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:
Currently, Zendesk views have some limitations:
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.
Note: Any inactive views are excluded from this table.
|Name||Order||Groups that can see it|
|My Assigned Tickets||1||Shared|
|Needs Org/FRT||8||Support AMER
|Handover Needed- AMER||16||Support AMER|
|Handover Needed- APAC||17||Support APAC|
|Handover Needed- EMEA||18||Support EMEA|
|SaaS Account||20||Support AMER
|Free user tickets||22||Support AMER
|Needs Collaboration||24||Support AMER
|L&R||25||Support Focus: L&R|
|Instance Management||26||Support Focus: Instance Management|
|Secure||28||Support Focus: Secure|
|Managing Group/Project||29||Support Focus: Managing Group / Project|
|GitLab Features||30||Support Focus: GitLab Features|
|Authentication/Authorization||32||Support Focus: Authentication and Authorization|
|CI/CD||33||Support Focus: CI/CD|
|GitLab Incidents||34||Support Focus: CMOC|
|Other||35||Support Focus: Other|
|Support Operations||36||Support Ops|
|All new with SLA||37||Managers|
|All open with SLA||39||Managers|
|China Comms||41||China Comms|
|Professional Services - Triage||42||Professional Services|
|Professional Services - Paid||43||Professional Services|
|Professional Services - Free||44||Professional Services|
|Accounts Receivables||46||Accounts Receivable|
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.