You cancreate viewsto organize your tickets into lists based on certain criteria. You can access all of your default views and any views you've created on the Views management page.
Accessing the Views admin page
All of your available views can be managed through the Views management page.
- InAdmin Center, click
Workspacesin the sidebar, then selectAgent tools > Views.The Views management page opens.
On the Views management page, active views appear by default. Click theInactivetab to see views that have been deactivated. You can browse the list of views or you can search for a specific view in the search box. If you have a large number of views, the list of views is paginated.
Filtering the list of views
You can filter the list of views by the availability applied to them.
To filter your list of views
- InAdmin Center, clickWorkspacesin the sidebar, then selectAgent tools > Views.
- Click theAll shared viewsdrop-down menu.
- Select the views you want to display:
- All shared views, views shared with any of your agents.
- Views shared with all agents, views that are available to all of your agents. Views that are restricted to a subset of agents will not appear.
- Personal views, views available only to you.
- Views available to specific groups, a list that varies depending on the groups you have shared your views with.
排序的列表视图
You can sort your list of views on a number of properties, including:
- Position
- Name
- Created date
- Updated date
To sort your list of views
- InAdmin Center, clickWorkspacesin the sidebar, then selectAgent tools > Views.
- Click theSort bymenu (
) in the upper right, then select an option.
The views are reorganized based on your selection.
Reordering views
If you want certain views you use frequently to appear higher on the list, you can adjust the list order. Agents can reorder only personal views, while administrators can reorder both shared and personal views.
There are some limitations to reordering your views list:
- You can only reorder views on the same page. If your views list is more than one page, you may need to change the sorting order of the list to reorder them in the way you want.
- If your list is filtered by a specific group, you may not be able to reorder it.
To reorder your views
- InAdmin Center, clickWorkspacesin the sidebar, then selectAgent tools > Views.
- Click the options menu (
) in the upper right, then selectReorder page.
- Click and drag the names of views to adjust the order.
- ClickSaveat the top of the page.
14 Comments
When selecting reorder, there's no way to use sort functionality to reorder views. Can this please be added? For use cases where there are hundreds or thousands of views, manually sorting is a futile task and it'd be useful to for example, alphabetize views.
Is there a way to sort by email status? I'm in the views edit page, and have a bunch of options for formatting the view, but I don't see status as an option.
Is this a thing? :)
Hey James,
I hope you are doing well and taking care of yourself! I'm more than happy to help you on this.
I just wanted to check what do you mean exactly by "email status?" Would you mind sharing an example or use case and elaborating a little more around it?
Let me know when you get a chance!
Russell Chee | Senior Customer Advocacy Specialist | Melbourne, Australia
Hey@...,
谢谢你的帮助。我的意思是能够by new/open/pending... the only sort column that comes close is "updated", but I'd love for all currently open tickets to be sorted to the top of our unassigned queue, if that makes sense.
Hey James,
Thanks for your response, it is much appreciated! The closest workflow to this would probably be adjusting the View so in the "Order By", it goes by status and the same for "Group By". Give this a shot and let me know if this workflow works for you. For more information, check out our articlehereon it!
Russell Chee | Senior Customer Advocacy Specialist | Melbourne, Australia
Ah, ok great. I changed order and group by, and made them both descending. I'm going to see if that changes the way they sort upon status change.
@...我认为we're getting closer. I'm doing order by status and group by request date. It puts things in chronological order and sorts by status. However, my fear is that new will always sort first (as new tickets come in), and open tickets will never get addressed. Does that make sense?
Hey James,
Thanks for your response along with the update and testing on your side. You are definitely not wrong on that. I just quickly whipped up a test view on my own test account and left some tickets as "open" whilst sending in new tickets into it and it appears that "new" tickets populate at the top of the view. I can see how this will bury the "open" tickets that you are ideally looking to track.
If you are looking to track current open tickets at play, have you considered building a view to only display open tickets and then set other parameters around it on the sort order so you can see which ones need to be actioned/updated? Just trying to think outside the box on this one with you :)
Russell Chee | Senior Customer Advocacy Specialist | Melbourne, Australia
It's funny, I spent some time thinking about it and think I'm going to do exactly what you're recommending, where I build a new view with just new and open tickets, and allow it to sort by request date. That way it sorts out the pending tickets on it's own. :) Thank you for the help! I'll be back if this gives me grief.
You can re-order the position of your Ticket Views by clicking the 3-dot icon (image below) to reorganized your Views.
I hope this helps!
Are there any plans for giving individual agents the ability to order their personal viewsandthe views for groups that they are a part of ?
It is a frustrating experience for admins to have to be leveraged to gain an understanding of what groups an individual is a part of, then go through the list of all views available in order to rearrange for one user at a time, especially given the 10-12 view limitation in what is visible to the end user.
Hi Zendesk team:
One tough question. There are many views in my company covering different languages and countries. We divided our agents into different teams and each team handle over 10 views.
Can agents from team A only see the views they are handling instead of seeing the views belonging to Team B?
If so, how to do?
Thanks
In this case, you can refer to the following article:
How can I prevent agents in one group from seeing another group's tickets?
My use case is that I run multiple brands of an ISP and my staff are both cross-brand and cross-functional. They do collections and they do provisioning. they do chat and they take calls. It's not a large siloed staff list that requires endless groups but what it does require are well organized views.
I feel Zendesk is dictating how I lay out my organizations workflows by putting my staff in Groups to see specific views. This cannot ever work in small teams that require more than 12 views. I've tried various marketplace vendors as well and while Helphouse.io has come closest to providing some functionality it still requires much more development.
Will Zendesk invest further in it's frontline user's requests to have more robust and easily accessible views and data at their fingertips?
Pleasesign into leave a comment.