Tickets are organized into views, groups of tickets based on certain criteria. You can preview or open tickets from your view.
Tickets in a view are preceded with a coloured icon indicating each ticket's current status.
The following system ticket statuses are included by default:
- New
- Open
- Pending
- On-hold
- Solved
If an admin has enabled custom ticket statuses for your Zendesk instance, then you may see additional ticket statuses:
Depending on your permissions, you may see the Deleted ticket’s view. For more information, see Viewing deleted tickets.
Within a ticket, comments use background colours to indicate the type of comment, such as yellow for private comments or blue (temporarily) for comments and other ticket updates added while you're viewing the ticket. The exception is the Zendesk Agent Workspace which doesn't support blue (temporary) colours for comments.
This section provides the steps you'll take to:
- Display a ticket view.
- Preview a ticket.
- Open a ticket.
- Return to a view.
- Move to the next ticket in a view.
- Submit a ticket and move to the next ticket in a view.
Note: Depending on your settings, you might only be able to perform these actions on your default Your assigned ticket’s view. For details, see Using the Play button.
To display tickets in a view
- Click the Views icon ( ) in the sidebar to open the Views list.
- Click the title of any view in the list to display tickets in that view.
To preview a ticket in a view
- Hover your mouse over a ticket title or a ticket status icon. The ticket preview appears:
Note: Formatting applied to ticket comments does not appear in the preview. Instead, preview text appears unformatted, or as Markdown syntax (if applicable).
To open a ticket
- Locate the ticket in the view list.
- Click the ticket subject.
The ticket opens in the main window.
To return to the current view from a ticket
- Click the Views icon in the sidebar.
To go to the next ticket in the current view
- From a ticket, click the Next ticket button in the upper-right corner of the ticket.
The next ticket in the current view opens, even if another agent is currently viewing it. If another agent is viewing the ticket, you will see the agent collision notification.
Note: If you click the Next ticket button after clicking Play, the Next ticket button serves the next ticket that is not being viewed by another agent. See Using Play mode for more information.
To automatically go to the next ticket in the view when you submit a ticket.
- From a ticket, click the menu to the left of the Submit button, then select Next ticket in view.
You do not have to select this option each time you submit a ticket. Once selected, the next ticket in the view will always open when you submit a ticket update. You can choose Close Tab if you prefer to open the current view after you submit a ticket.
Expanding and collapsing your views list
You can expand and collapse your list of views by clicking the arrow at the top of the views list. When collapsed, the views list will auto-show when you mouse over it, and auto-hide when you mouse away from it.
When the arrow is pointing towards your Views, the list is locked. When the arrow is pointing towards your tickets, the views list will auto-show and auto-hide.
By default, your views lists are expanded.
To collapse the views list and set it to auto-show.
- Click the arrow at the top of the views list.
Your list of views collapses.
To expand the views list and lock it.
- Mouse over the collapsed views list to auto-show the list.
- Click the arrow at the top of the views list to lock it in place.
The views list is locked in the expanded position.
Tracking your recently viewed tickets
You can see the last five tickets that you viewed by hovering over the +add tab in the top toolbar.
Note: The recently viewed tickets list disappears after 72 hours if there is no action taken on any of your tickets (including viewing and updating tickets).