Intermediate
How to create ticket views and filters on Zendesk
Quick Answer
Create custom ticket views and filters in Zendesk by navigating to Admin Center > Workspaces > Agent tools > Views, then defining conditions and formatting options. Views help organize tickets based on specific criteria like status, assignee, or priority for better workflow management.
Prerequisites
- Administrative access to Zendesk
- Basic understanding of ticket properties
- Familiarity with Zendesk Support interface
- Knowledge of your team's workflow requirements
1
Access the Views management section
Log into your Zendesk instance and click the Admin Center icon in the sidebar. Navigate to Workspaces > Agent tools > Views. Click the Add view button in the top right corner to create a new view.
Tip
You can also access Views from the legacy Admin interface under Manage > Views if you haven't migrated to Admin Center yet.
2
Configure basic view settings
Enter a descriptive Title for your view in the text field. Toggle Available for to specify if the view should be accessible to all agents or specific groups. Set the Position to determine where this view appears in the navigation menu relative to other views.
Tip
Use clear, descriptive names that indicate the view's purpose, such as 'High Priority - Unassigned' or 'My Open Tickets'.
3
Define view conditions
In the Conditions section, click Add condition to set filtering criteria. Select a ticket property from the dropdown (e.g., Status, Priority, Assignee). Choose an operator like
Is, Is not, or Contains. Enter the corresponding value or select from available options. Add multiple conditions using AND or OR logic as needed.Tip
Start with broader conditions and gradually narrow them down. Common useful conditions include ticket status, creation date, and requester organization.
4
Set column formatting
Scroll to the Formatting section and select which columns to display in your view. Check boxes next to desired fields like Subject, Requester, Priority, or Updated. Drag and drop columns to reorder them. Set the Group by option if you want tickets grouped by a specific field like assignee or priority.
Tip
Limit columns to essential information to avoid cluttering the view. Most effective views show 4-6 key columns.
5
Configure sorting and limits
In the Ordering section, choose how tickets should be sorted by selecting a field from the Order by dropdown. Choose Ascending or Descending order. Set a reasonable limit in the Rows per page field (typically 25-100) to optimize loading performance.
Tip
Sort by 'Updated' in descending order to show the most recently active tickets first, which is often most useful for agents.
6
Test and preview the view
Click Preview at the bottom of the page to see how your view will look with current ticket data. Review the results to ensure your conditions are working correctly and the formatting appears as expected. Make adjustments to conditions or formatting if needed.
Tip
If the preview shows too many or too few results, adjust your conditions rather than just changing the row limit.
7
Save and activate the view
Once satisfied with the preview, scroll to the bottom and click Create view to save your configuration. The new view will immediately appear in the Views sidebar for agents who have access. Test the view by navigating to it from the main ticket interface.
Tip
After creating the view, monitor its usage and gather feedback from agents to optimize the conditions and formatting.
Troubleshooting
View shows no tickets despite having matching tickets in the system
Check that your conditions aren't too restrictive and verify that the Available for setting allows your user role to see relevant tickets. Also ensure date range conditions aren't excluding current tickets.
View loads very slowly or times out
Reduce the number of conditions, especially those involving text searches or date ranges. Lower the Rows per page limit to 25-50 and avoid grouping by fields with many possible values.
Cannot see custom fields in the conditions dropdown
Verify that custom fields are properly configured and that your user role has permission to access them. Custom fields must be active and visible to agents to appear in view conditions.
View permissions not working correctly for specific agent groups
Check the Available for settings and ensure the correct groups are selected. Verify that agents are properly assigned to the intended groups in Admin Center > People > Team members.
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