Accessing your views of tickets

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-content">Access your ticket views to organize and manage customer inquiries based on specific criteria. You can use standard, shared, or personal views to streamline your workflow. Customize views to suit your needs, and easily navigate through ticket statuses and actions. This feature helps you prioritize tasks and improve response times, ensuring effective customer support across various channels.</p>
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<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span>
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click <strong class="ph b">Views</strong>
(<img class="image" height="NaN" id="topic-1__image_i1h_p3d_jjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_icon.png" width="NaN">) in the sidebar.</span>
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<p class="p">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.</p>
<p class="p">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents with permission</a> 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">Creating views to build customized lists of
tickets</a>).</p>
<div class="p">This article contains the following sections:<ul class="ul" id="topic-1__ul_cnq_25m_vt">
<li class="li"><a class="xref" href="#topic_gnx_2tm_vt">About standard
views</a></li>
<li class="li"><a class="xref" href="#topic_1nl_ftm_vt">Opening a
view</a></li>
<li class="li"><a class="xref" href="#topic_ocm_vkx_cfc">Working with tickets in a view</a></li>
</ul>
</div>
<p class="p">Related articles: </p>
<div class="p">
<ul class="ul" id="topic-1__ul_zcx_2w4_2fc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882039450" target="_blank">Resources for working
with tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832151834" target="_blank">Updating and solving
tickets</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_gnx_2tm_vt">
<h2 class="title topictitle2" id="ariaid-title2">About standard views</h2>
<div class="body">
<p class="p">There is a pre-defined set of views provided for the essential day-to-day support workflow. These
include:</p>
<div class="p">
<ul class="ul" id="topic_gnx_2tm_vt__ul_bc2_3tm_vt">
<li class="li">Your unsolved tickets</li>
<li class="li">Unassigned tickets</li>
<li class="li">All unsolved tickets</li>
<li class="li">Recently updated tickets</li>
<li class="li">Unsolved tickets in your groups</li>
<li class="li">New tickets in your groups</li>
<li class="li">Pending tickets</li>
<li class="li">Recently solved tickets</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_ffq_qk4_yfc">
<h3 class="title topictitle3" id="ariaid-title3">Standard views for approval requests</h3>
<div class="body">
<div class="p">When the approval request feature is <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9475816348442" target="_blank">turned on</a>, two
additional pre-defined views are activated:<ul class="ul" id="topic_ffq_qk4_yfc__ul_bbs_5k4_yfc">
<li class="li">
<strong class="ph b">Tickets with pending approvals</strong>: A list of
tickets assigned to the current user's group with
approval requests awaiting a response.</li>
<li class="li">
<strong class="ph b">Your tickets with approval requests</strong>: A
list of tickets assigned to the current user that
have approval requests. This includes approval
requests of all statuses.</li>
</ul>
</div>
<p class="p">After these views are activated, admins and agents with
permissions can edit, manage, and deactivate them as
needed.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_z4c_r5r_xjc">
<h3 class="title topictitle3" id="ariaid-title4">Customized views for automatic setup</h3>
<div class="body">
<p class="p">If you use AI-driven automatic setup to create your Zendesk Suite
trial account, you'll have a set of customized views in your
account, which may or may not include some of the <a class="xref" href="#topic-1__ul_cnq_25m_vt">standard
views</a>. These customized views vary depending
on the topics included on your corporate website. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9748832324634#topic_spt_rqd_xjc" target="_blank">About your automatic
setup</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_1nl_ftm_vt">
<h2 class="title topictitle2" id="ariaid-title5">Opening a view</h2>
<div class="body">
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009260752794" target="_blank">categorized your
views</a>, they appear in the folder structure you defined. </p>
<p class="p">Additionally, you can view your suspended and deleted tickets at the
bottom of the list.</p>
<div class="note">
<span class="notetitle">Note:</span> On Enterprise plans, admins can limit <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_cxn_hig_bd" target="_blank">agents in custom roles</a>
to the previous default number of views, which was 12 shared and 8
personal views.</div>
<div class="p">
<strong class="ph b">To select and display a view</strong><ol class="ol" id="topic_1nl_ftm_vt__ol_qcz_v4w_lcc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click <strong class="ph b">Views</strong>
(<img class="image" height="NaN" id="topic_1nl_ftm_vt__image_i1h_p3d_jjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_icon.png" width="NaN">) in the sidebar.</span><p class="p">Views are separated into shared and personal,
if you've created personal views. </p>
<p class="p"><img class="image img-screenshot" id="topic_1nl_ftm_vt__image_db4_y4w_lcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_list_for_agents.png" width="250"></p>
