p class="p">This article covers the following topics: </p>
<ul class="ul" id="topic-1__ul_mrh_k2g_wk">
<li class="li">
<a class="xref" href="#topic_emv_1tp_tz">About view types</a>
</li>
<li class="li">
<a class="xref" href="#topic_vcr_xfp_ec">Creating views</a>
</li>
<li class="li">
<a class="xref" href="#topic_tpp_zfp_ec">Building view condition statements</a>
</li>
<li class="li">
<a class="xref" href="#topic_fjf_vev_ec">Cloning a view</a>
</li>
</ul>
<div class="p">
Related articles:
<ul class="ul" id="topic-1__ul_wk2_rpk_tcc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832792986" target="_blank">Managing your views</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009260752794" target="_blank">Categorizing your views</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829483930" target="_blank">Accessing your views of tickets</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_emv_1tp_tz">
<h2 class="title topictitle2" id="ariaid-title2">About view types</h2>
<div class="body">
<p class="p">Zendesk Support includes the following types of views:</p>
<div class="p">
<ul class="ul" id="topic_emv_1tp_tz__ul_m1n_n5h_zdb">
<li class="li">
<strong class="ph b">Standard views</strong>: There are a
number of
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829483930#topic_gnx_2tm_vt" target="_blank">standard views</a>
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. Note that your suspended and deleted
ticket views appear at the
bottom of the views list and don't count towards the number
of views displayed in the
shared views lists.
</li>
<li class="li">
<strong class="ph b">Shared views</strong>: Admins can create
views that are available to all agents or to
all agents in a specific group. The first 100 shared views
are accessible in the Views
list (<img class="image" height="NaN" id="topic_emv_1tp_tz__image_lcf_lcq_x2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_icon.png" width="NaN">)
.
</li>
<li class="li">
<strong class="ph b">Personal views</strong>: Agents can
create views that are available to themselves only.
Their first 10 personal views are accessible in the Views
list (<img class="image" height="NaN" id="topic_emv_1tp_tz__image_dmt_5cq_x2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_icon.png" width="NaN">).
</li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> On Enterprise plans, admins
can create or update custom roles to limit agents to the
previous default amount of views, which was 12 shared and 8 personal
views. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_cxn_hig_bd" target="_blank">Creating custom agent roles</a>.
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vcr_xfp_ec">
<h2 class="title topictitle2" id="ariaid-title3">Creating views</h2>
<div class="body">
<p class="p">
Views are a way to organize tickets by grouping them into lists based
on certain
criteria.
</p>
<p class="p">
Agents can create views for their own personal use only. Admins and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents in custom roles with permission</a>
can create personal views,
as well as shared views for use by multiple agents. To help admins
get started with views,
Zendesk provides a
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9954751708826#topic_lhf_5jc_x2c" target="_blank">setup wizard for views</a>.
</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you want to view tickets
to understand trends or history, then it’s better to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">create a report</a>.
If, in fact, you need to access ticket data
from a large number of tickets, such as hundreds of thousands
of tickets, then it’s better
to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886165402" target="_blank">export the data</a>.
</div>
</div>
<p class="p">
The following video gives you an overview of how to create views.
</p>
<p class="p"> </p>
<div class="non-responsive">
<iframe allowfullscreen="true" class="embed-responsive-item" controls="controls" height="225" src="https://fast.wistia.net/embed/iframe/tnjmheynfa" width="400"></iframe>
</div>
<p class="p">Creating views to filter tickets [1:23]</p>
<div class="p">
<strong class="ph b">To create a view</strong>
<ol class="ol" id="topic_vcr_xfp_ec__ol_fgf_oym_gc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Views</strong>.</span>
</li>
<li class="li">
Click <strong class="ph b">Create view</strong>.
<p class="p">
This creates a view in the last
position of the list. To pick a view's position as you're
creating it, hover over an
existing view, click the options menu (<img class="image" id="topic_vcr_xfp_ec__image_hw5_lrk_tcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png" width="16">)
and select
<strong class="ph b">Create view
below</strong>.
