Good afternoon hope everyone is well. It should be a relatively straight forward query but I haven't been able to find the exact answer. I am looking to create a view that will just be used to manually assign a ticket to that View once the agent is happy that the customer has provided everything we need. I know that I have to assign a condition to the view but all of them seem to be relating to automatically moving the ticket over. I just want a view that will not try to grab any particular ticket and will allow the agent to just manually move over what they need to.
Creating a view within Zendesk to manually assign tickets
Hey Jamie! To clarify, are you looking to create a View that shows Unassigned tickets so that your agents can click into this View and manually assign any tickets to themselves which would then move those tickets into a View that shows them all of their Assigned tickets?
Our unasigned tickets are in our view called New. We will have tickets in that inbox that we wish to manually move to another view via assign. But when we try to create the view the rules make it seem like there will be a rule in place that could move tickets to that inbox that we do not wish to. So we just need a very simple view that will not try to automatically move tickets over.
Hi Jamie - Views are a way to organize your tickets by grouping them into lists based on certain criteria.
As long as the specific ticket that you would not like to be placed into a certain view does not match the conditions that you've defined for that view (i.e. ticket status, ticket group, ticket tag, assignee name, etc.), it wouldn't show up in that view.
You can make the view as simple as you'd like. For instance, if you wanted to show all tickets that were in the New, Open, and Pending status, you could setup your view to show all tickets where Status is less than Solved.
Zendesk has some documentation on Creating Views here that might be a helpful reference as well.
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