Why are tickets missing from my views?

<h2 id="h_01JY6WPM3TX10S2RA6XX673KSC">Why do tickets not appear in my views?</h2><p>If tickets don't appear in your <a href="https://support.zendesk.com/hc/en-us/articles/4408888828570-Creating-views-to-build-customized-lists-of-tickets" target="_blank" rel="noopener noreferrer">views</a>, they likely don't meet the view conditions.</p><p>Views work as filters for your tickets. They display only tickets that match the view conditions.</p><p>To troubleshoot your view:</p><ol>
<li data-list-item-id="e0277fc49e32e77725a8e138ad4189bc8">In <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center#topic_hfg_dyz_1hb">Admin Center</a>, click <strong>Workspaces</strong> in the sidebar, then select <strong>Agent tools &gt; Views</strong>
</li>
<li data-list-item-id="e8d4b7c8e70f77567b8a583773285e4fe">Open the view that doesn't include the tickets, then scroll to the conditions</li>
<li data-list-item-id="e8588431086afb20db3fc8139ca8abc63">Open a ticket that doesn't appear in the view, then compare it to each condition in your view</li>
<li data-list-item-id="efafb3574673949afac40f23fdb7f8dfb">Update the view to include those tickets</li>
</ol><p>If the view or its tickets still don’t appear, try the following troubleshooting steps:</p><ol>
<li data-list-item-id="e029e5fc24771b7533515c34e4db3a690">Clear your browser <a href="https://support.zendesk.com/hc/en-us/articles/4408823836314-How-to-clear-cache-and-cookies" target="_blank" rel="noopener noreferrer">cache and cookies</a>.</li>
<li data-list-item-id="ea8bfe92fce73d279266f909166267353">Open Zendesk in 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>.</li>
<li data-list-item-id="e4fa496dc6c91971f427e35940323e311">Try a private or incognito browser window.</li>
<li data-list-item-id="ecbe415d5579654c333316cb4774f0d48">Temporarily deactivate any proxy or VPN.</li>
</ol><p>Contact an admin to verify that your group has access to the view. The admin should check the view’s Who has access setting and confirm that the group assigned to your <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> matches the view setting.</p><p>If the view includes tickets assigned to a specific group, confirm that your profile allows you to view tickets assigned to that group.</p><p>On Enterprise plans, 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> to verify that your custom role allows you to view the affected tickets.</p><p>Views don't include <a href="https://support.zendesk.com/hc/en-us/articles/4408887617050-About-ticket-archiving" target="_blank" rel="noopener noreferrer">archived tickets</a>. Archived tickets are included in search results. You may notice a discrepancy between the number of ticket results shown in a view and the number shown in a ticket search with the same parameters.</p><div class="p">
<div class="note">Note: Tickets in a different group from your agent may not appear. Verify the agent profile along with their access and the group field.</div>
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<h2 id="h_01KS0G4JHJ7VVGHRR6ZM50A9SQ">
Why are tickets missing from my views? Why did my tickets disappear
from my views Why are tickets not showing up in my view?
</h2>
<p>
Views work as filters for your tickets. They display only tickets
that match the view conditions. If tickets do not appear in your
views, they likely do not meet the view conditions.
</p>
<h2 id="h_01KS0G4JHJ1PTFAZWQHGMRQG8B">
How do I troubleshoot my view? How do I update my view to include
missing tickets How do I fix missing tickets in views?
</h2>
<ol>
<li>
In <strong>Admin Center</strong>, click <strong>Workspaces</strong>
in the sidebar, then select <strong>Agent tools</strong>
&gt; <strong>Views</strong>.
</li>
<li>
Open the view that does not include the tickets, then scroll
to the conditions.
</li>
<li>
Open a ticket that does not appear in the view, then compare
it to each condition in your view.
</li>
<li>Update the view to include those tickets.</li>
</ol>
<h2 id="h_01KS0G4JHJEFWG4Q6HY2VH2CDV">
Do views include archived tickets? Can I see archived tickets
in my views?
</h2>
<p>
Views do not include archived tickets. Archived tickets are included
in search results. You may notice a discrepancy between the number
of ticket results shown in a view and the number shown in a ticket
search with the same parameters.
</p>
<h2 id="h_01KS0G4JHJAR5KXG4R7Q4AP27N">
Why can I not see tickets from a different group or team? Why
are tickets missing based on agent group field?
</h2>
<p>
Tickets in a different group or department from your agent or
support person may not appear. Verify the agent profile along
with their access and group field.
</p>
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