Accessing your views of tickets




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Verified AI summary ◀▼
Access your ticket views to organize and manage inquiries based on specific criteria. You can use standard, shared, and personal views to track tickets, including unsolved, unassigned, and pending ones. Customize views for HR or IT needs, and handle approval requests effectively. Easily open, sort, and filter views to streamline your workflow and enhance ticket management.




Location:
In Support, click Views
( ) in the sidebar.


Views are a way to group tickets based on certain criteria. You can access your
views list and open any view to see the tickets associated with that view.
The views list includes up to 100 active standard and shared team views and
up to 10 personal views.
Admins and agents with permission can use
or modify the standard views, as well as create shared team views and
personal views. Agents can use the standard views, any shared team views to
which they have access, and create their own personal views. (see Creating views to build customized lists of
tickets).
This article contains the following sections:
About standard
views
Opening a
view
Working with tickets in a view


Related articles:


Resources for working
with tickets
Updating and solving
tickets




About standard views

There is a pre-defined set of views provided for the essential day-to-day support workflow. These
include:


Your unsolved tickets
Unassigned tickets
All unsolved tickets
Recently updated tickets
Unsolved tickets in your groups
New tickets in your groups
Pending tickets
Recently solved tickets




Additional standard views for employee services

In addition to the standard views that are pre-defined and
available to all Zendesk accounts, additional HR- and
IT-specific views are provided for the Employee Services
Suite. These views provide common day-to-day workflow needs
that are specific to employee services. Each of these views
is configured to display tickets that use the ticket form of
the same name, such as New hire onboarding.
The names of all standard employee service views are prefaced
with [SAMPLE]. These views are activated by default,
but can be deactivated if
you choose not to use them.
The following employee service views are provided:
[SAMPLE] New hire onboarding
[SAMPLE] Parental leave questions
[SAMPLE] Payroll questions/issues
[SAMPLE] Hardware support
[SAMPLE] Software support


See Using the sample data
for employee services.



Standard views for approval requests

When the approval request feature is turned on, two
additional pre-defined views are activated:

Tickets with pending approvals: A list of
tickets assigned to the current user's group with
approval requests awaiting a response.

Your tickets with approval requests: A
list of tickets assigned to the current user that
have approval requests. This includes approval
requests of all statuses.


After these views are activated, admins and agents with
permissions can edit, manage, and deactivate them as
needed.




Opening a view

Views are displayed as a list in the Views pane. The first 100 of your
shared views and 10 of your personal views appear in collapsible
lists. If you've categorized your
views, they appear in the folder structure you defined.
Additionally, you can view your suspended and deleted tickets at the
bottom of the list.

Note: On Enterprise plans, admins can limit agents in custom roles
to the previous default number of views, which was 12 shared and 8
personal views.

To select and display a view

In Support, click Views
( ) in the sidebar. Views are separated into shared and personal,
if you've created personal views.

Depending on your
permissions, you may see the Deleted tickets view.
See Viewing deleted
tickets.

Select a view from the list. Use the arrow ( ) to collapse the views in
the shared or personal list. If you have more
views than appear, click Manage views at
the bottom of the list to access them. You can
change the
order views appear in, if needed.



The view opens and displays the associated tickets. Archived tickets are
not shown in views. You can sort and filter
tickets in a view as needed.

To preview a ticket in a view, hover your mouse over a ticket title or
ticket status icon.


Tip: Admins can click the Views button (+) at the top of the
Views list as a shortcut to create new shared views. See Creating ticket views to
improve team priorities and workflows.



Working with tickets in a view

Tickets in a view are preceded with a colored icon indicating each
ticket's current status.
The following standard ticket statuses are included by
default:





Standard ticket statuses
Icons
Custom ticket statuses





New
Open
Pending
On-hold
Solved



If an admin has activated custom
ticket statuses in the account, then you
may see additional ticket statuses. For
example:







Note: The On-hold ticket status is available only if an admin has activated the On-hold
status.
Within a ticket, comments use background colors to indicate the type of
comment, such as yellow for private comments or blue (temporarily)
for comments and other ticket updates added while you're viewing the
ticket. The exception is the Zendesk Agent
Workspace which doesn't support blue (temporary)
colors for comments.

Actions you can take on a ticket include:
Click a ticket in the view list to open it.
Click the Next ticket button in the upper-right
corner of the ticket to go to the next ticket in a
view.

Click the menu to the left of the Submit button
to set what happens after you submit a ticket.



Close tab returns you to the view
list.

Next ticket in view opens the next
ticket in the view.

Stay on ticket keeps the ticket
open.




For more information, see Resources for working with
tickets.



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