5 Zendesk Views Every Support Team Should Set Up

If you're running a support team on Zendesk, your views are your command center. A well-organized set of views means less time hunting for tickets and more time solving problems.

Here are five views that every team should have in place from day one.

1. My Open Tickets

This one seems obvious, but it's worth getting right. Filter by assignee is current user and status is less than solved. Sort by priority descending, then by created date ascending. This ensures urgent tickets float to the top and nothing gets buried.

2. Unassigned Tickets

Every team needs visibility into the unassigned queue. Set assignee to none and status to new or open. This is the first place a manager should check every morning. If tickets are piling up here, your routing rules need attention.

3. Pending Follow-Ups

Pending tickets are easy to forget. Create a view for status is pending with your team as the group. Sort by updated date ascending — the oldest pending tickets are the ones most likely to slip through the cracks.

4. High-Priority Escalations

Filter for priority is urgent or high and status is less than solved. This view is your fire alarm. If you're using Quick Charts, the Priority Distribution chart gives you an instant visual of how many fires are burning.

5. Recently Solved (Last 7 Days)

A view of recently solved tickets helps with quality reviews and spotting patterns. Filter by status is solved and solved date within 7 days. This is great for weekly team reviews.

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Pro tip: Name your views with a consistent prefix (like your team name) so they group together in the sidebar.

Getting your views right is one of the highest-leverage things you can do for your support workflow. It takes 15 minutes to set up and saves hours every week.