« back

Everything about Zendesk views

written on 2016-04-12 10:35:31 by Julia Dick

Views are the primary way of managing tickets in Zendesk and very useful in your daily working routine, but there are still a few things that you should pay attention to while working with Zendesk views.


How to manage view screen

Shared views are visible to all agents and all agents in a group. Before making a view shared, you should be sure that it is relevant to all the agents. You can only list twelve views in the sidebar of your Zendesk. To see more views, you have to go to the button ‚manage view screen‘ and click ‚more‘ at the bottom of the views list.


How to title views

Always give clear and accurate descriptions to view titles. For example ‚ Urgent, Unsolved Tickets‘ could describe the ticket conditions that make up the view. It would be misleading to name the view ‚Unsolved Tickets‘ or ‚Urgent Tickets‘. It would be unhelpful to name the view ‚Ticket Listing‘. If you later modify the conditions in a view, you should consider modifying the title of the view to reflect the new conditions.


How to format views

Once you have created your view conditions, always consider the ticket fields that are most relevant to the view. If your view concerns old tickets, you can include the request date or the date when the ticket was last updated. Adding too many categories makes the screen very difficult to read. For example if your view only includes urgent tickets, you may not want to include the ticket priority in the formatting, as you know from the view title that all tickets listed are urgent.


How to sort views

Normally views are sorted from left to right in rubric order. So you should sort your rubrics to the most appropriate order. Using the example of you creating a view to review performance of agents in your group. In this case you may want the assignee as the first category. You can apply a different sort order when formatting the view, but normally views read easier when they are sorted left to right. If you have many fields in your view and some with long descriptions, you can find the view clearer by grouping tickets. By the way agents can resort a view by clicking on a column heading.


How to bookmark views

For views that are not visible to agents in the sidebar, you can bookmark its URL from the view edit page. When editing a specific view, look for the ‚Permalink Copy to Clipboard‘ link. If you later use this URL, you will return to the view edit screen. But you can also create and bookmark a URL to take you directly to the view ticket listing, if you take the number at the end of the edit view URL.


How to review views

From time to time, you should review your use of views and your groups use of views. To guarantee that priority items are visible to agents when processing, you should place views that are used most often and views that focus on urgent tickets near the top of the view list. On the contrary to that it is useful to place views that are infrequently used or that deal with low priority lower down in your order. If you have views that are no longer required, you can inactivate or delete them to tidy up your Zendesk.


How to report from views

You can export ticket listings from views to value files. It is useful to open the file in a spreadsheet or any reporting tool to further analyze tickets. But remember that once a ticket has been closed for 120 days it is archived and will no longer appear in any view. Ticket views are not designed to export tickets over long date ranges for reporting.


After you have taken these tips to heart, you are an expert in working with Zendesk views. So start right away and use our advices to facilitate your daily working routine.

Share this article on → XING Twitter Facebook Google+