Creating views to build customized lists of tickets


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.


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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.





Location: Admin Center > Workspaces > Agent tools > 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
Creating views
Building view condition statements
Cloning a view

Related articles:
Managing your views
Categorizing your views
Accessing your views of tickets




About view types

Zendesk Support includes the following types of views:



Standard views: There are a number of standard 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. 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.

Shared views: 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 ( ) .

Personal views: Agents can create views that are available to themselves only.
Their first 10 personal views are accessible in the Views list ( ).


Note: 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 Creating custom agent roles.




Creating views

Views are a way to organize tickets by grouping them into lists based on certain
criteria.
Agents can create views for their own personal use only. Admins and agents in custom roles with permission can create personal views,
as well as shared views for use by multiple agents. To help admins get started with views,
Zendesk provides a setup wizard for views.


Note: If you want to view tickets to understand trends or history, then it’s better to create a report. 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 export the data.

The following video gives you an overview of how to create views.


Creating views to filter tickets [1:23]

To create a view
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views.
Click Create view. 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 ( ) and select Create view
below.
Alternatively, you can clone an existing view (see Cloning a
view).

Enter a Title for the view:
Use placeholders so titles are translated to the
agent's language. For example, {{zd.all_unsolved_tickets}} for all unsolved
tickets.
Add emojis to help agents differentiate views by pasting the emoji’s image into
the title. On this
website you click the emoji to copy it.

Categorize your views into folders, in Agent Workspace, by entering the double
colon (::) syntax in the title. See Categorizing your views for more information.


Enter a Description for the view.
Select an option to determine Who has access:


Any agent, available to all agents.

Agents in specific groups, available to agents in specified groups.
Select groups from the menu, then click away when finished.

Only you, available to you as a personal view.




Click Add condition to set up the view to meet All or Any
conditions. The conditions define this collection of tickets.

Select a Condition, Field operator, and Value for each condition
you add. See Building
view condition statements.

Click Preview to test the conditions.
Set the formatting options:

Drag the Columns into the order you want and click Add column to
add up to 15 columns. Multi-select fields are not
supported.



Under Group by, select the ticket field you want to use to group tickets,
then select Ascending or Descending. Keep in
mind the following when grouping views:
If you select Request date from the Group by drop-down list,
any settings you change in the Order by drop-down list will not be
applied.
If you select a custom field value from the Group by drop-down
list, the tickets in the view are ordered alphabetically by the field's tag,
not its name. See Understanding custom ticket fields and
views.



Under Order by, select a ticket field to use as the default data to order
tickets, then select Ascending or Descending. 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.




Click Save. The view is created. Views do not include archived tickets.



You can manage your view (edit, deactivate, and so on) on the view's
page (see Managing your views).



Building view condition statements

As with the other business rules, you select collections of tickets using conditions,
operators, and values.
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:

Checking several text fields.
Checking for a null value. For example, "Assignee is ( - )".

Using broadly exclusionary conditions. For example, "NOT" statements.
Instead, use inclusive conditions that are as specific as possible.

Checking for tags.

Checking for a ticket description with a condition that "does not contain the following
string".
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.


Your view condition statements must have at least one of the following ticket properties in
the Meet all of the following conditions section:

Status
Status category
Type
Group
Assignee
Requester
Support type

Some conditions may not be available, depending on your plan.








Condition
Description




Ticket: Status


Note: If you’ve activated custom ticket statuses, existing
standard ticket statuses become status categories. If you have existing conditions
that use Status, they’re updated to the corresponding Status category.
The standard ticket status values are:
New is the initial status of a newly created ticket (not assigned to an
agent).
Open means that the ticket has been assigned to an agent.
Pending 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.
On-hold 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
Adding the On-hold ticket status).
Solved indicates that the customer’s issue has been resolved. Tickets remain
solved until they are closed.
Closed means that the ticket has been locked and cannot be reopened or
updated.
When selecting a status, you can use the field operators Less Than and
Greater Than to specify a range of tickets based on their status.
New is the lowest value, with values increasing until you get to
Closed status. For example, a condition statement that returns only New,
Open, and Pending tickets looks like this:
Status is less than Solved.



Ticket: Status category


Note: If you’ve activated custom ticket statuses, standard ticket
statuses and custom ticket statuses are grouped into status categories. Each
status category has a default ticket status. See Managing ticket statuses.
The status category values are:


New is the initial status category of a newly created ticket (not
assigned to an agent).

Open is for grouping ticket statuses that indicate when tickets are
ready to be worked on by your support team.

Pending is for grouping ticket statuses that are used to indicate that
the support team is waiting for the requester to reply.

On-hold 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 Activating the On-hold status category).

Solved contains ticket statuses that indicate that the customer’s issue
has been resolved.

Closed contains the Closed standard ticket status that indicates that
the ticket has been locked and cannot be reopened or updated.




Ticket: Ticket status
If you’ve activated custom ticket statuses, you can select standard
ticket statuses and custom ticket statuses as conditions.


Ticket: Brand
Include (is) or exclude (is not) a brand using the drop-down
menu.


Ticket: Form
Select the required ticket form. For more information on ticket forms, see
Creating ticket forms to support multiple request types.




