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.




Location: Admin Center > Launchpad

Using views to organize your tickets helps you and your team determine which tickets
need attention and plan accordingly. To learn more, see Creating views to build customized lists of tickets.
There are a number of standard views 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.
This article contains these sections:

Starting the setup wizard for ticket views
Creating shared views
Finishing up



Starting the setup wizard for ticket views

After you’ve wrapped up the basic trial tasks 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.
To set up ticket views


In Admin Center, click Launchpad. Launchpad provides a “home base” for setting up
features in your account and for trying out new product offerings.

Find Ticket views in the Get started section of Launchpad.

Click Start to open the wizard. You can also start the wizard by clicking the
add icon (+) on the Views page in Support.






Creating shared views

The wizard shows a list of shared views you can create for your account. A shared
view 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:

Urgent tickets: Shows all new or open tickets with an Urgent priority. This choice appears for all accounts.

Custom ticket field
tickets: Shows all tickets that contain the custom ticket field specified, where Custom ticket
field 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.

Group
tickets: Shows all tickets assigned to the group specified, where Group 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.

Organization
tickets: Shows all tickets assigned to the organization specified, where Organization 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.

Messaging tickets: Shows all new or open messaging tickets. This
choice appears if you have messaging tickets in your account.

AI Agent tickets: Shows all AI agent tickets. This choice appears if you
have the AI agent tickets setting turned on.

Negative sentiment tickets: 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 intelligent triage activated in your
account.


To create a shared view

In the wizard, select the view you want to create.

Click Preview to see how the view will be applied to your tickets. The preview
shows a list of tickets that will be included in the view.


If you’re happy with how the view works, click Create. 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.


If you want to create more views, click Create another view.
If you want to make changes to the view you just created, click Admin Center.




Finishing up

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.
To see the views you created


In Support, click Views
( ) in the sidebar.


To make changes to the views or add additional views


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





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