Note that you can freely set the hours to fit your needs. To create a view that records based on the recent activities, here are the conditions you’ll need. Recently updated view is good to keep track of all the new updates or queries from the customer, all the replies sent back by our team in the last 24 hours, and generally useful for QA purposes, which will allow you to easily review work errors, or if there’s any areas to focus on for improvements.

This can be super useful during holiday season, flu season or any season when you are down a couple of staff. This one is more or less the exact same function as “Your pending views” but it allows you to see all of your teammate’s Pending backlog as well. Having this view will make it easier to keep track of all the backlog. You need to check with your warehouse people first so you promised the customer that you’ll check in again soon- hence, you marked it as pending. Maybe you’re waiting for the customer to get back to you, or maybe you need to get info from a separate department in the company.Įxample: a customer came to ask if a product is back in stock yet. Your Pending tickets will show you all of YOUR queries that you’ve set as Pending. This means, you can also jump into a ticket and take it if it’s been waiting a while. While pretty similar with the New and Open tickets view, this view will show ALL tickets (not just your own) so you can monitor all of your Support team’s workloads. Once you click Submit, the new Views will appear. Here’s the settings you need to make it happen. Your open and new tickets is essentially “Your unsolved tickets”, “Unsolved tickets in your groups” and “New tickets in your groups” all rolled up into one. Repeat that for all the views you want to deactivate - then we will move onto… Creating your new views 1. That’s how you deactivate, in a tidy little parcel. Once you ticked the box, the deactivate button will appear on the top right side - click that to deactivate.

To deactivate a specific view, simply hover your mouse over the view you wanted to disable. This is how the “Add View” page looks, we’ve broken the page into two, so we can better focus on the important areas:īefore we start setting up the recommended views, we need to deactivate the ones we won’t be using. You can also Add View using the “Add View” bottom at the top right. You can search a particular view by name using the search bar, see what’s active (currently used) and inactive, and filter based on what kind of Views they are. It’s a good idea to get familiar with the view area - where it’s located, what it’s made up of and all that good stuff:Ĭlick on cogwheel icon on bottom left corner to open Admin menu. While these are great to kick off, we’d recommend streamlining to make the time spent in your inbox as efficient (and straight forward) as possible. New tickets in your groups (not available on Essential).Unsolved tickets in your groups (not available on Essential).When you start off using Zendesk, you will be set up with an predefined (default) set of views. In this post, we’ll be walking through simplifying your Default views and adding some Shared ones. Personal views, these are more private and set up by each user to match what they need to prioritize.Shared views, meant to be used and viewed by everyone (You can create up to 12).(Tip: You can deactivate and edit most of them except the “Suspended Tickets” and “Deleted Tickets” views) Default views, these are automatically applied by Zendesk.There are three different kinds of views within Zendesk: When operating from Zendesk, it’s best to work from your views tab to get the work done quickly and efficiently. For example we can have a view that just lists Open tickets that are 48 hours or newer, categorized based on the assignee, and sorted based on the time of the latest update. For those new to Zendesk: Views are the tool you would use to manage tickets inside Zendesk.

Zen desk view ticket without being seen