Lesson 2: Organizing tickets and users

In the previous lesson, we introduced views. Views are used to organize all your tickets at all stages in the ticket life cycle. In this lesson, we'll take a more in-depth look at how views can be used to organize your tickets. We'll also look at the tools you have available for organizing users. Your users include both your customers and your support staff.

Let's begin with views.

Views are essential for managing the ticket workflow because they enable you to create meaningful groupings of tickets as they progress through the ticket lifecycle.

Zendesk provides some pre-defined, editable views. These views were created for the essential day-to-day running of Zendesk Support and are based on customer service best practices.

You can see the list of views when you click the Views icon () in the sidebar. Every Zendesk account contains these views to get you started:

Since views organize tickets based on a ticket's properties, a ticket can appear in more than one view. For example, a new ticket can appear in the Unassigned tickets, All unsolved tickets, and New tickets in your groups views. This is because a new ticket meets all the criteria for how these views were defined.

You can create new views or modify the existing views to suit your needs.

Shared and personal views

The pre-defined views provided in your Zendesk account are available to all of your agents. These are shared views. You can edit these views or create your own views and define who has access to them.

Admins can also create views that only a specific group of agents can see. These are referred to as restricted views.

Lastly, all agents can create personal views that no one else has access to.