Filter, Organize & Prioritize Tickets for Faster Agent Productivity

🟩 1. What Are Ticket Views?

Ticket Views (Custom Views) are filtered lists of tickets based on conditions you choose.

They help agents:

• See only relevant tickets

• Prioritize work

• Organize queues

• Improve response time

• Avoid clutter

Ticket Views = Smart filters for clean ticket management.

🟩 2. Why Ticket Views Are Important

• Agents focus only on their assigned work

• Managers track specific ticket types

• Departments get clean, organized queues

• Helps avoid missing important tickets

• Perfect for high‑volume teams like Kanchan Electronics

🟩 3. Types of Ticket Views

✔ Default Views

Zoho Desk provides built‑in views like:

• All Tickets

• Open Tickets

• Overdue Tickets

• Unassigned Tickets

• My Open Tickets

✔ Custom Views

Created by you, based on conditions.

✔ Shared Views

Visible to selected agents or departments.

✔ Private Views

Visible only to you.

🟩 4. How to Create a Custom Ticket View (Step‑by‑Step)

Step 1: Go to the Tickets module

Step 2: Click Views on the left panel

Step 3: Click + New View

Step 4: Add Conditions

Examples:

• Status = Open

• Priority = High

• Tag = warranty

• Channel = Email

• Product Category = Chimney

• Assigned To = Me

Step 5: Choose Columns to Display

Examples:

• Ticket ID

• Customer Name

• Status

• Priority

• Product

• Created Time

Step 6: Choose Visibility

• Only Me

• All Agents

• Specific Teams

• Specific Departments

Step 7: Save

Your custom view appears in the left panel.

🟩 5. Useful Ticket Views for Kanchan Electronics

1. Warranty Tickets

Conditions: Tag = warranty Use: Warranty team sees only warranty cases.

2. Chimney Service Tickets

Conditions: Product Category = Chimney Use: Technicians handle chimney‑related issues.

3. High Priority Complaints

Conditions: Priority = High Use: Managers monitor urgent cases.

4. Refund Requests

Conditions: Subject contains “refund” Use: Billing team processes refunds faster.

5. Order Issues (E‑commerce)

Conditions: Tag = order‑issue Use: E‑commerce team handles delivery/return issues.

6. Tickets Waiting on Customer

Conditions: Status = Waiting on Customer Use: Agents follow up on pending replies.

7. Overdue Tickets

Conditions: SLA Status = Breached Use: Managers take action on delayed cases.

🟩 6. Advanced Options in Ticket Views

✔ Sort Tickets

Sort by:

• Priority

• Created Time

• Due Time

• Status

✔ Color Coding

Highlight important tickets.

✔ Bulk Actions

From a view, you can:

• Assign

• Update fields

• Add tags

• Send emails

✔ Export Tickets

Export filtered tickets for reporting.

🟩 7. Best Practices

• Keep view names short and clear

• Create department‑specific views

• Use tags for accurate filtering

• Avoid too many views — keep it clean

• Review and update views monthly

• Use shared views for team coordination

🟩 FAQs

Q1. Can I duplicate a view? Yes — you can clone any view.

Q2. Can I hide default views? No — but you can ignore them.

Q3. Can views be department‑specific? Yes — visibility can be restricted.