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.
Many support teams use views to guide the workflow by requiring agents to address tickets in one view first and then others in a specific order. Views can also mirror the support structure you've created. For example, if you provide different levels of service for different customers or manage escalation using a tiered support group structure (Level 1, Level 2), you can create views for each of these scenarios.
This article covers the following topics:
About view types
Zendesk Support includes the following types of views:
- Default views. There are a number of standard views created when you open a Zendesk Support account. You can deactivate or edit most of these views; however, the Suspended tickets and Deleted tickets views cannot be edited or removed from your list of views. Note that your suspended and deleted ticket views appear at the bottom of the views list and don't count towards the number of views displayed in the shared views lists.
-
Shared views. Administrators can create views that are available to all agents or to all agents in a specific group. The first 30 shared views are accessible in the Views list (
) . -
Personal views. Agents can create views that are available to themselves only. Their first 10 personal views are accessible in the Views list ().
Comments
0 comments
Article is closed for comments.