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.
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.