</p>
<p class="p">
Alternatively, you can clone an existing view (see
<a class="xref" href="#topic_fjf_vev_ec" target="_blank">Cloning a
view</a>).
</p>
</li>
<li class="li">
Enter a <strong class="ph b">Title</strong> for the view:
<ul class="ul" id="topic_vcr_xfp_ec__ul_pxq_ts2_dhc">
<li class="li">
Use
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4869979117210" target="_blank">placeholders</a>
so titles are translated to the
agent's language. For example,
<em class="ph i">{{zd.all_unsolved_tickets}}</em>
for all unsolved
tickets.
</li>
<li class="li">
Add emojis to help agents differentiate views by
pasting the emoji’s image into
the title. On
<a class="xref" href="https://getemoji.com/" target="_blank">this
website</a>
you click the emoji to copy it.
<p class="p">
<img class="image" id="topic_vcr_xfp_ec__image_acl_f52_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zug_views_emojis_title.png">
</p>
</li>
<li class="li">
Categorize your views into folders, in Agent Workspace,
by entering the double
colon (::) syntax in the title. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009260752794" target="_blank">Categorizing your views</a>
for more information.
</li>
</ul>
</li>
<li class="li">
Enter a <strong class="ph b">Description</strong> for the
view.
</li>
<li class="li">
Select an option to determine
<strong class="ph b">Who has access</strong>:
<div class="p">
<ul class="ul" id="topic_vcr_xfp_ec__ul_ash_jp5_klb">
<li class="li">
<strong class="ph b">Any agent</strong>, available
to all agents.
</li>
<li class="li">
<strong class="ph b">Agents in specific groups</strong>,
available to agents in specified groups.
Select groups from the menu, then click away
when finished.
</li>
<li class="li">
<strong class="ph b">Only you</strong>, available
to you as a personal view.
</li>
</ul>
</div>
<p class="p">
<img class="image img-screenshot" id="topic_vcr_xfp_ec__image_bsh_jp5_klb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_access3.png" width="600">
</p>
</li>
<li class="li">
Click <strong class="ph b">Add condition</strong> to set
up the view to meet <strong class="ph b">All</strong> or
<strong class="ph b">Any</strong>
conditions.
<p class="p">The conditions define this collection of tickets.</p>
</li>
<li class="li">
Select a <strong class="ph b">Condition</strong>,
<strong class="ph b">Field operator</strong>, and
<strong class="ph b">Value</strong> for each condition
you add.
<p class="p">
See
<a class="xref" href="#topic_tpp_zfp_ec" target="_blank">Building
view condition statements</a>.
</p>
</li>
<li class="li">
Click <strong class="ph b">Preview</strong> to test
the conditions.
</li>
<li class="li">
Set the formatting options:
<div class="p">
<ol class="ol" id="topic_vcr_xfp_ec__ol_xkb_crw_3jb" type="a">
<li class="li">
Drag the <strong class="ph b">Columns</strong>
into the order you want and click
<strong class="ph b">Add column</strong> to
add up to 15 columns.
<p class="p">Multi-select fields are not
supported.</p>
<p class="p">
<img class="image" id="topic_vcr_xfp_ec__image_r4v_bcf_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zug_workspace_views_create_selectdata.png" width="400">
</p>
</li>
<li class="li">
Under <strong class="ph b">Group by</strong>,
select the ticket field you want to use to group
tickets,
then select <strong class="ph b">Ascending</strong>
or <strong class="ph b">Descending</strong>.
<div class="p">
Keep in
mind the following when grouping views:
<ul class="ul" id="topic_vcr_xfp_ec__ul_gz1_q4b_cdc">
<li class="li">
If you select <strong class="ph b">Request date</strong>
from the <strong class="ph b">Group by</strong>
drop-down list,
any settings you change in the
<strong class="ph b">Order by</strong>
drop-down list will not be
applied.
</li>
<li class="li">
If you select a custom field value
from the <strong class="ph b">Group by</strong>
drop-down
list, the tickets in the view are
ordered alphabetically by the field's
tag,
not its name. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834953114#topic_znk_mnk_xj" target="_blank">Understanding custom ticket fields and
views</a>.
