Lesson 2: Organizing tickets and users

In the previous lesson, we introduced views. Views are used to organize all your tickets at all stages in the ticket life cycle. In this lesson, we'll take a more in-depth look at how views can be used to organize your tickets. We'll also look at the tools you have available for organizing users. Your users include both your customers and your support staff.

Let's begin with views.

Views are essential for managing the ticket workflow because they enable you to create meaningful groupings of tickets as they progress through the ticket lifecycle.

Zendesk provides some pre-defined, editable views. These views were created for the essential day-to-day running of Zendesk Support and are based on customer service best practices.

You can see the list of views when you click the Views icon () in the sidebar. Every Zendesk account contains these views to get you started: