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 unresolved tickets assigned to you, a view for new tickets that need to be reviewed, or a view for outstanding tickets that are waiting to be answered. Using views can help you determine which tickets need your attention or your team's attention and plan accordingly.
Many support teams use views to guide their workflow by requiring agents to handle tickets in one view first and then in others, in a specific order. Visualizations can also reflect the support structure you created. For example, if you provide different levels of service to different customers or manage scalability using a tiered support group structure (Level 1, Level 2), you can create visualizations for each of these scenarios.
This article covers the following topics:
About visualization types
Inclusion of views
Cloning a view
About visualization types
Zendesk Support includes the following types of views:
Default views. There are a number of predefined views created when you open a Zendesk Support account. You can disable or edit most of these views. However, suspended and deleted ticket views cannot be edited or removed from your view list.
Shared views. Administrators can create views that are available to all agents, or to all agents in a specific group. The first 12 shared views can be accessed through the View list().
Personal views. Agents can create views that are only available to them. The first 8 personal views can be accessed in the Views () list.
Inclusion of views
Agents can create views for personal use. For agents in custom roles, view permissions depend on your custom role configuration. Administrators can create personal and shared views for use by multiple agents.
For best practices for setting up and using visualizations, see Best practices for creating visualizations.
How to add a visualization
In Admin Center, click the Workspaces () icon in the sidebar and select Agent Tools > Views.
Click Add visualization.
Optionally, you can clone a visualization to create a new visualization based on an existing one (see Cloning a visualization). Agents in custom roles may not have the option to add a view, depending on their permissions configuration.
At the top of the page, enter a name for the view.
Enter a Description for the visualization.
Select an availability option to determine who has access to this view:
Any agent - available to all agents.
Agents in Specific Groups - only available to agents in specified groups. You can enter one or more groups in this field. If you enter multiple tags, press Enter between each one.
Only You - available only to you as a personal view.
Under Tickets must meet all of these conditions to appear in the view, add the conditions to define this set of tickets (see Creating Views Condition Instructions below).
You also need to add conditions under Tickets can meet any of these conditions to be displayed in the view.
Click Preview to test the conditions.
Set formatting options:
Drag the Columns view to the desired order. Click Add Column to add up to ten columns.
The status is always displayed in the preview before the columns. There is no need to manually add them to the table. multi-select fields are not supported in table columns.
Under Group by, select the ticket data field of the tickets you want to group into a view and select Ascending or Descending.
Tip: If you select Request Date from the Group by drop-down list, any settings you change in the Sort by drop-down list will not be applied.
Under Sort by, select the ticket data field you want to use as the default data to sort tickets in the view and select Ascending or Descending.
When finished, click Save.
The visualization is created.
You can also manage your view (edit, disable, and so on) from the individual view's page, accessed from the views management page. See Managing Your Views.
Creating view condition statements As with other business rules, you select ticket collections using conditions, operators, and values.
you must have at least one of the following ticket properties in the section Meets all of the following conditions:
Status
Type
Group
assigned
Requester
Some conditions may not be available depending on your plan.
Condition Description
Ticket: Status
The ticket status values are:
New is the initial status of a newly created ticket (not assigned to an agent).
Open means the ticket has been assigned to an agent.
Pending is used to indicate that more information has been requested from the requester and that the ticket is on hold until this information is received.
On hold means that the support request is awaiting resolution from a third party, i.e. someone who is not a member of your support team and does not have an agent account in your Zendesk. This status is optional and must be added to your Zendesk (see Adding the On Hold ticket status to your Zendesk).
Solved indicates that the customer's issue has been resolved. Tickets remain resolved until they are closed.
Closed means the ticket has been locked and cannot be reopened or updated.
When selecting a status, you can use the Less than and Greater field operators to specify the range of tickets based on their status. New is the lowest value, and values increase until reaching the Closed status. For example, a condition statement that returns only New, Open, and Pending tickets looks like:
Status is less than Resolved.
Ticket: Form Select the required ticket form.
For more information on ticket forms, see Creating Ticket Forms to Support Various Request Types.
Ticket: Type
The ticket type values are:
Question
Incident is used to indicate that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and other tickets reporting the same issue are set to Incident and linked to the Problem ticket.
Problem is a support issue that needs to be resolved.
Task is used for support agents to track various tasks.
Ticket: Priority
There are four priority values: Low, Normal, High and Urgent.
As with status, you can use field operators to select tickets that span different priority settings. For example, this statement returns all tickets that are not urgent:
Priority is less than Urgent
Ticket: Group Ticket group values are:
(—) indicates that no groups have been assigned to the ticket.
(current user's groups), includes all groups to which the agent viewing the view belongs.
