A view in Zendesk is a saved, self-updating list of tickets that match a condition. The five default views, and where admins create and manage them.
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How views organize the ticket queue in Zendesk
One shared queue gives an agent no obvious place to start. A view fixes that by holding a saved list of tickets that match a condition and keeping it current on its own.
This walkthrough opens the agent workspace and works through the five default views: by owner, by assignment, by status, by what is waiting on a customer reply, and by recent activity.
Each list carries its own count, and any view can be sorted or filtered further by requester, priority, or last update. It closes in Admin Center under Agent tools, where an admin creates a view and sets the conditions that decide which tickets land in it.
Weekend SLA breaches usually trace back to Zendesk business hours configuration. Five common mistakes in schedules and holidays, with the correction for each.
In Zendesk, employee self-service means searching AI answers, chatting with an agent, requesting services from the catalog, and tracking tickets, all from one help center.
