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 | Position | Visibile to |
---|---|---|
My Assigned Tickets | 1 | Shared |
Needs Org | 2 | Support AMER Support APAC Support EMEA |
Support Operations | 6 | Support Operations |
SGG: Unsorted SaaS | 7 | Support Operations |
SGG: Unsorted SM | 8 | Support Operations |
SGG: Baobab | 9 | Support AMER Support APAC Support EMEA |
SGG: Ginkgo | 10 | Support AMER Support APAC Support EMEA |
SGG: Kapok | 11 | Support AMER Support APAC Support EMEA |
SGG: Maple | 12 | Support AMER Support APAC Support EMEA |
SGG: Pine | 13 | Support AMER Support APAC Support EMEA |
L&R | 17 | Support Focus: L&R |
GitLab Incidents | 18 | Support Focus: CMOC |
Secure | 20 | Support Focus: Secure |
Authentication/Authorization | 23 | Support Focus: Authentication and Authorization |
All FRT and Emergencies | 26 | Support AMER Support APAC Support EMEA |
All NRT | 27 | Support AMER Support APAC Support EMEA |
Escalated/feedback tickets | 28 | Support Managers |
China Comms | 29 | China Comms Group |
Professional Services - Triage | 30 | Professional Services Group |
Professional Services - Paid | 31 | Professional Services Group |
Professional Services - Free | 32 | Professional Services Group |
Billing | 33 | Billing |
Accounts Receivables | 34 | Accounts Receivables |
Partner Support | 35 | Partner Support |
New | 36 | General |
Open | 37 | General |
Pending | 38 | General |
On-Hold | 39 | General |
Solved | 40 | General |
Closed | 41 | General |
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.