How to Create a View in Zendesk

Views are a way to organize your tickets by grouping them into lists based on certain criteria. For example, you can create a view for unsolved tickets that are assigned to you, a view for new tickets that need to be triaged, or a view for pending tickets that are awaiting response. Using views can help you determine what tickets need attention from you or your team and plan accordingly.

View Types

There are 2 types of views:

1. Shared Views: These are views available to agents for each specific group - Technology, Purchasing, etc. Shared Views can only be modified by Zendesk Administrators. You will always see Shared Views at the top of your Views list.
   • Agents who belong to multiple groups will see shared views for each of those groups. e.g. DSOs will see a separate "My Tickets" shared view for each of Purchasing, Technology, and Facilities.
2. Personal Views: These are views that you can create and edit yourself. Use Personal Views to ensure that you are looking at the most relevant tickets for your work.

In the Views list, Shared views will always display above Personal views. To access your Personal views, either scroll down below the Shared views or collapse the Shared views by clicking the ^ symbol to the right of the Shared views header.

 

Creating a Personal View

1. In Zendesk, click on the Gear icon , located on the left side.
2. Under Manage, click on Views.
3. On the right side click on the All Shared Views drop down menu and click on Personal Views.
4. Click on Add Views 
5. Set the Conditions that you would like your view to have. If needed you can add more conditions by clicking on the  icon.
   • It is recommended to set at least the Ticket: Status and Ticket: Group conditions when creating views. See the View Conditions section below for details about the most common conditions.
   • You must select at least 1 condition under "Tickets must meet all of these conditions to appear in the view". For example, Ticket: Status is less than Solved AND Ticket: Group is Technology.
   • You can also add conditions under "Tickets can meet any of these conditions to appear in the view". For example, Ticket: Organization is Royalty OR Ticket: Organization is Courage.
6. When finished, click on Create View.

View Conditions

Condition	Description
Ticket: Status	Recommendation: To view all unresolved tickets, add Status is less than Solved as a condition.  The following are the different statuses in a ticket lifecycle. New is the initial status of a newly created ticket (not assigned to an agent). Open means that the ticket has been assigned to an agent. Pending is used to indicate that the requester has been asked for information and the ticket is therefore on hold until that information has been received. On-hold means that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk account. This status is optional and must be added (see Adding the On-hold ticket status). Solved indicates that the customer’s issue has been resolved. Tickets remain solved until they are closed. Closed means that the ticket has been locked and cannot be reopened or updated. When selecting a status, you can use the field operators Less Than and Greater Than to specify a range of tickets based on their status. New is the lowest value, with values increasing until you get to Closed status. For example, a condition statement that returns only New, Open, and Pending tickets looks like this: Status is less than Solved. This is the recommended option for the Status condition to view all unresolved tickets.
Ticket: Group	Set Group to the specific group - Technology, Purchasing, etc. - whose tickets you want to view.
Ticket: Assignee	To see only tickets assigned to you, add Assignee as a condition and select your name from the dropdown.
Ticket: Organization	Set Organization to the specific school/location whose tickets you want to view. Note: In the Organization dropdown list, "KIPP NJ" refers to KTAF; not Newark and Camden combined.

Cloning a view

You can clone an existing view to create a copy that you can modify and use for some other purpose. You can clone a view from the Views admin page or from the views list.