</li>
</ul>
</div>
</li>
<li class="li">
Under <strong class="ph b">Order by</strong>,
select a ticket field to use as the default data
to order
tickets, then select <strong class="ph b">Ascending</strong>
or <strong class="ph b">Descending</strong>.
<p class="p">
If the view includes more than one ticket
associated the ticket field you
selected, the ticket created date is used
as the secondary sorting
criteria.
</p>
</li>
</ol>
</div>
</li>
<li class="li">
Click <strong class="ph b">Save</strong>.
<p class="p">
The view is created. Views do not include
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887617050-Ticket-Archiving" target="_blank">archived tickets</a>.
</p>
</li>
</ol>
</div>
<p class="p">
You can manage your view (edit, deactivate, and so on) on the view's
page (see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832792986" target="_blank">Managing your views</a>).
</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_tpp_zfp_ec">
<h2 class="title topictitle2" id="ariaid-title4">Building view condition statements</h2>
<div class="body">
<p class="p">
As with the other business rules, you select collections of tickets
using conditions,
operators, and values.
</p>
<p class="p" dir="ltr">
Displaying a view involves searching all unarchived tickets to find
matches for
the conditions defined in your views. It’s always best to define
views that look for what’s
there, rather than what’s not there. With that in mind, when building
view condition
statements, avoid the following:
</p>
<ul class="ul" id="topic_tpp_zfp_ec__ul_zmt_1mz_12c">
<li class="li" dir="ltr">Checking several text fields.</li>
<li class="li" dir="ltr">
Checking for a null value. For example, "Assignee is ( - )".
</li>
<li class="li">
<p class="p">
Using broadly exclusionary conditions. For example, "NOT"
statements.
</p>
<p class="p">
Instead, use inclusive conditions that are as specific as
possible.
</p>
</li>
<li class="li" dir="ltr">Checking for tags.</li>
<li class="li">
<p class="p">
Checking for a ticket description with a condition that "does
not contain the following
string".
</p>
<p class="p">
Checking for a string or word introduces greater complexity
than checking for a tag.
Conditions that check for tags are preferred over those checking
for a word or string,
but neither is ideal.
</p>
</li>
</ul>
<p class="p">
Your view condition statements must have at least one of the following
ticket properties in
the Meet all of the following conditions section:
</p>
<ul class="ul" id="topic_tpp_zfp_ec__ul_btd_y5h_zdb">
<li class="li">Status</li>
<li class="li">Status category</li>
<li class="li">Type</li>
<li class="li">Group</li>
<li class="li">Assignee</li>
<li class="li">Requester</li>
<li class="li">Support type</li>
</ul>
<p class="p">
Some conditions may not be available, depending on your plan.
</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_tpp_zfp_ec__table_jvc_fhp_ec" rules="all" summary="" style="margin-left: 0px; margin-right: auto;">
<colgroup>
<col style="width: 17.36111111111111%;">
<col style="width: 82.63888888888889%;">
</colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e511" style="vertical-align: top;">Condition</th>
<th class="entry cell-norowborder" id="d52e514" style="vertical-align: top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Status</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
<div class="note note">
<span class="notetitle">Note:</span> If you’ve
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom ticket statuses</a>,
existing
standard ticket statuses become status categories.
If you have existing conditions
that use Status, they’re updated to the corresponding
Status category.
</div>
<p class="p">The standard ticket status values are:</p>
<p class="p">
<strong class="ph b">New</strong> is the initial
status of a newly created ticket (not assigned
to an
agent).
</p>
<p class="p">
<strong class="ph b">Open</strong> means that
the ticket has been assigned to an agent.
</p>
<p class="p">
<strong class="ph b">Pending</strong> is used
to indicate that the requester has been asked
for information
and the ticket is therefore on hold until that
information has been received.
</p>
<p class="p">
<strong class="ph b">On-hold</strong> means that
the support request is awaiting a resolution
from a third
party—someone who is not a member of your support
staff and does not have an agent
account in your Zendesk account. This status
is optional and must be added (see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889282458-Adding-the-On-hold-ticket-status-to-your-Zendesk" target="_blank">Adding the On-hold ticket status</a>).
