Zendesk Views Simplified

Zendesk Views are a powerful tool for streamlining your workflow and making the most out of your customer support software. Views can be filtered to show only the tickets that matter most to your team.

By using Views, you can quickly identify and address high-priority tickets, reducing response times and improving customer satisfaction. This is especially useful for teams with a high volume of tickets.

Views can be customized to fit your team's specific needs, allowing you to focus on the issues that require the most attention. With Zendesk Views, you can prioritize and manage your tickets more efficiently.

Deleting and managing views is a crucial part of maintaining your Zendesk setup.

You can delete or deactivate a view if you no longer need it. Deleting it means it's gone forever, but you can instead deactivate views, which are listed in a separate table on the Views page and can be reactivated if needed.

To deactivate or activate a view, head to Admin Center, click Workspaces in the sidebar, then select Agent tools > Views. Hover your mouse over the view you want to deactivate, click the options menu icon, and select Deactivate view. The view is moved to the Inactive tab, where you can select it and click Activate view to reactivate it.

Deactivating a view is a good idea before deleting it, as it's a permanent action. To delete a view, first deactivate it, then click the Inactive tab, hover over the view you want to delete, click the options menu icon, and select Delete view.

If you have multiple views to delete, you can use the Bulk Delete Views method. This involves making a DELETE request to the /api/v2/views/destroy_many endpoint with a list of view IDs in the ids parameter.

Sharing a view is a straightforward process, and you can do it in just a few easy steps. To share a link to a view, simply open the view you want to share in Support, copy the URL from your web browser's address bar, and then share it with other agents.

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The link you share will have the same access permissions as the view itself, based on the availability set for the view. This means that normal access permissions will apply to the users who click the link.

You can share the link with anyone, but keep in mind that the permissions will be the same as the view's availability settings.

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Sharing a view with other agents is a straightforward process. You can share a link to a view with other agents, and normal access permissions based on the availability set for the view will apply to the users who click the link.

To share a link to a view, you'll need to copy the URL from your web browser's address bar. This is the first step in sharing a view.

Here's a step-by-step guide to sharing a link to a view:

You can now share this URL with other agents, knowing that they'll have the same access permissions as you do to the view.

Team views are a great way to organize your Zendesk inbox, especially if you have multiple internal teams handling their inboxes. You can configure your view settings based on the group, similar to filtering tickets by brand.

For instance, you can create views like "Brand name A – Unassigned" and "Brand name B – Unassigned" to keep track of tickets for each brand. To set up these views, filter tickets based on their Brand value.

Organizing views by team can significantly improve operational efficiency. If your organization has multiple internal teams handling their inboxes via Zendesk, structuring ticket views based on the responsible department is a good idea.

You can have a view for each team, such as "HR Unassigned", "Support Unassigned", and "Sales Unassigned", to keep track of tickets for each department. Be sure to regularly review the default Unassigned tickets view to catch any tickets that didn't get a team correctly assigned.

Here's an example of how you can structure your team views:

Remember to regularly review the default Unassigned tickets view to catch any tickets that didn’t get a team correctly assigned or detected to ensure that no ticket goes unanswered.

You can create views in Zendesk to organize tickets by grouping them into lists based on certain criteria. Views are a way to categorize tickets and make them easier to manage.

To create a view, you'll need to enter a title, description, and determine who has access to the view. You can also add conditions to set up the view to meet all or any conditions.

The conditions define this collection of tickets, and you can select a condition, field operator, and value for each condition you add. You can also preview the conditions to test them.

You can manage your view (edit, deactivate, and so on) on the view's page. To clone a view from the Views admin page, hover your mouse over the view you want to clone, then click the options menu and select Clone view.

Here are the properties you can update when editing a view:

To update a view, you can use the PUT request. This request takes one property, a view object that lists the values to update. All properties are optional.

You can update the title of the view by including the "title" property in the view object. The title can be updated to any string value.

