GitLab Support Operations, 13 Sep 2021

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From YouTube: Support Ops - Zendesk - Creating Views

Description

Jason Colyer, Support Operations Manager, takes us through how to create views in Zendesk

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Greetings all my name's jason collier, I'm a support operations manager here at git lab and today we're going to go over creating views in the zendesk ui. So let me share my screen and we'll get started to get started, you're going to want to go to the admin panel, which will be done by clicking this gear icon on the left side from there under the manage section, you're going to want to locate the views, link and click that and since we're creating one we're going to click.

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Add view now from here we'll give it a title. So we'll call this test view the description. Normally, you want to put like the request link, but you might also want to put a little description.

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Only um then you'll select who has access. Now you have options of any agent agents in a group where you can specify the various groups or you can make a personal view uh for this. One we'll go ahead and do a group view we'll just do the various we'll do a couple different support ones.

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uh Next, you'll enter your condition, so we'll probably want to do like status.

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Less than let's say pending, so we get new and open tickets.

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Say the form is we'll say sas account and we can add any conditions if we wanted to so. Let's do um sas account. Problem type is two factor or sas account. Problem type is name squad request, so basically this means, if the ticket's less than pending so new or open the form is count and then the any conditions are basically or statements. So the sauce account problem type is two factor or the sauce account problem type is name squatting.

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We can click preview to get a preview. There's no tickets in the uh sandbox right now, so nothing to preview, but it's always good to preview and make sure the tickets that do pop up or what we want to see from here, we'll edit the columns. So let's go ahead and we're going to get rid of what's there and do id requester we'll do subject as well, and let's do the sauce account problem type, since we're filtering on that um here, we'll want to do the grouping by slots group by problem type.

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The sauce account problem type we'll do ascending, and uh this is going to be based on the problem types id uh order by. Let's order it by.

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Let's do sla and we'll do next down celebrate and we want that to be descending, so we'll click save once we're done. The new test view is created. If we scroll the very bottom here, we can see yep there it is, and we can also see who it's available to and if we open it.

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We have our view here in the place ready to go now as an important note here, you'll notice, this view is not showing up on the left side here, even though I am part of one of the groups that I have selected. This is because we're limited to 12 v 12.

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um see you can kind of see how it's there. Actually, I'm not part of the group there. That's why it's not showing but you'll notice that you can only have 12 here. So it's two four six, eight nine, so I could have three more views here deleted and suspended. Do not count as their admin only views their special views. They don't count there. You also have eight personal views.

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That's all there really is to creating a view in zendesk. I hope you found this educational and I look forward to seeing you in the next video.