</p>
<p class="p">
<strong class="ph b">Solved</strong> indicates
that the customer’s issue has been resolved.
Tickets remain
solved until they are closed.
</p>
<p class="p">
<strong class="ph b">Closed</strong> means that
the ticket has been locked and cannot be reopened
or
updated.
</p>
<p class="p">
When selecting a status, you can use the field
operators <strong class="ph b">Less Than</strong>
and
<strong class="ph b">Greater Than</strong> to
specify a range of tickets based on their status.
<strong class="ph b">New</strong> is the lowest
value, with values increasing until you get to
<strong class="ph b">Closed</strong> status.
For example, a condition statement that returns
only New,
Open, and Pending tickets looks like this:
</p>
<p class="p">
<strong class="ph b">Status is less than Solved</strong>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Status category</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
<div class="note note">
<span class="notetitle">Note:</span> If you’ve
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom ticket statuses</a>,
standard ticket
statuses and custom ticket statuses are grouped
into status categories. Each
status category has a default ticket status.
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575941402-Managing-ticket-statuses-#topic_zgh_dbh_vrb" target="_blank">Managing ticket statuses</a>.
</div>
<p class="p">The status category values are:</p>
<ul class="ul" id="topic_tpp_zfp_ec__ul_dzt_hvr_dwb">
<li class="li">
<strong class="ph b">New</strong> is the
initial status category of a newly created
ticket (not
assigned to an agent).
</li>
<li class="li">
<strong class="ph b">Open</strong> is for
grouping ticket statuses that indicate when
tickets are
ready to be worked on by your support team.
</li>
<li class="li">
<strong class="ph b">Pending</strong> is
for grouping ticket statuses that are used
to indicate that
the support team is waiting for the requester
to reply.
</li>
<li class="li">
<strong class="ph b">On-hold</strong> contains
ticket statuses used to indicate that the
support
request is awaiting a resolution from a third
party—someone who is not a member
of your support staff and does not have an
agent account in your Zendesk
account. This status category is optional
and must be added (see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889282458#topic_zqr_jfz_kxb" target="_blank">Activating the On-hold status category</a>).
</li>
<li class="li">
<strong class="ph b">Solved</strong> contains
ticket statuses that indicate that the customer’s
issue
has been resolved.
</li>
<li class="li">
<strong class="ph b">Closed</strong> contains
the Closed standard ticket status that indicates
that
the ticket has been locked and cannot be
reopened or updated.
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Ticket status</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
If you’ve
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom ticket statuses</a>,
you can select standard
ticket statuses and custom ticket statuses as conditions.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Brand</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
Include (<em class="ph i">is</em>) or exclude (<em class="ph i">is not</em>)
a brand using the drop-down
menu.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Form</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
Select the required ticket form.
<p class="p">
For more information on ticket forms, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858" target="_blank">Creating ticket forms to support multiple request types</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Service catalog form</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
Used to check that the ticket uses a specific
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836460698#topic_p3b_rwv_dgc" target="_blank">service request forms</a>.
<p class="p">
Available only when the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9443951511450" target="_blank">service catalog is turned on</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Type</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
<p class="p">The ticket type values
are:</p>
<p class="p">
<strong class="ph b">Question</strong>
</p>
<p class="p">
<strong class="ph b">Incident</strong> is used
to indicate that there
is more than one occurrence of the same problem.
When this occurs, one ticket is set
to Problem and the other tickets that are reporting
the same problem are set to
Incident and linked to the problem ticket.
</p>
<p class="p">
<strong class="ph b">Problem</strong> is a support
issue
that needs to be resolved.
</p>
<strong class="ph b">Task</strong> is used by the
support agents to track
various tasks.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Support type</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
<p class="p" dir="ltr">
(Applicable only for messaging tickets) Indicates
whether a ticket
was handled entirely by an AI agent or whether
a human agent was involved.
Possible values are <strong class="ph b">AI agent</strong>
and <strong class="ph b">Agent</strong>.
