Troubleshooting common issues with view visibility and freshness

In some cases, a ticket view (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.

The article contains the topics below:

Check your browser

This could be a cached issue. Clear the cache and cookies of your browser, try a different supported browser, a private or incognito window, or deactivate any proxy or VPN.

Confirm the group you are part of has access to the view

Contact an admin of the view

Ask them to verify the view setting Who has access

And to ensure that the group assigned to you in your profile matches the view setting

Ensure you are allowed to see tickets the tickets are assigned to

Ensure if tickets in that view are assigned to a specific group under Assignee and open your Zendesk profile to confirm that you are allowed to view that ticket.

Verify your custom role has access to those tickets

If you are on an Enterprise plan, ask an admin on your account to verify that the role assigned to you is allowed to view those tickets.