When working through busy ticket queues, agents often want a simple way to track which tickets they’ve already reviewed and which still need follow-up.
Zendesk standard views don’t include a visible or controllable read or unread state for tickets. Lovely Views adds an optional read/unread workflow that agents can use intentionally during triage and cleanup.
Read and unread in standard Zendesk views
In standard Zendesk views:
There is no visible read or unread indicator like bolding
Agents can’t manually mark tickets as read or unread
There are no bulk actions to manage unread tickets
Unread status can’t be used as a deliberate workflow signal
This means agents typically rely on memory, ticket status changes, or reopening views to keep track of what still needs attention.
What Lovely Views adds
Lovely Views introduces a dedicated read and unread system designed specifically for ticket triage.
Agents can:
Mark tickets as read or unread directly from the ticket preview
Apply read or unread status to multiple tickets using bulk actions
Reset tickets to unread as a reminder for follow-up
Use unread intentionally without changing ticket status, tags, or shared views
This functionality is built into Lovely Views and works consistently across ticket lists and previews.
Preview controls for quick decisions
From ticket previews, agents can mark tickets as read or unread while reviewing context. This makes it easy to scan a queue and decide what needs attention now versus later, without breaking flow.
It’s especially useful during triage sessions where agents want to quickly acknowledge tickets without losing track of them.
Bulk actions for queue cleanup
Lovely Views also supports bulk actions, allowing agents to mark multiple tickets as read or unread at once.
How teams use this in practice
Support teams commonly use read and unread actions to:
Clear queues after scanning tickets
Mark tickets as unread to revisit later
Separate reviewed tickets from new or pending work
Tidy up views after handovers or busy shifts
It gives agents a lightweight way to stay oriented without altering team workflows.
For setup and usage details, see Enhanced preview and Mark as Read/Unread in the Lovely Views user guide.
Try Lovely Views for free
Lovely Views gives teams more control over how tickets are reviewed and managed in Zendesk.
You can explore all features with a free 14-day trial on the Zendesk Marketplace.
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