Updating a condition updates the containing array, clearing the other conditions. Include all your conditions when updating any condition. You can update conditions by including the "all" or "any" properties in the view object.

The view object can also include properties for active status, output, restriction, and sorting. For example, you can update the active status by including the "active" property with a value of true or false. You can also update the output by including the "output" property with an object that specifies the columns to display.

Here are the properties that can be updated in a view:

You can also update the sorting and grouping of items in a view by including the "sort_by" and "sort_order" properties in the view object. The "sort_by" property can be set to a string value that sorts or groups the items by a column in the View columns table. The "sort_order" property can be set to "asc" or "desc" to determine the order of the sorted or grouped items.

Adding a view is a straightforward process, and you can start by clicking the "Add view" button on the Views admin page.

To create a view, you'll need to enter a title and description. You can also categorize your view by using the double colon (::) syntax.

Agents can create personal views, but admins and agents with custom roles can create shared views for multiple agents. The title and description fields are where you can get creative and make your view stand out.

To set up the view, you'll need to add conditions that define the collection of tickets. You can add multiple conditions using the "Add condition" button, and then select a condition, field operator, and value for each one.

Here are the steps to add a condition:

Once you've added all your conditions, you can preview the view to test the conditions and make sure everything is working as expected.

Finally, you can save the view and it will be created. Views do not include archived tickets, so you'll need to keep that in mind when setting up your conditions.

To create a view in Zendesk, you can send a POST request to the /api/v2/views endpoint. The JSON format consists of one property, a view object that lists the values to set when the view is created.

You can also create a view by clicking on the "Add view" button in the Admin Center. This will take you to a page where you can enter a title, description, and conditions for the view.

To determine who has access to the view, you can select from the following options: personal, shared, or account. Agents can create personal views for their own use, while admins and agents in custom roles with permission can create personal and shared views.

Creating a view is a straightforward process, but it's essential to consider who will have access to it and what conditions will be used to filter tickets. By following these steps, you can create a view that meets your team's specific needs and improves ticket management.

Here's a summary of the steps to create a view:

By following these steps, you can create a view that helps your team manage tickets more efficiently and effectively.

Creating views by language can be a great way to organize tickets in Zendesk. This is especially useful for organizations with multiple teams or team members handling inquiries in different languages.

You can create views for specific languages, such as English, German, and Spanish. For example, you might have views like English – Unassigned, German – Unassigned, and Spanish – Unassigned.

Having a catch-all view for tickets with undetected language or languages you don't support can also be a good idea. This way, you can still keep track of these tickets and address them as needed.

Regularly reviewing the default Unassigned tickets view can also help you identify any tickets that may have slipped through the cracks.

Here's an example list of views you might create by language:

By setting up these views, you can deliver exceptional multilingual support in Zendesk.

View filtering and sorting are essential components of Zendesk views, allowing you to group and sort items in a way that makes sense for your team's workflow. You can achieve this by adding items to the output parameter, specifically the `group_by` and `sort_by` fields.

To filter tickets, you can use the "Hours since created" filter and set the appropriate number of hours in accordance with your team's Service Level Agreements (SLAs). This is particularly useful for Software-as-a-Service (SaaS) and professional services firms that operate under strict SLAs.

For instance, you can create a view system with the following categories: Safe SLA (for tickets created less than 16 hours ago), Will be overdue within 8 hours, Will be overdue in less than 2 hours, and Already overdue. To set up these views, you can use the `group_by` and `sort_by` fields.

To sort tickets within each view, you can order them in ascending order based on the request date. This allows agents to tackle older tickets first, safeguarding the business against any Service Level Agreement (SLA) breaches.

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You can also create a catch-all view to prevent tickets from getting lost in the shuffle. To do this, filter tickets based on status and time since last update, and sort the view in ascending order based on the ticket ID or last updated date. This ensures that no customer concern goes unresolved.

