Views

Maintained by:

Overview

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

Name	Groups that can see it	Purpose
My Assigned Tickets	Shared*	For tickets assigned to you
Security	Security	For tickets using the Security form
Professional Services - Paid	Professional Services	For customer tickets using the Professional Services Form
Professional Services - Free	Professional Services	For free user tickets using the Professional Services Form
Professional Services - Triage	Professional Services	For tickets using the Professional Services Form that need to be triaged
Needs Org & Triage	Support AMER, Support APAC, Support EMEA	For tickets missing an organization or in need of triaging
.com Needs Assignee: AMER + All Regions	Support AMER	For SaaS tickets that do not have an assignee. These are region based, so they will show tickets where the end-user wanted support in your region and in all regions
.com Needs Assignee: APAC + All Regions	Support APAC	For SaaS tickets that do not have an assignee. These are region based, so they will show tickets where the end-user wanted support in your region and in all regions
.com Needs Assignee: EMEA + All Regions	Support EMEA	For SaaS tickets that do not have an assignee. These are region based, so they will show tickets where the end-user wanted support in your region and in all regions
.com with SLA	Support AMER, Support APAC, Support EMEA	This shows all SaaS tickets that have a SLA
.com Accounts, Groups, Logins	Support AMER, Support APAC, Support EMEA	This shows all SaaS Account tickets
Free/Self-Provisioned Trial Support	Support AMER, Support APAC, Support EMEA	This if for free customer, trial, and prospect non-SaaS Account tickets
SM Needs Assignee: AMER + All Regions	Support AMER	For Self-Managed tickets that do not have an assignee. These are region based, so they will show tickets where the end-user wanted support in your region and in all regions
SM Needs Assignee: APAC + All Regions	Support APAC	For Self-Managed tickets that do not have an assignee. These are region based, so they will show tickets where the end-user wanted support in your region and in all regions
SM Needs Assignee: EMEA + All Regions	Support EMEA	For Self-Managed tickets that do not have an assignee. These are region based, so they will show tickets where the end-user wanted support in your region and in all regions
SM with SLA	Support AMER, Support APAC, Support EMEA	This shows all Self-Managed tickets that have a SLA
License & Renewals	Support AMER, Support APAC, Support EMEA	This shows all tickets using the form L&R
First Response Hawk	Support AMER, Support APAC, Support EMEA	This shows paid support, prospect, and former customer support tickets with a New status
Follow-up Required	Support Managers	This shows all assigned open/on-hold tickets that are at least 14 days old
China Comms	China Comms	This shows all new/open tickets that are using the form China Comms Response
AMER FRT	Support AMER	This is an FRT view specific for the AMER region. This shows all New paid support, prospect, and former customer support tickets where preferred region of support is not present or is set to AMER/All Regions.
Area of Focus Placeholder	Support AMER, Support APAC, Support EMEA	This is a placeholder view for the Areas of Focus workgroup
View Placeholder	Support AMER, Support APAC, Support EMEA	This is a placeholder view. We don’t know what it will be yet.
New	Shared	This shows all tickets with a status of New
Open	Shared	This shows all tickets with a status of Open
Pending	Shared	This shows all tickets with a status of Pending
On-hold	Shared	This shows all tickets with a status of On-hold

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.

Priority Prospects

As it is often impossible to tell where these tickets should live, there will show in both Self-Managed and SaaS views. As such, there are two tags you can add onto the ticket to help out here:

prospect_saas will specificy it should only show in SaaS views.
prospect_sm will specificy it should only show in Self-Managed views.

Missing SLA

When the missing_sla_tag is present on a ticket, it will always show in the Needs Org & Triage view. As this tag is a safety net to prevent tickets from disappearing from all views, this tag is never removed automatically. As such, you will need to ensure a SLA tag is present and then remove the tag to remove it from the Needs Org & Triage view.