(3) How to Set Up Zendesk View

The purpose of this article is to show how to navigate your tickets and prioritize your work in Zendesk. 

In the article, we will review the following:

  • Importance of Working Tickets in the Designated Order
  • Successfully Using Your Views
  • Understanding Your Views

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💡 Key Terms and Definitions

  • On-Hold Tickets - Tickets that need further internal research before we can get back to the customer. Think of it as placing a call on hold while finding the answer. 
  • Pending Tickets - These are tickets awaiting a customer reply, but the issue hasn't been fully resolved yet. 
  • Solved Tickets - Tickets that have answered all customer queries and don't require any more responses. 
  • Ticket - In Zendesk, a ticket refers to each customer request. Tickets can originate from various sources, such as emails, live chats, form submissions, and phone calls.
  • Views - Views in Zendesk act as organized folders, pre-filtered and sorted to provide structure throughout your workday. Each view auto-populates with tickets that meet its specific criteria.

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Importance of Working Tickets in the Designated Order

We recommend setting up Zendesk views in the order of importance. This way, you address the most urgent requests first.

Set Views in Order of Importance:

  • Prioritize views based on urgency to ensure the most pressing issues are addressed first.
  • This setup helps in managing time effectively and ensures critical issues are resolved quickly.

Demonstrate Commitment to Service:

  • Addressing urgent requests promptly shows dedication to customer satisfaction.
  • This approach builds trust and highlights the reliability of your support system.

Ensure No One is Overlooked:

  • A methodical setup of views guarantees that every customer interaction is considered.
  • This helps in fostering a sense of community and mutual respect with your customers.

Make Every Interaction Count:

  • By organizing views effectively, you ensure that your support efforts have the most meaningful impact.
  • This strategy reinforces the importance of each customer interaction and enhances overall service quality.

 

Successfully Using Your Views

From our years of implementing and optimizing Help Desks, we’ve come up with a structure for views that makes it easier to work and reduces the likelihood of lost tickets.

When you log in, simply work through the ticket views in order, from top to bottom. 

  1. First, you will prioritize items under My Tickets.
  2. Then move along to Open 24+ Hours.
  3. After that, work the All Other New & Unassigned Tickets.
  4. If a view is empty during the day, feel free to move on to the next one. Once you've completed the last view, loop back to the beginning of the list and continue this process until the end of your shift.

Keep in mind Pending tickets and Recently solved tickets are views for reference and there will not be tickets that need to be addressed from those two views. Once per day, agents should be checking their On-Hold tickets view to see if any tickets can be responded to. 

If a view is empty during the day, feel free to move on to the next one. Once you've completed the last view, loop back to the beginning of the list and continue this process until the end of your shift.

 

Understanding Your Views

To see which tickets appear in each View in Zendesk, please refer to the table below.

View Name Purpose Viewable by Expectations
🎫 My Tickets Tickets assigned to user All
  • Reply to all Open Tickets
  • Check on and update all On Hold Tickets
⚠️ Open 24+ Hours Open tickets waiting 24+ hours (includes assigned and unassigned tickets) All
  • If a ticket is assigned, check with the assignee before you reply.
  • If the assignee is absent, reply to the customer.
  • If the ticket is not assigned, reply to the customer.
🏢All Other New & Unassigned Tickets Includes the remainder of the tickets that are available for you to work throughout the day All
  • Review tickets and complete necessary steps to service customers.
Pending Includes all tickets currently in pending status All
  • No action required.
On hold Includes all tickets currently in on-hold status All
  • Mainly used by Leadership to ensure requests are handled timely.
Recently Solved Tickets Includes all tickets in solved status All
  • Used by all as needed to search for information.

To learn how to set up views in Zendesk, check out this article