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Views

What Are Views?

Views are filtered, sorted lists of tickets in Zendesk. They help agents and admins organize their work by showing only tickets that match specific conditions. Think of views as saved searches with formatting.

Views power the agent workspace - they're how agents see and prioritize their tickets daily.

What Configly Captures

For each view, Configly stores:

  • Basic Information
  • View title and description
  • Active/inactive status

  • Position (display order in agent UI)

  • Conditions

  • All/any condition logic
  • Ticket filters (status, priority, assignee, group, etc.)
  • Custom field filters

  • Time-based filters (created, updated, solved dates)

  • Execution

  • Column configuration (which fields to display)
  • Sort order (field to sort by, ascending/descending)

  • Group order (for grouping tickets in the view)

  • Access

  • Restriction type (personal, shared, group-specific)

  • Allowed groups

  • Metadata

  • Created and updated timestamps
  • Creator

Viewing Views

Navigate to Views from your connection dashboard to see all your views. You can:

  • Filter by active/inactive status
  • Search by title or description
  • Sort by position or last updated
  • See view conditions and column configurations
  • Understand view restrictions (personal vs shared)
  • Compare views across connections

Personal vs Shared Views

  • Personal views - Only visible to the creator. Useful for individual workflows and preferences.
  • Shared views - Available to all agents or specific groups. Standard for team workflows.

Common Dependencies

Views commonly reference:

  • Custom fields - Both in conditions (filtering) and columns (displaying)
  • Groups - For filtering by assigned group or restricting view access
  • Tags - For tag-based filtering
  • Brands - For brand-specific views
  • Organizations - For organization-based filtering
  • Users - For assignee or requester filtering
  • Ticket forms - For form-specific views

Learn more about dependency tracking →

Tips for Admins

Organizing Views

  • Naming conventions - Use prefixes like "My" for personal, "Team" for shared
  • Position control - Lower position values appear higher in the UI
  • Group logically - Place related views together (e.g., all escalation views)

Performance Considerations

  • Simple conditions - Complex conditions slow down view loading
  • Limit columns - Too many columns make views hard to read and slower
  • Active vs inactive - Deactivate unused views to reduce clutter

Before Making Changes

  • Check usage - Some views may be used by many agents daily
  • Verify dependencies - Ensure referenced fields and values still exist
  • Communicate changes - Let agents know when you modify or remove views

Common View Patterns

  • My Open Tickets - Show all tickets assigned to the logged-in agent
  • Unassigned Tickets - Show tickets needing assignment
  • Pending Tickets - Show tickets waiting for customer response
  • Escalated Tickets - Show high-priority or overdue tickets
  • Recently Solved - Show recently closed tickets for quality review

Maintenance

  • Inactive views - Remove old views that are no longer used
  • Personal views - Clean up personal views when agents leave
  • Duplicate views - Consolidate views with similar conditions
  • Outdated filters - Update views when your ticket workflow changes

Using Configly

  • Diff views - Compare view configurations between environments
  • Track changes - See what changed in view definitions over time
  • Identify dependencies - Before removing a custom field, check which views display it
  • Audit view library - Review all views to standardize naming and organization

Example Use Cases

My Open Tickets

A personal view showing all tickets assigned to the logged-in agent.

Conditions: - Ticket assignee is (current user) - Ticket status is not Solved - Ticket status is not Closed

Columns: - ID, Subject, Requester, Priority, Status, Updated

Sort: Updated (descending)

Dependencies to watch: Status values

Unassigned High Priority

A shared view for the team to see unassigned urgent tickets.

Conditions: - Ticket assignee is empty - Ticket priority is High or Urgent - Ticket status is New or Open

Columns: - ID, Subject, Requester, Priority, Created

Sort: Priority (descending), Created (ascending)

Dependencies to watch: Priority values, status values

Pending Customer Response

A view showing tickets waiting for customer replies.

Conditions: - Ticket status is Pending - Ticket group is "Support Team"

Columns: - ID, Subject, Requester, Updated, Days Since Update

Sort: Updated (ascending - oldest first)

Dependencies to watch: Status values, groups

Escalated Tickets

A restricted view for managers to monitor escalated tickets.

Conditions: - Ticket tags contain "escalated" - Ticket status is not Solved - Ticket status is not Closed

Columns: - ID, Subject, Assignee, Group, Priority, Created

Sort: Created (descending)

Access: Restricted to "Support Managers" group

Dependencies to watch: Tags, groups, status values

View Best Practices

Conditions

  • Be specific - Clear conditions make views more useful
  • Use all/any logic carefully - "All" is more restrictive than "any"
  • Avoid over-filtering - Too many conditions can make views too narrow

Columns

  • Show relevant fields - Include fields agents need to prioritize work
  • Keep it readable - 5-7 columns is usually optimal
  • Consistent across views - Use similar column sets for related views

Sorting

  • Default to newest first - For most views, sort by created or updated descending
  • Oldest first for pending - For pending tickets, oldest first helps catch forgotten ones
  • Priority sorting - For triage views, sort by priority then created date

Access Control

  • Share team views - Don't make agents recreate the same personal views
  • Restrict sensitive views - Billing or VIP customer views may need restrictions
  • Balance access and clutter - Too many shared views overwhelming the UI

Views and Reporting

Views are great for real-time work, but remember:

  • Not for reporting - Use Zendesk Explore for analytics
  • Snapshot in time - Views show current state, not historical data
  • Performance limits - Very large views (thousands of tickets) may be slow

For historical analysis and metrics, use Zendesk Explore or export data.

  • Custom Fields - Fields used in view conditions and columns
  • Triggers - Automated rules that may set fields views filter on
  • Automations - Time-based rules that affect view results