Sorting is a crucial aspect of view filtering, allowing you to prioritize tickets based on specific criteria. You can sort items in the view by adding items to the output parameter.

To sort tickets, you can use the sort_by parameter, which sorts or groups tickets by a column in the View columns table. The description, submitter, and custom_status_id columns are not supported.

You can also use the sort_order parameter, which can be either "asc" or "desc". This parameter determines the order in which tickets are displayed.

Here are the parameters you can use to sort tickets:

For instance, if you want to sort tickets by request date, you can use the sort_by parameter and set it to "request_date". This will display tickets in ascending order based on the request date.

Organizing tickets by topic can be ideal for support teams specializing in specific product areas or processes.

This approach is common for SaaS teams supporting complex platforms, where agents can achieve greater results by focusing on specific use cases or features within the platform.

Tickets can be organized by topic based on ticket tags or other fields, and tools like Triggers+ChatGPT can even use AI to tag tickets for you automatically, removing the need for manual tagging.

By organizing tickets in this way, agents can focus on specific areas of expertise and provide more targeted support to customers.

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To spot service imperfections and improve customer experience, setting up a view for low-rated tickets is a must.

This view requires Zendesk CSAT to be enabled, which allows you to filter tickets based on Bad or Bad with comment Satisfaction values.

Having this view will immediately alert you to any bad feedback from customers, giving you a chance to address the issue promptly.

By filtering tickets in the 'Tickets can meet any of these conditions...' section, you can easily identify low-rated tickets and take action to improve your service.

Creating a catch-all view can help prevent ticket black holes. This view filters tickets based on status and time since last update.

Tickets can get lost in the shuffle if they're not included in any views. To prevent this, you need a catch-all view that catches all the remaining tickets.

Sorting the view in ascending order based on ticket ID or last updated date is key. This ensures the oldest unsolved ticket always shows up at the top, making it easy to identify and address.

Having a catch-all view helps you quickly identify and resolve overlooked tickets. This ensures no customer concern goes unresolved, maintaining a high level of customer satisfaction.

You can retrieve ticket counts for specific Zendesk views using API requests.

To get the ticket count for a single view, use the GET /api/v2/views/{view_id}/count endpoint.

If you need to count tickets for multiple views, you can use the GET /api/v2/views/count_many?ids={ids} endpoint. This method accepts up to 20 view IDs per request.

To use the GET /api/v2/views/count_many?ids={ids} endpoint, you need to provide a list of view IDs separated by commas in the "ids" query parameter.

Counts are a crucial aspect of view data and statistics. You can get an approximate count of shared and personal views available to the current user by making a GET request to /api/v2/views/count.

The count will return a cached result if it exceeds 100,000, and this cached result will update every 24 hours. The count[refreshed_at] property will indicate when the count was last updated.

If the count exceeds 100,000, the count[refreshed_at] may occasionally be null, indicating that the count is being updated in the background.

You can also get the ticket count for a single preview by making a POST request to /api/v2/views/preview/count.

The view count endpoints, Count Tickets in View and Count Tickets in Views, let you estimate how many tickets remain in a view without having to retrieve the entire view. They're designed to help estimate view size.

Here's a breakdown of the attributes you can expect in the view counts:

You can also get the ticket count for a single view by making a GET request to /api/v2/views/{view_id}/count.

Customer Value is a key factor in determining how to structure your views in Zendesk. This is particularly relevant for businesses with varying service levels depending on customer subscription type or value.

In the SaaS industry, segmentation can be centered around subscription tiers or Monthly Recurring Revenue (MRR) categories. Custom views tailored to each customer segment can help your team's prioritization process.

Ticket allocation can be based on the value of the customer's order(s) in the e-commerce sphere. This means that higher-value customers receive priority attention.

To configure these views effectively, you'll need to send data about subscription type or customer value from your payments or reporting tool to Zendesk. This data will be used to tag customer profiles accordingly.

