Zendesk Suite trial: Creating ticket views to improve team priorities and workflows

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Use the Ticket views setup wizard to create shared ticket views. Views
help your team prioritize tickets and manage workflows. After setting
up, you can review and
adjust these views in Admin Center.
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<div class="body">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Launchpad</span>
</div>
<p class="p" dir="ltr">Using views to organize your tickets helps you and your team determine which tickets
need attention and plan accordingly. To learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">Creating views to build customized lists of tickets</a>. </p>
<p class="p" dir="ltr">There are a number of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829483930#topic_gnx_2tm_vt" target="_blank">standard views</a> that are included when you open a
Zendesk Support account. To help you understand how views work, Zendesk also provides you with
a setup wizard that shows how to create additional, custom views for your account.</p>
<p class="p">This article contains these sections: </p>
<ul class="ul" id="topic-1__ul_mct_b21_bhb">
<li class="li"><a class="xref" href="#topic_lhf_5jc_x2c">Starting the setup wizard for ticket views</a></li>
<li class="li"><a class="xref" href="#topic_yb5_tmc_x2c">Creating shared views</a></li>
<li class="li"><a class="xref" href="#topic_mzh_123_3hc">Finishing up</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lhf_5jc_x2c">
<h2 class="title topictitle2" id="ariaid-title2">Starting the setup wizard for ticket views</h2>
<div class="body">
<p class="p" dir="ltr">After you’ve wrapped up the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9104802071578" target="_blank">basic trial tasks</a> for your account, start the setup wizard for
views. The wizard helps you set up a few shared views you and your agents can use to manage
ticket workflows and priorities. In addition to Zendesk Suite trial accounts, you can use
this wizard for Zendesk Suite paid accounts and for Support-only accounts. </p>
<p class="p"><strong class="ph b">To set up ticket views</strong></p>
<ol class="ol" id="topic_lhf_5jc_x2c__ol_jyj_3lc_x2c">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_lhf_5jc_x2c__d9e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_launchpad_icon.png" width="16"><strong class="ph b">Launchpad</strong>.</span><p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9932626237338" target="_blank">Launchpad</a> provides a “home base” for setting up
features in your account and for trying out new product offerings. </p>
</li>
<li class="li">Find Ticket views in the Get started section of Launchpad.<p class="p"><img class="image img-screenshot" id="topic_lhf_5jc_x2c__image_wyf_rc3_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_views_start.png" width="200"></p>
</li>
<li class="li">Click <strong class="ph b">Start</strong> to open the wizard.<p class="p">You can also start the wizard by clicking the
add icon (+) on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832792986" target="_blank">Views</a> page in Support.</p>
<p class="p"><img class="image img-screenshot" id="topic_lhf_5jc_x2c__image_bn1_srv_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_start_views.png" width="200"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yb5_tmc_x2c">
<h2 class="title topictitle2" id="ariaid-title3">Creating shared views</h2>
<div class="body">
<div class="p">The wizard shows a list of shared views you can create for your account. A <em class="ph i">shared
view</em> is a view that all your team members can use to solve tickets. The list of views
you can create are customized depending on how your account is set up and the features
available in your account. They can include: <ul class="ul" id="topic_yb5_tmc_x2c__ul_skh_3nk_hgc">
<li class="li" dir="ltr">
<strong class="ph b">Urgent tickets</strong>: Shows all new or open tickets with an Urgent <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886739098" target="_blank">priority</a>. This choice appears for all accounts.</li>
<li class="li">
<em class="ph i">Custom ticket field</em>
<strong class="ph b">tickets</strong>: Shows all tickets that contain the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">custom ticket field</a> specified, where<em class="ph i"> Custom ticket
field</em> is the name of a custom ticket field. This choice appears when you create
your first custom ticket field. You can use this view as a model when you add more
custom ticket fields and you want to create views for each of them.</li>
<li class="li">
<em class="ph i">Group</em>
<strong class="ph b">tickets</strong>: Shows all tickets assigned to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130" target="_blank">group</a> specified, where <em class="ph i">Group</em> is the name of a group.
This choice appears when you create your first group. You can use this view as a model
when you add more groups and you want to create views for each of them.</li>
<li class="li">
<em class="ph i">Organization</em>
<strong class="ph b">tickets</strong>: Shows all tickets assigned to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882246298" target="_blank">organization</a> specified, where <em class="ph i">Organization</em> is the name
of an organization. This choice appears when you create your first organization. You can
use this view as a model when you add more organizations and you want to create views
for each of them.</li>
<li class="li" dir="ltr">
<strong class="ph b">Messaging tickets</strong>: Shows all new or open messaging tickets. This
choice appears if you have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846454682" target="_blank">messaging</a> tickets in your account.</li>
<li class="li">
<strong class="ph b">AI Agent tickets</strong>: Shows all <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346#topic_rxc_2r1_2gc" target="_blank">AI agent tickets</a>. This choice appears if you
have the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346#topic_myq_2r1_2gc" target="_blank">AI agent tickets setting</a> turned on.</li>
<li class="li">
<strong class="ph b">Negative sentiment tickets</strong>: Shows all tickets with a negative or very negative
sentiment predicted by intelligent triage. This choice appears if you have the Copilot
add-on with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">intelligent triage</a> activated in your
account.</li>
</ul>
</div>
<p class="p"><strong class="ph b"><strong class="ph b">To create a shared view</strong></strong></p>
<ol class="ol" id="topic_yb5_tmc_x2c__ol_sfr_zmc_x2c">
<li class="li">In the wizard, select the view you want to create. <p class="p"><img class="image img-screenshot" id="topic_yb5_tmc_x2c__image_ntd_yhh_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_views_create.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Preview</strong> to see how the view will be applied to your tickets.<p class="p">The preview
shows a list of tickets that will be included in the view.</p>
<p class="p"><img class="image img-screenshot" id="topic_yb5_tmc_x2c__image_kpf_x3h_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_views_preview.png" width="300"></p>
</li>
<li class="li">If you’re happy with how the view works, click <strong class="ph b">Create</strong>.<p class="p">The wizard automatically
adds the new view setup to Admin Center and you’ll see a preview of the view listed in
the Support ticket interface.</p>
<p class="p"><img class="image img-screenshot" id="topic_yb5_tmc_x2c__image_xsk_kjh_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_views_success.png" width="600"></p>
</li>
<li class="li">If you want to create more views, click <strong class="ph b">Create another view</strong>. </li>
<li class="li">If you want to make changes to the view you just created, click <strong class="ph b">Admin Center</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_mzh_123_3hc">
<h2 class="title topictitle2" id="ariaid-title4">Finishing up</h2>
<div class="body">
<p class="p">After you’ve finished creating views, you can check how the views are working in Support and
make additional changes to the views in Admin Center.</p>
<p class="p"><strong class="ph b">To see the views you created</strong></p>
<ul class="ul" id="topic_mzh_123_3hc__ul_t5b_323_3hc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click <strong class="ph b">Views</strong>
(<img class="image" height="NaN" id="topic_mzh_123_3hc__d10e36" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_icon.png" width="NaN">) in the sidebar.</span><p class="p"><img class="image img-screenshot" id="topic_mzh_123_3hc__image_zsb_m23_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_views_support.png" width="730"></p>
</li>
</ul>
<p class="p"><strong class="ph b">To make changes to the views or add additional views</strong></p>
<ul class="ul" id="topic_mzh_123_3hc__ul_rr3_p23_3hc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Views</strong>.</span><p class="p"><img class="image img-screenshot" id="topic_mzh_123_3hc__image_ibn_t23_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_views_admin_center.png" width="730"></p>
</li>
</ul>
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