Why are tickets missing from my views?

Why did my tickets disappear from my views?

If tickets do not show in your views, these tickets likely do not meet the view conditions. Views work as filters for your tickets. They display only tickets that match the view conditions.

To troubleshoot your view conditions and ensure your tickets appear:

In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views

Open the view that does not include the tickets, then scroll to the conditions

Open a ticket that does not appear in the view, then compare it to each condition in your view

Update the view to include those tickets

If the view or its tickets still don’t appear, try the following troubleshooting steps:

Clear your browser cache and cookies.

Open Zendesk in a different supported browser.

Try a private or incognito browser window.

Temporarily deactivate any proxy or VPN.

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 profile matches the view setting.

If the view includes tickets assigned to a specific group, confirm that your profile allows you to view tickets assigned to that group.

On Enterprise plans, ask an admin to verify that your custom role allows you to view the affected tickets.

Views don't 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.

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.

Note: Tickets in a different group.