How to Use Ticket Views in Zoho Desk | Complete Filtering Guide

Zoho Desk - How to Use Ticket Views in Zoho Desk

Filter, Organize & Manage Tickets Faster With Smart Views

🟩 1. What Are Ticket Views?

Ticket Views are pre‑filtered lists that help you quickly see specific types of tickets based on conditions like status, priority, channel, agent, or department.

Views help you:

  • Focus on important tickets

  • Track pending work

  • Avoid SLA breaches

  • Organize workload

  • Improve response time

🟩 2. Types of Ticket Views in Zoho Desk

1. Default Views

Zoho Desk provides built‑in views such as:

  • Open Tickets

  • Overdue Tickets

  • Unassigned Tickets

  • Closed Tickets

  • My Open Tickets

  • High Priority Tickets

2. Custom Views

You can create your own views based on:

  • Priority

  • Status

  • Channel (Email, Chat, Phone, Web Form)

  • Department

  • Tags

  • Agent

  • SLA status

  • Keywords

🟩 3. How to Access Ticket Views

  1. Go to Tickets from the left panel.

  2. On the left side, you will see a list of Views.

  3. Click any view to filter tickets instantly.

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

Step 1: Go to Tickets

Open the Tickets module.

Step 2: Click “+ New View”

Usually found in the left panel under Views.

Step 3: Add Conditions

Examples:

  • Priority = High

  • Status = Open

  • Channel = Email

  • Department = Service

  • Subject contains “warranty”

Step 4: Choose Visibility

  • Only Me

  • All Agents

  • Specific Agents / Teams

Step 5: Save the View

Your custom view now appears in the left panel.

🟩 5. Useful Ticket Views for Kanchan Electronics

1. Warranty Tickets

Condition: Subject contains “warranty”

2. Service Requests

Condition: Department = Service

3. High Priority Issues

Condition: Priority = High

4. Pending Customer Response

Condition: Status = “Waiting on Customer”

5. Tickets Near SLA Breach

Condition: SLA status = “Approaching Breach”

🟩 6. Best Practices

  • Keep view names short and clear

  • Avoid too many filters

  • Use tags for better grouping

  • Share views with teams when needed

  • Review and clean old views monthly

🟩 FAQs

Q1. Can I reorder views? Yes, you can drag and reorder them.

Q2. Can I hide views I don’t use? Yes, you can disable or delete custom views.

Q3. Do views update automatically? Yes, they refresh in real time.

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