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You can list views by ID using the GET /api/v2/views/show_many endpoint, which requires a list of view IDs separated by commas.

To list active views, you can use the GET /api/v2/views/active endpoint, which lists shared and personal views available to the current user. You can filter the results by access type, group ID, and sort order.

The GET /api/v2/views/compact endpoint provides a compacted list of shared and personal views, with a maximum of 32 records returned. This endpoint does not respect the "per_page" option.

You can also retrieve tickets from a view using the GET /api/v2/views/{view_id}/tickets endpoint, which requires the view ID and allows sorting and grouping by column.

To list views by their IDs, you can use the GET /api/v2/views/show_many endpoint. This endpoint requires a query parameter called ids, which should be a string containing a list of view IDs separated by commas.

The ids parameter is required, meaning you must provide it when making the request. If you only want to retrieve active views, you can add a query parameter called active, which should be a boolean value (true or false).

Here's an example of how you might use this endpoint:

Sideloads are a crucial aspect of view lists and retrieval, allowing you to fetch additional data that complements your views.

The following sideloads are supported: app_installation and permissions.

App installation sideloads require each view to be present, so if you need to fetch this data, make sure your views are properly set up.

Permissions sideloads fetch the permissions for each view, giving you a clear picture of what your users can do with each view.

Here's a quick rundown of the supported sideloads:

Organizing views by region can be a game-changer for support teams. You can create views based on local email addresses like [email protected], [email protected], [email protected], etc.

Regional views can be configured using the Received at filter. This makes it easy to monitor support teams across various regions.

You can create views for Unassigned tickets, just like we've discussed before. Or, you can create buckets for all unresolved tickets per region, which works great for smaller teams with lower ticket volumes.

Grouping tickets by assignee within each view can make navigation and collaboration among team members a breeze. This is especially helpful for team members working from the same ticket pool.

You can export a view as a CSV attachment, but only if the view is exportable. This can be done by sending a GET request to the API endpoint /api/v2/views/{view_id}/export.

Exporting a view is a two-step process. If the view is already in a format that can be exported, the CSV attachment will be returned immediately. However, if the view needs to be converted first, a job will be enqueued to produce the CSV, and the attachment will be returned later.

The API endpoint returns the CSV attachment, but it doesn't return the view itself. If you need to access the view, you'll need to use a different endpoint.

Here's an example of how to export a view using the API endpoint:

Custom views in Zendesk are a powerful tool for organizing and streamlining your support operations. You can create up to 30 shared and 10 personal views, but it's recommended to keep it to a minimum to avoid overwhelming agents.

Any Zendesk Administrator can create custom views in the Admin Center, based on items like ticket status, key ticket fields, or Zendesk groups. To add or edit views, navigate to Admin Center, click Workspaces, then select Agent Tools, and finally Views.

You can also specify what columns to include in the view in the agent interface using the "output" request parameter. For example, you can include columns like status, description, and priority. The following table lists possible columns for views in the agent UI:

Customizing the columns in your view is a great way to focus on the information that matters most to you. You can specify up to 10 columns to a view.

To add or remove columns, you can use the output request parameter. This parameter lets you include specific columns in the view interface. For example, you might want to include the status, description, and priority columns in your view.

You can specify custom fields in the columns array by using the id of the custom field. This is useful if you have custom fields that are specific to your organization or team.

Some common columns that can be included in a view are assigned, assignee, due date, group, and ID. Here's a list of some common view column titles and their corresponding values:

You can also include other columns such as updated, assignee updated, requester updated, and more.

Custom views in Zendesk are quite flexible, but there's a limit to how many you can display in the left-side menu - up to 30 shared and 10 personal views.

Any Zendesk Administrator can create custom views in the Admin Center, based on items like ticket status, key ticket fields, or Zendesk groups.

To add or edit views, simply open the Admin Center, click Workspaces, then select Agent Tools, then Views, or search for views in the sidebar.

