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 visable 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

View management

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.

Current views

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

Moving tickets between views

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

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.

Filing issues

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.