(assigned group) is the group assigned to the ticket.
Group Name is the name of the group assigned to the ticket.
Group Name is the actual name of the group assigned to the ticket.
Ticket: Assigned
The assigned values are:
(—) indicates that the ticket has not yet been assigned.
(requester) is the requester of the ticket. You can select this option to return tickets opened and then assigned to the same agent, for example.
Agent Name is the real name of the person assigned to the ticket.
Additional value for views:
(current user) is the person who is currently viewing the view. For example, if the view's condition was Assigned > Is > (current user), the agent who is currently viewing the view will see all tickets assigned to them. This allows one view to display relevant tickets for each agent, without the need to create a specific view for each agent.
Ticket: Applicant
The applicant's values are:
(assigned) is the person assigned to a ticket. The condition statement "Applicant is assigned" is true if the requester is also the person assigned to the ticket. This is possible if an agent created a ticket and was assigned to it.
Agent Name is the real name of the agent.
Additional value for views:
(current user) is the person who is currently viewing the view. If you are viewing the view, you will see tickets for which you are the requester.
Ticket: Organization
The organization values are:
(—) indicates that no organization has been added to the ticket.
If you have multiple organizations, (—) appears for a certain number of organizations, but it is a blank value above that number.
Organization name is the real name of an organization.
Ticket: Tags
You can use this condition to determine whether tickets contain one or more specific tags. You can include or exclude tags in the condition statement using the operators Contains at least one of the following or Contains none of the following. More than one tag can be added. Press Enter between each added tag.
Ticket: Description Description is the first comentary the ticket. Does not include ticket subject line text.
If you are using the operator Contains at least one of the following or Does not contain any of the following, the results will take into account words containing part of the search terms entered. For example, if you use "change" for this condition, it will return (or exclude) ticket descriptions containing the word "change".
The description condition also extracts the data contained in the HTML and original source of a ticket.
Ticket: Channel
The ticket channel is where and how the ticket was created. The contents of this list may vary depending on the active channels you have and the integrations in use.
For more information about the channels you can configure, see About Zendesk Support channels and Understanding ticket channels in Explore.
Ticket: Received in
This condition verifies the current email address and the original email address where the ticket was received from. The values are often, but not always, the same.
The ticket can be received from a Zendesk email domain, such as sales@mondocam.zendesk.com, or from an external email domain, such as support@jatoacme.com. The external email domain must be configured as described in Forwarding incoming emails to Zendesk Support or the condition will not work.
Ticket: Satisfaction This condition returns the following customer satisfaction index values:
Not offered means the survey has not yet been sent
Offered means the survey has already been sent
Bad means the ticket received a negative rating
Bad with comment means the ticket received a negative rating with a comment
Good means the ticket received a positive rating
Good with comment means the ticket received a positive rating with a comment
Hours Since... This condition allows you to select tickets based on the hours that have passed since the ticket was updated in the following ways:
hours since creation
hours since opening
Hours since pending
Hours since put on hold
hours since resolution
hours since closing
Hours since assignment
Hours since update
Hours since requester update
Hours since assignee update
Hours since last SLA breach
Hours until next SLA breach
Hours since due date (for tickets with the type set to Task)
Hours until due date (for tickets with the type set to Task)
Note: If you have multiple schedules, the views based on business hours will use your default schedule (ie the first schedule in your schedule list). In an upcoming release, this will change so views will use the schedule applied to the ticket.
Ticket: Custom Fields Custom fields that define tags (drop-down list and checkbox) are available as conditions. You can select the values from the drop-down list and Yes or No for the checkboxes. The following field types are unavailable as view conditions: text, multiline, numeric, decimal, credit card, and regular expression.
Note: Each checkbox custom field must have a tag associated with it. If not, when you create or edit a visualization, it will not appear as an available condition.
Ticket sharing: Sent to Checks if a ticket has been shared with another Zendesk Support account through a specific ticket sharing agreement
Ticket sharing: received from Checks if a ticket has been shared by another Zendesk Support account through a specific ticket sharing agreement
Cloning a view
You can clone a view to create a copy that you can modify and use for another purpose. You can clone a view from the views admin page or from the views list.
If using custom roles, agents will need permission to add and edit personal, group, and global views (see Creating Custom Agent Roles). An error message will be sent to agents if they do not have permission.
How to clone a visualization from the visualizations admin page
In Admin Center, click the Workspaces () icon in the sidebar and select Agent Tools > Views.
Hover over the view you want to clone, click the options menu () and select Clone view.
Modify the title, conditions, formatting and availability as needed.
Click Save.
Comments
0 comments
Please sign in to leave a comment.