Quickie (and Lovely Views soon!) provides two powerful tools to help you manage tickets efficiently: Views and Advanced Search. These features work together to keep your workspace organized while allowing you to quickly find the tickets you need.
- Views offer structured ticket lists, helping you access key tickets based on predefined criteria.
- Advanced Search provides strong search capabilities, letting you refine searches with multiple conditions (including custom fields) and save custom search templates.
- Saved searches appear in Views, making them accessible alongside standard ticket lists.
By combining both, you can build a Zendesk workflow that works best for you—using Views for quick navigation and Advanced Search for more precise ticket searches
How Views and Advanced Search work together
The Views tab provides a structured way to access tickets, while the Seek tab gives you flexibility with advanced filtering and search options. Since saved searches appear in Views, you can treat them like additional views for quick access.
The table below outlines their key functions:
| Feature | Views tab | Advanced Search via Seek tab |
|---|---|---|
| Primary function | Displays Zendesk views and saved Seek searches | Advanced ticket search with customizable conditions |
| Customization | Organize views into folders and subfolders | Create and save searches with conditions, columns, and sorting |
| Interactivity | Clicking a view opens a standard Zendesk view | Clicking a search result opens the ticket directly |
| Filters | Uses Zendesk’s default view filters | Supports multiple conditions, keyword search, and operators |
| Display options | Hierarchical folder structure | Compact and expanded views with drag-and-drop customization |
| Favorites and Home | Views and saved Seek searches can be set as Favorite and/or Home | - |
| Integration | Pulls data from Zendesk views, includes saved Seek searches | Displays search results instantly and allows transferring to Zendesk search |
Feature comparison: Views vs. Advanced Search
Views and Advanced Search both help agents manage tickets, but they have different capabilities. This table compares their features in detail:
| Feature | Views | Advanced Search |
|---|---|---|
| Can be saved for future use | ✅ | ✅ |
| Opens standard Zendesk view | ✅ | ❌ (but can transfer search results to Zendesk search) |
| Can be used to display a list of matching tickets | ✅ | ✅ |
| Supports hierarchical folders | ✅ | ❌ |
| Can be set as Home | ✅ | ✅ |
| Can be bookmarked | ✅ | ✅ |
| Can be set as Favorite | ✅ | ✅ |
| Allows advanced search conditions beyond Views | ❌ | ✅ |
| Displays ticket count | ✅ | ✅ (only in Seek, not for saved searches in Views) |
| Includes personal and shared options | ✅ (personal & shared views) | ❌ (searches are always personal) |
| Can be exported as a CSV file | ✅ | ❌ |
| Can be filtered and customized via conditions | ✅ (via Zendesk Admin Center) | ✅ (directly in Quickie) |
| Requires setup in Zendesk Admin Center | ✅ | ❌ |
| Can include Suspended and Deleted tickets | ✅ (admin-only, if role settings allow viewing All tickets) | ❌ (Zendesk search does not support searching suspended/deleted tickets) |
| Can be accessed via Favorites | ✅ | ✅ (if saved) |
| Can be renamed | ✅ | ✅ |
| Can be cloned | ✅ | ✅ (via "Save search as") |
| Can be deactivated without deletion | ✅ | ❌ |
| Can be deleted permanently | ✅ | ✅ |
| Can be updated in real-time without reloading the page | ✅ (via "Reload views list" button) | ✅ (via "Refresh search" button) |
| Supports keyword search within results | ❌ | ✅ |
| Allows sorting by custom columns | ❌ | ✅ |
| Can retrieve the most recent unsaved search | ✅ (redirects to Seek) | ✅ |
| Uses filters to refine results | ✅ | ✅ |
| Supports complex condition-based filtering | ❌ | ✅ |
| Can be grouped into collapsible sections | ✅ | ❌ |
| Can search across all custom fields | ❌ | ✅ (except checkboxes; dropdowns require tag-based search) |
| Can use advanced operators for filtering | ❌ | ✅ |
| Supports wildcard search (*) for partial matches | ❌ | ✅ |
| Allows manual search code entry | ❌ | ✅ |
| Can create a default "initial search" that loads automatically | ❌ | ✅ |
| Can save multiple search templates | ❌ | ✅ |
| Saved searches appear in Quickie Views tab | ✅ (redirects to Seek) | ✅ |
| Can rename or copy saved searches | ❌ | ✅ |
| Can transfer results to Zendesk search | ❌ | ✅ (via Transfer Search feature) |
| Can generate shareable search links | ❌ | ✅ |
| Can search using manual search syntax (e.g., type:ticket) | ❌ | ✅ |
| Best for... | Organizing ticket lists into structured views for day-to-day ticket management | Running custom or ad-hoc searches with flexible conditions and managing ticket trends over time |
How to use Views and Advanced Search together
Rather than choosing one over the other, use Views and Advanced Search together to maximize efficiency:
- Use Views for structured, regularly used ticket lists that help you organize work across teams.
- Use Advanced Search when you need to find specific tickets quickly, perform detailed searches, or track trends over time.
- Saved searches appear in Views, so you can treat them like additional views for quick access.
- Set Favorites and Home to pin the most important views and searches for easy navigation.
By integrating both into your workflow, you can easily switch between structured lists and advanced searches, ensuring you always have the best way to find and manage your tickets.
Need more help?
For more details on setting up Views and Seek searches, refer to Quickie user guide and Seek user guide or contact our Support team.
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