</p>
For more information, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346" target="_blank">Understanding and viewing AI agent tickets for AI
agent–only conversations</a>.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Priority</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
<p class="p">
There are four values for priority:
<strong class="ph b">Low</strong>,
<strong class="ph b">Normal</strong>,
<strong class="ph b">High</strong>, and
<strong class="ph b">Urgent</strong>.
</p>
<p class="p">
As with status, you can use the field operators
to select tickets that span different priority
settings. For example, this statement returns
all tickets that are not urgent:
</p>
Priority is less than Urgent
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Group</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
The ticket group values are:
<ul class="ul" id="topic_tpp_zfp_ec__ul_jps_rlg_vt">
<li class="li">
<strong class="ph b">(—)</strong>, which
indicates that no group is assigned to the
ticket.
</li>
<li class="li">
<strong class="ph b">(current user's groups)</strong>,
which includes all the groups to which the
agent viewing the view belongs.
</li>
<li class="li">
<strong class="ph b">(assigned group)</strong>,
the group assigned to the ticket.
</li>
<li class="li">
<strong class="ph b">Group name</strong>,
the name of the group that is assigned to
the ticket.
</li>
</ul>
<p class="p">
<strong class="ph b">Group name</strong> is the
actual name of the group that is assigned to
the
ticket.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Assignee</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
<p class="p">The assignee values are:</p>
<ul class="ul" id="topic_tpp_zfp_ec__d15e17">
<li class="li">
<strong class="ph b"> (—)</strong> or
leaving the field empty indicates that the
ticket is unassigned.
</li>
<li class="li">
<strong class="ph b">(requester)</strong>
is the ticket requester. You can select
this option to return tickets that were opened
by and then assigned to the same
agent, for example.
</li>
<li class="li">
<strong class="ph b">Agent name</strong>
is the actual name of the person assigned
to the
ticket.
</li>
</ul>
<p class="p">Additional value for views:</p>
<ul class="ul" id="topic_tpp_zfp_ec__d15e38">
<li class="li">
<strong class="ph b">(current user)</strong>
is the person who is currently viewing the
view. For
example, if the view condition was
<strong class="ph b">Assignee</strong> &gt;
<strong class="ph b">Is</strong> &gt;
<strong class="ph b">(current
user)</strong>
then the agent viewing the view would be
shown all the tickets for
which they are the assignee. This enables
one view to show relevant tickets to
each agent, without having to create a specific
view for each individual agent.
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Requester</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
<p class="p">The requester values are:</p>
<ul class="ul" id="topic_tpp_zfp_ec__d16e17">
<li class="li">
<strong class="ph b">(assignee)</strong>
is the person
assigned to the ticket. The condition statement
‘Requester is Assignee’ is true if
the requester is also the person assigned
to the ticket.  This is possible if
an
agent created a ticket and was then assigned
to it.
</li>
<li class="li">
<strong class="ph b">Agent name</strong>
is the actual name of the agent.
</li>
</ul>
<p class="p">Additional value for views:</p>
<ul class="ul" id="topic_tpp_zfp_ec__d16e33">
<li class="li">
<strong class="ph b">(current user)</strong>
is the person currently looking at the view.
If you are
looking at the view, you will see tickets
for which you are the requester.
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Resolution type</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
The resolution type values are:
<ul class="ul" id="topic_tpp_zfp_ec__ul_rr4_dwn_pjc">
<li class="li">
<strong class="ph b">Automated:</strong>
Tickets were solved by AI.
</li>
<li class="li">
<strong class="ph b">Assisted:</strong> A
human solved the ticket.
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Organization</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
<p class="p">The organization values are:</p>
<ul class="ul" id="topic_tpp_zfp_ec__d17e16">
<li class="li">
<strong class="ph b">(—)</strong> indicates
that no organization has been added to the
ticket.
<p class="p">
If you
have multiple organizations,
<strong class="ph b">(—)</strong> displays
for a certain number of
organizations, but is a blank value above
that number. If you have a large
number of organizations, start typing
the organization name to find a
match.
</p>
</li>
<li class="li">
<strong class="ph b">Organization name</strong>
is the name of an organization.
