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 Zendesk views via Zendesk itself, we instead use GitLab itself via the zendesk-views project. This allows us to have version-controlled views. For more information on managing Zendesk via the various GitLab projects, please review Using the sync repos.
| Name | Groups that can see it | Purpose |
|---|---|---|
| My Assigned Tickets | Shared* | For tickets assigned to you |
| Support | Support, Support Managers, Support Ops | For Support related tickets |
| Needs Triage | Support, Support Managers, Support Ops | For tickets in need of triaging |
| Needs Assignee | Support, Support Managers, Support Ops | For Support related tickets without an assignee |
| Security | Security | For tickets using the Security form |
| L&R | Support | This shows all tickets using the form L&R |
| Support Ops | Support, Support Managers, Support Ops | For Support Operations tickets |
| First Response Hawk | Support, Support Managers, Support Ops | This shows paid support, prospect, and former customer support tickets with a New status |
| 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 |
| Solved | Shared | This shows all tickets with a status of Solved |
The crieria 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.
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.
Due to the restricted access of the Ops instance, please file all issues pertaining to Zendesk US Federal views via the Views template in the zendesk-us-federal project.