Views

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5. Support Operations Documentation
6. Views

On this page

• Overview
• View management
  • Current views
• Moving tickets between views

Overview

As per Zendesk:

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.

Currently, Zendesk has 3 view types:

• Default: Pre-defined views created by Zendesk
• Shared: Views created by the Zendesk Administrator(s) (ie. Support Ops)
• Personal: Views created by you and usable only by you

Currently, Zendesk views have some limitations:

• Only 12 visible views (Default and Shared) will be displayed.
• Views cannot use criteria that is not "defined", meaning it must be selectable data (text fields will not work, as an example).
• You can only display up to 8 personal views and Support Ops cannot manage/view them.
• Views will not include archived tickets i.e. Closed tickets after 120 days.

View management

Instead of managing Shared Zendesk views via Zendesk itself, we instead use GitLab itself via the zendesk-views project. This allows us to have version-controlled views. Personal views can be managed by Zendesk itself. For more information on managing Zendesk via the various GitLab projects, please review Using the sync repos.

Current views

Note: Any inactive views are exclude from this table.

Moving tickets between views

The criteria for most views is centered around the form the ticket is using. But there are some scenarios where the tags on a ticket can cause it to show in multiple areas. In these cases, it is best to reach out to Support Operations for guidance.