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Tags</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
<p class="p">
Determine whether tickets contain a specific
tag or tags. You can include or exclude
tags in the condition statement by using the
operators
<strong class="ph b">Contains at least one of
the following</strong>
or
<strong class="ph b">Contains none of the following</strong>.
More than one tag
can be added. Press Enter between each tag you
add.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Description</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
The description is the first comment in the ticket,
whether it's public
or internal. It does not include the text from the
subject line of the ticket.
<p class="p">
If you
are using the
<strong class="ph b">Contains at least one of the following</strong>
or
<strong class="ph b">Contains none of
the following</strong>
operators, the results will consider words containing
part of
the entered search terms. For example, using
"none" for this condition will return
(or exclude) ticket descriptions containing "nonetheless".
</p>
<p class="p">
The description
condition also pulls data contained within the
HTML and the original source of a
ticket.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Channel</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
<p class="p">
The ticket channel is where and how the ticket
was created. The contents of this list
will differ depending on the channels you have
active, and any integrations you are
using.
</p>
<p class="p">
For more information about the channels you can
configure, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050-About-Zendesk-Support-channels" target="_blank">About Zendesk Support channels</a>
and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836378394" target="_blank">Understanding ticket channels in Explore</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Integration Account</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
Include (<em class="ph i">is</em>) or exclude (<em class="ph i">is not</em>)
an installed Support or
messaging integration using the drop-down menu.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Received at</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
<p class="p">
This condition checks the email address from
which the ticket was received and the
email address from which the ticket was originally
received. These values are often,
but not always, the same. The ticket can be received
from a Zendesk email domain
such as sales@mondocam.zendesk.com, or from an
external email domain such as
support@acmejetengines.com. The external email
domain must be set up as described in
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886828698" target="_blank">Forwarding incoming email to
Zendesk Support</a>
or the condition won't work.
</p>
<p class="p">
Note that this condition doesn't check the channel
from which the ticket originated
and can be true for tickets that weren't received
through email. For example, when
using the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830888730" target="_blank">Select an Address app</a>
you can specify a
recipient email address and therefore meet this
condition even though the ticket was
created in the agent interface.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Satisfaction</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
Supports the following customer satisfaction rating
values:
<div class="p">
<ul class="ul" id="topic_tpp_zfp_ec__d22e16">
<li class="li">
<strong class="ph b">Unoffered</strong>
means that the survey has not previously
been sent
</li>
<li class="li">
<strong class="ph b">Offered</strong>
means that the survey has already been
sent
</li>
<li class="li">
<strong class="ph b">Bad</strong> means
that the ticket has received a negative
rating
</li>
<li class="li">
<strong class="ph b">Bad with comment</strong>
means that the ticket has received a
negative rating
with a comment
</li>
<li class="li">
<strong class="ph b">Good</strong> means
that the ticket has received a positive
rating
</li>
<li class="li">
<strong class="ph b">Good with comment</strong>
means that the ticket has received a
positive
rating with a comment
</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Satisfaction Reason</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
Include (<em class="ph i">is</em>) or exclude (<em class="ph i">is not</em>)
the selected satisfaction
reason, if activated, using the drop-down menu.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Hours since...</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
These conditions allow you to select tickets based
on the hours that have
passed since the ticket was updated in the following
ways:
<ul class="ul" id="topic_tpp_zfp_ec__ul_hws_obo_gc">
<li class="li">Hours since created</li>
<li class="li">Hours since open</li>
<li class="li">Hours since pending</li>
<li class="li">Hours since on-hold</li>
<li class="li">Hours since solved</li>
<li class="li">
Hours since closed
<div class="note note">
<span class="notetitle">Note:</span>
If you've
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom ticket statuses</a>,
the
Hours since [<em class="ph i">ticket status</em>]
conditions are updated to Hours since
[<em class="ph i">status category</em>].
