Announcing improvements in views conditions

Announced on | Rollout starts | Rollout ends
April 15, 2026 | April 15, 2026 | April 27, 2026

We’re excited to announce the release of a number of improvements when filtering views.

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Zendesk is enhancing views by adding support for custom ticket text fields as filter conditions. Users can now filter tickets using powerful text-based operators such as:

Contains the following string

Does not contain the following string

Contains at least one of the following words

Contains none of the following words

Additionally, ticket sharing conditions have been expanded beyond the previous single operator. New operators include:

Is not (tickets not shared from a specified account)

Present (tickets that have been shared from any account)

Not present (tickets that have not been shared)

These improvements allow more precise and flexible ticket filtering directly within views.

Why is Zendesk making this change?

While views already offer many filtering options, there were limitations that prevented customers from optimally configuring Views for their unique workflows. By enabling text field filtering and expanding ticket sharing conditions, Zendesk empowers customers with greater flexibility and control. This allows for improved ticket management, better alignment with business needs, and more efficient workflows.

What do I need to do?

No immediate action is required. These enhancements are now generally available (GA) and automatically accessible within your Zendesk environment. To benefit from the new functionality:

Explore the views conditions builder to start applying text field filters using the new operators.

Utilize the expanded ticket sharing conditions to better segment and manage shared tickets.

If you manage views configurations, consider reviewing your existing filters to leverage these new capabilities for more granular and powerful ticket sorting.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.