Troubleshooting common issues with view visibility and freshness

<p>In some cases, a <a href="https://support.zendesk.com/hc/en-us/articles/4408888828570-Creating-views-to-build-customized-lists-of-tickets#topic_vcr_xfp_ec" target="_blank" rel="noopener noreferrer">ticket view</a> (sometimes named ticket queue or folder by some of our users) may not appear in your views list, or it may not display the expected tickets. Use this guide to find solutions to the most common issues with views.</p><p>The article contains the topics below:</p><div class="accordion"><strong>Check your browser</strong></div><div class="panel"><p>This could be a cached issue. <a href="https://support.zendesk.com/hc/en-us/articles/4408823836314-How-to-clear-cache-and-cookies" target="_blank" rel="noopener noreferrer">Clear the cache and cookies</a> of your browser, try a different <a href="https://support.zendesk.com/hc/en-us/articles/4408893306010-Zendesk-system-requirements#topic_og1_lfr_v3c" target="_blank" rel="noopener noreferrer">supported browser</a>, a private or incognito window, or deactivate any proxy or VPN.</p></div><div class="accordion"><strong>Confirm the group you are part of has access to the view</strong></div><div class="panel"><ol>
<li data-list-item-id="e44241ccc5e41ba8f271fc888babdb7c4"><p dir="auto">Contact an <a href="https://support.zendesk.com/hc/en-us/articles/6489966715546-How-can-I-locate-my-admin" target="_blank" rel="noopener noreferrer">admin</a> of the view </p></li>
<li data-list-item-id="e6ef55973810510286a879cd70331600f"><p dir="auto">Ask them to verify the <a href="https://support.zendesk.com/hc/en-us/articles/4408832792986-Managing-your-views#topic_fzx_qyj_5b" target="_blank" rel="noopener noreferrer">view setting</a> <strong>Who has access</strong></p></li>
<li data-list-item-id="ede58b61ff875ea53653588c911e6957c"><p dir="auto">And to ensure that the group assigned to you in <a href="https://support.zendesk.com/hc/en-us/articles/4408832485914-Editing-team-member-user-profiles" target="_blank" rel="noopener noreferrer">your profile</a> matches the view setting</p></li>
</ol></div><div class="accordion"><strong>Ensure you are allowed to see tickets the tickets are assigned to</strong></div><div class="panel"><p>Ensure if tickets in that view are assigned to a specific group under <strong>Assignee</strong> and open your Zendesk <a href="https://support.zendesk.com/hc/en-us/articles/4408824375450-Setting-roles-and-access-in-Zendesk-Admin-Center#topic_qbd_jjy_lkb" target="_blank" rel="noopener noreferrer">profile</a> to confirm that you are allowed to view that ticket.</p></div><div class="accordion"><strong>Verify your custom role has access to those tickets</strong></div><div class="panel">
<p>If you are on an Enterprise plan, ask an <a href="https://support.zendesk.com/hc/en-us/articles/6489966715546-How-can-I-locate-my-admin" target="_blank" rel="noopener noreferrer">admin</a> on your account to verify that the <a href="https://support.zendesk.com/hc/en-us/articles/4408824375450-Setting-roles-and-access-in-Zendesk-Admin-Center#topic_ppd_dky_lkb" target="_blank" rel="noopener noreferrer">role</a> assigned to you is allowed to view those tickets.</p>
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<summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary>

<h2 id="h_01KXE8WX07RXJEX2VEZY86BPVT">What is a ticket view? Why does my folder or ticket queue disappear? Why can I not see my expected tickets?</h2>
<p>A ticket view or ticket queue or folder organizes your tickets. Sometimes it does not appear in your views list or display the expected tickets due to local browser caching issues or restricted permissions.</p>

<h2 id="h_01KXE8WX07VKGCA648KNWQ41TP">How do I fix cached issues with my views? How do I troubleshoot a ticket queue or folder that does not display correctly?</h2>
<p>Clear the cache and cookies of your browser. Alternatively, try a different supported browser, open a private or incognito window, or deactivate any proxy or VPN.</p>

<h2 id="h_01KXE8WX071J7FW2FFGNQS8XJ9">Can I view a ticket view or folder if my team or group does not have access? How do I confirm my group has access to a view?</h2>
<p>You cannot see a view if your group lacks access. To fix this, contact an admin of the view and ask them to perform these steps:</p>
<ol>
<li>Verify the view setting <strong>Who has access</strong>.</li>
<li>Ensure that the group assigned to you in your profile matches the view setting.</li>
</ol>

<h2 id="h_01KXE8WX078KCJKX3CN880MMH3">What plan type or pricing tier restricts role access to tickets? Can I verify permissions for my custom role on an Enterprise plan?</h2>
<p>The Enterprise plan allows role-based ticket restrictions. If you use an Enterprise plan, ask an admin on your account to verify that the <strong>Role</strong> or access level assigned to you allows you to view those tickets.</p>

<h2 id="h_01KXE8WX07KBVX71STK6RM5M1S">How do I ensure I am allowed to see tickets in a view? How do I verify my assignee or support person permissions?</h2>
<p>Ensure if tickets in that view are assigned to a specific group or department under <strong>Assignee</strong>. Then, open your Zendesk profile to confirm that you are allowed to view that ticket.</p>

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