</div>
</li>
<li class="li">Hours since assigned</li>
<li class="li">Hours since update</li>
<li class="li">Hours since requester update</li>
<li class="li">Hours since assignee update</li>
<li class="li">Hours since last SLA breach</li>
<li class="li">Hours until next SLA breach</li>
<li class="li">
Hours since due date (for tickets with the
type set to Task)
</li>
<li class="li">
Hours until due date (for tickets with the
type set to Task)
</li>
<li class="li">
Hours since [<em class="ph i">ticket status name</em>]
(this condition is available only if
you've
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom ticket statuses</a>.
</li>
</ul>
<p class="p">
You can specify only whole hours, not days or
fractional hours. The hours
value must be at least zero.
</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> These
conditions are not available when you use
the option
<strong class="ph b">Tickets can
meet any of these conditions to appear in the view</strong>.
</div>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you
have
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842938522" target="_blank">multiple
schedules</a>,
views based on business hours
use your <em class="ph i">default</em> schedule
(that is, the first schedule in your schedules
list).
</div>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">
Ticket: <em class="ph i">Custom fields</em>
</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
Custom fields that set tags (drop-down list and checkbox)
are available as
conditions. You can select the drop-down list values
and Yes or No for checkboxes.
You can also use date conditions to specify if the
date value is before, after, or
on a certain date. For example, you could look for
all tickets created in the last
hour by using the condition
<strong class="ph b">Hours since created</strong>
&gt; <strong class="ph b">Is</strong> &gt;
<strong class="ph b">1</strong>.
<p class="p">
The following field types aren't available as
view conditions: Multi-line,
Numeric, Decimal, Credit Card, Regex.
</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Each
custom checkbox field must have an associated
tag. Otherwise, when you
create or edit a view, it won't appear as
an available condition.
</div>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Privacy</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
Checks the privacy settings on ticket comments. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828489370" target="_blank">Adding comments to tickets</a>
for information on public vs.
private comments.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Skills</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883700122-Using-standalone-skills-based-routing#topic_cnx_pwf_2nb" target="_blank">Creating a skills-match view</a>.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: CC'd</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
Checks whether a ticket has any of the specified
users as CCs.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket: Followers</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
Checks whether a ticket has any of the specified
users as followers.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket sharing: Sent to</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
Checks whether a ticket was shared to another Zendesk
Support account via a
specific ticket sharing agreement
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e511" style="vertical-align: top;">Ticket sharing: Received from</td>
<td class="entry cell-norowborder" headers="d52e514" style="vertical-align: top;">
Checks whether a ticket was shared from another Zendesk
Support account via a
specific ticket sharing agreement
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e511" style="vertical-align: top;">Requester: Language</td>
<td class="entry cellrowborder" headers="d52e514" style="vertical-align: top;">
Checks the language used by the end user. Include
(<em class="ph i">is</em>) or exclude (<em class="ph i">is
not</em>)
languages using the drop-down list of supported languages.
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_fjf_vev_ec">
<h2 class="title topictitle2" id="ariaid-title5">Cloning a view</h2>
<div class="body">
<p class="p">
You can clone an existing view to create a copy that you can modify
and use for some other
purpose. You can clone a view from the Views admin page or from the
views list.
</p>
<p class="p">
If you're on an Enterprise plan and using custom roles, agents need
permission to add and
edit personal, group, and global views (see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_cxn_hig_bd" target="_blank">Creating custom agent roles</a>).
Agents will receive
an error message if not given the permission.
</p>
<p class="p">
<strong class="ph b">To clone a view from the Views admin page</strong>
</p>
<ol class="ol" id="topic_fjf_vev_ec__ol_qhj_psd_jjb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Views</strong>.</span>
</li>
<li class="li">
Hover your mouse over the view you want to clone, then click
the options menu (<img class="image" id="topic_fjf_vev_ec__image_oly_tqk_tcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">)
and select <strong class="ph b">Clone</strong>.
<p class="p">
<img class="image" id="topic_fjf_vev_ec__image_cpg_pcf_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zug_workspace_views_optionsmenu.png">
</p>
</li>
<li class="li">
Modify the title, conditions, formatting, and availability as
needed.
</li>
<li class="li">
Click <strong class="ph b">Save</strong>.
</li>
</ol>
</div>
</div>
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