<p class="p">Depending on your
permissions, you may see the Deleted tickets view.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835089050#topic_g5g_j24_xw" target="_blank">Viewing deleted
tickets</a>.</p>
</li>
<li class="li">Select a view from the list.<p class="p">Use the arrow (<img class="image" id="topic_1nl_ftm_vt__image_mhg_wpw_lcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-sort-path-up.png">) to collapse the views in
the shared or personal list. If you have more
views than appear, click <strong class="ph b">Manage views</strong> at
the bottom of the list to access them. You can
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842965530#topic_tmy_3hd_jjb" target="_blank">change the
order</a> views appear in, if needed.</p>
</li>
</ol>
</div>
<p class="p">The view opens and displays the associated tickets. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887617050-About-ticket-archiving" target="_blank">Archived tickets</a> are
not shown in views. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5430058226330" target="_blank">sort and filter
tickets</a> in a view as needed.</p>
<p class="p"><img class="image" id="topic_1nl_ftm_vt__image_xtg_qpw_lcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_sort_order_reset.png" width="800"></p>
<p class="p">To preview a ticket in a view, hover your mouse over a ticket title or
ticket status icon. </p>
<p class="p"><img class="image img-screenshot" id="topic_1nl_ftm_vt__image_rjn_ndg_vt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_ticket_hover_new.png" width="800"></p>
<div class="note tip">
<span class="tiptitle">Tip:</span> Admins can click the Views button (+) at the top of the
Views list as a shortcut to create new shared views. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9954751708826" target="_blank">Creating ticket views to
improve team priorities and workflows</a>.</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ocm_vkx_cfc">
<h2 class="title topictitle2" id="ariaid-title6">Working with tickets in a view</h2>
<div class="body">
<p class="p">Tickets in a view are preceded with a colored icon indicating each
ticket's current status. </p>
<div class="p">The following standard ticket statuses are included by
default:<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_ocm_vkx_cfc__simpletable_zsg_2lz_cfc" summary="">
<col style="width:21.551724137931032%">
<col style="width:30.17241379310344%">
<col style="width:48.275862068965516%">
<thead>
<tr class="sthead">
<th class="stentry" id="d90e306" style="vertical-align:bottom;text-align:left;">Standard ticket statuses</th>
<th class="stentry" id="d90e309" style="vertical-align:bottom;text-align:left;">Icons</th>
<th class="stentry" id="d90e312" style="vertical-align:bottom;text-align:left;">Custom ticket statuses</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d90e306" style="vertical-align:top;">
<p class="p">New</p>
<p class="p">Open</p>
<p class="p">Pending</p>
<p class="p">On-hold</p>
<p class="p">Solved</p>
</td>
<td class="stentry" headers="d90e309" style="vertical-align:top;"><img class="image img-screenshot" id="topic_ocm_vkx_cfc__image_f1l_4lz_cfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_ticket_results_colors_updated.png"></td>
<td class="stentry" headers="d90e312" style="vertical-align:top;">
<p class="p">If an admin has <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom
ticket statuses</a> in the account, then you
may see additional ticket statuses. For
example:</p>
<img class="image" id="topic_ocm_vkx_cfc__image_q3q_bv4_2fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_ticket_statuses_agent_guide.png" width="150">
</td>
</tr>
</tbody>
</table>
</div>
<div class="note">
<span class="notetitle">Note:</span> The On-hold ticket status is available only if an admin has <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889282458" target="_blank">activated the On-hold
status</a>.</div>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Zendesk Agent
Workspace</a> which doesn't support blue (temporary)
colors for comments. </p>
<div class="p">
<strong class="ph b">Actions you can take on a ticket include</strong>: <ul class="ul" id="topic_ocm_vkx_cfc__ul_brk_ps4_2fc">
<li class="li">Click a ticket in the view list to open it. </li>
<li class="li">Click the <strong class="ph b">Next ticket</strong> button in the upper-right
corner of the ticket to go to the next ticket in a
view.<p class="p"><img class="image img-screenshot" height="NaN" id="topic_ocm_vkx_cfc__image_jcj_wdg_vt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_nextbutton2.png" width="NaN"></p>
</li>
<li class="li">Click the menu to the left of the <strong class="ph b">Submit</strong> button
to set what happens after you submit a ticket.
<p class="p"><img class="image img-screenshot" id="topic_ocm_vkx_cfc__image_cvt_b2g_vt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_menu_stayonticket_closetab_gotonext.png"></p>
<ul class="ul" id="topic_ocm_vkx_cfc__ul_mmj_g54_2fc">
<li class="li">
<strong class="ph b">Close tab</strong> returns you to the view
list.</li>
<li class="li">
<strong class="ph b">Next ticket in view</strong> opens the next
ticket in the view.</li>
<li class="li">
<strong class="ph b">Stay on ticket</strong> keeps the ticket
open.</li>
</ul>
</li>
</ul>
</div>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882039450" target="_blank">Resources for working with
tickets</a>.</p>
</div>
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