Ticket: Service catalog form
Used to check that the ticket uses a specific service request forms. Available only when the service catalog is turned on.



Ticket: Type

The ticket type values
are:
Question
Incident 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.
Problem is a support issue
that needs to be resolved.
Task is used by the support agents to track
various tasks.


Ticket: Support type

(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 AI agent and Agent.
For more information, see
Understanding and viewing AI agent tickets for AI
agent–only conversations.


Ticket: Priority

There are four values for priority: Low, Normal, High, and Urgent.
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:
Priority is less than Urgent


Ticket: Group
The ticket group values are:

(—), which indicates that no group is assigned to the ticket.

(current user's groups), which includes all the groups to which the
agent viewing the view belongs.

(assigned group), the group assigned to the ticket.

Group name, the name of the group that is assigned to the ticket.

Group name is the actual name of the group that is assigned to the
ticket.



Ticket: Assignee

The assignee values are:


(—) or leaving the field empty indicates that the ticket is unassigned.


(requester) 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.

Agent name is the actual name of the person assigned to the
ticket.

Additional value for views:


(current user) is the person who is currently viewing the view. For
example, if the view condition was Assignee > Is > (current
user) 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.




Ticket: Requester

The requester values are:


(assignee) 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.

Agent name is the actual name of the agent.

Additional value for views:


(current user) 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.




Ticket: Resolution type
The resolution type values are:

Automated: Tickets were solved by AI.

Assisted: A human solved the ticket.




Ticket: Organization

The organization values are:


(—) indicates that no organization has been added to the ticket. If you
have multiple organizations, (—) 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.


Organization name is the name of an organization.




Ticket: Tags

Determine whether tickets contain a specific tag or tags. You can include or exclude
tags in the condition statement by using the operators Contains at least one of
the following or Contains none of the following. More than one tag
can be added. Press Enter between each tag you
add.



Ticket: Description
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. If you
are using the Contains at least one of the following or Contains none of
the following 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".
The description
condition also pulls data contained within the HTML and the original source of a
ticket.



Ticket: Channel

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.
For more information about the channels you can configure, see About Zendesk Support channels and Understanding ticket channels in Explore.



Ticket: Integration Account
Include (is) or exclude (is not) an installed Support or
messaging integration using the drop-down menu.


Ticket: Received at

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
Forwarding incoming email to
Zendesk Support or the condition won't work.
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 Select an Address app you can specify a
recipient email address and therefore meet this condition even though the ticket was
created in the agent interface.



Ticket: Satisfaction
Supports the following customer satisfaction rating values:


Unoffered means that the survey has not previously been sent

Offered means that the survey has already been sent

Bad means that the ticket has received a negative rating

Bad with comment means that the ticket has received a negative rating
with a comment

Good means that the ticket has received a positive rating

Good with comment means that the ticket has received a positive
rating with a comment





Ticket: Satisfaction Reason
Include (is) or exclude (is not) the selected satisfaction
reason, if activated, using the drop-down menu.


Ticket: Hours since...
These conditions allow you to select tickets based on the hours that have
passed since the ticket was updated in the following ways:
Hours since created
Hours since open
Hours since pending
Hours since on-hold
Hours since solved
Hours since closed
Note: If you've activated custom ticket statuses, the
Hours since [ticket status] conditions are updated to Hours since
[status category].

Hours since assigned
Hours since update
Hours since requester update
Hours since assignee update
Hours since last SLA breach
Hours until next SLA breach
Hours since due date (for tickets with the type set to Task)
Hours until due date (for tickets with the type set to Task)
Hours since [ticket status name] (this condition is available only if
you've activated custom ticket statuses.

You can specify only whole hours, not days or fractional hours. The hours
value must be at least zero.


Note: These conditions are not available when you use the option Tickets can
meet any of these conditions to appear in the view.



Note: If you have multiple
schedules, views based on business hours
use your default schedule (that is, the first schedule in your schedules
list).




Ticket: Custom fields

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 Hours since created > Is > 1.
The following field types aren't available as view conditions: Multi-line,
Numeric, Decimal, Credit Card, Regex.


Note: 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.




Ticket: Privacy
Checks the privacy settings on ticket comments. See Adding comments to tickets for information on public vs.
private comments.


Ticket: Skills
See Creating skills-based views.


Ticket: CC'd
Checks whether a ticket has any of the specified users as CCs.


Ticket: Followers
Checks whether a ticket has any of the specified users as followers.


Ticket sharing: Sent to
Checks whether a ticket was shared to another Zendesk Support account via a
specific ticket sharing agreement


Ticket sharing: Received from
Checks whether a ticket was shared from another Zendesk Support account via a
specific ticket sharing agreement


Requester: Language
Checks the language used by the end user. Include (is) or exclude (is
not) languages using the drop-down list of supported languages.







Cloning a view

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.
If you're on an Enterprise plan and using custom roles, agents need permission to add and
edit personal, group, and global views (see Creating custom agent roles). Agents will receive
an error message if not given the permission.
To clone a view from the Views admin page

In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views.
Hover your mouse over the view you want to clone, then click the options menu ( ) and select Clone.

Modify the title, conditions, formatting, and availability as needed.
Click Save.



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