While shared views can be great for productivity, too many of them can overwhelm agents and lead to them missing critical information.

Personal views can be tailored to individual needs, such as product managers setting up views based on ticket tags related to different product areas.

By using personal views, support agents can focus on what matters most and keep their screens clean.

Zendesk is constantly evolving, and improvements to views are coming soon, including additional filters and the ability to sort and categorize them.

Parameters play a crucial role in view customization and configuration. They help you filter and sort views to suit your needs.

The access parameter allows you to specify only views with a given access level, which can be "personal", "shared", or "account". You can also use the active parameter to filter active views if true or inactive views if false.

The group_id parameter is used to filter views belonging to a specific group. The sort parameter determines the sort order, with "created_at" being the default, and you can prefix it with a minus sign for descending order.

The sort_by parameter is used with offset pagination, and its possible values are "alphabetical", "created_at", or "updated_at". The sort_order parameter is used to specify the sort order, which can be "asc" or "desc".

Here is a summary of the parameters:

Creating a simple yet powerful macro is a crucial step in view customization and configuration. This macro removes undesirable tags and adds the appropriate one.

To create this macro, you need to identify the tags that determine which view a ticket should be in. For example, to display a ticket in the Sales view, it needs to have the sales_view tag.

You also need to consider the tags that prevent a ticket from being displayed in other views. Simply removing one view tag, like the info_view tag, won't work, as it won't remove other tags that could still cause the ticket to appear in other views.

Historically, admins had to copy all tags into a spreadsheet to avoid missing one, but now you can see which views are reliant on which tags with a simple click in Salto's free version.

With this macro setup, agents can move tickets from one view to another, regardless of where the ticket was initially sent. This is a game-changer for view customization and configuration.

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A view's execution object is a read-only object that describes how to display a collection of tickets in the view. This object is used to display the tickets, but it's not editable.

The execution object has several properties, including group_by and sort_by, which are used to sort or group the tickets by a column in the View columns table. The subject and submitter columns are not supported.

To execute a view, you can use the GET /api/v2/views/{view_id}/execute endpoint, which returns the column titles and the rows of the specified view. The columns array lists the view's column titles, and the rows array lists the values of each column for each ticket.

The view execution system is designed for periodic rather than high-frequency API usage, and views called very frequently may be cached by Zendesk. This means that the API client will still receive a result, but that result may have been computed at any time within the last 10 minutes.

You can control the view output sorting by passing the sort_by and sort_order parameters in the format described in the table below.

This endpoint is rate limited to 6 requests every 5 minutes.

A view's execution object is a read-only object that describes how to display a collection of tickets in the view.

The execution object has several properties, including group_by and sort_by, which are used to sort or group the tickets by a column in the View columns table. This is done using a string parameter.

The group_order and sort_order properties are also strings, and they determine the order of the sorting or grouping. They can be either "asc" or "desc".

The columns property is an array that lists the ticket fields to display. Each field has an id, title, type, and url referencing the ticket field.

The group and sort properties are objects that indicate how the tickets are grouped and the column structure of the field used for sorting, respectively.

Here is a list of the execution object properties:

Previewing your view execution is a crucial step to ensure everything runs smoothly. You can use the Preview feature to test your view execution without affecting the actual data.

The Preview feature allows you to see the result of your view execution without committing to it. This is especially useful for debugging and testing purposes.

By clicking the Preview button, you can test your view execution with a sample data set. This can save you time and effort by catching any errors or issues before they affect your actual data.

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To view advanced features, you can use Zendesk views to customize your ticket list. Views allow you to filter tickets based on specific criteria, such as tags or priority.

Custom views can be saved and reused, making it easier to access the information you need. Views can also be shared with other agents, ensuring everyone is on the same page.

Zendesk views can be filtered by various criteria, including ticket status, priority, and assignee. This allows you to quickly identify and address specific issues.