Welcome to the new Lovely Views user guide! This guide walks through how Lovely Views works day-to-day in Zendesk, from finding your way around to managing views, handling tickets, and adjusting settings.

Topics covered in this guide:

Overview
What Lovely Views does in Zendesk, what’s new, and the key ideas that show up throughout the app (views, folders, sections, tabs, navbar vs topbar, and saved Seek searches as views).

Getting started
How to open Lovely Views, where it appears in Zendesk (navbar, topbar, and sidebars), and a quick first-time checklist.

Interface overview
How the layout is structured, what each tab is for (List, Home, Views, Seek, Bookmarks, Activity), and the always-available topbar buttons.

List
What List is for, how the sections work (Favorites, Seek, Extra, Personal, Views), and how to find things fast.

Ticket handling
How Table and Card view work, how to preview and update tickets in the side viewer, and how to use bulk actions.

Home
How Home works, including setting a Home view, setting Seek as Home, and what happens when Home changes while you’re on another tab.

Views
Opening views, using filters and view options, refreshing view results, and managing views (rename, move, edit, clone, delete, export CSV).

Folders
Creating folders, expanding/collapsing, moving views into folders, merging folders, and practical folder structure tips so navigation stays clean.

Bookmarks
What Bookmarks are, ways to bookmark tickets, searching/sorting, and refresh behavior.

Activity
What Activity shows (recently opened and viewed tickets), searching/sorting, and refresh behavior.

Seek
What Seek is for inside Lovely Views, how to open it, and how personal and shared saved searches and templates work. For detailed search building and management, this guide links out to the dedicated Seek user guide.

Admin
How Lovely Views is set up for your Zendesk instance.

Personal preferences
Settings each user can control for themselves, like display and behavior options. These changes only apply to the logged-in user.

Admin settings
App-wide settings that control how Lovely Views behaves across the account, such as General, List, View, Selected tickets, Bookmarks, Activity, Ticket sidebar, and Backup & Restore. Use this section to fine-tune workflows and performance, and to back up or restore your configuration.

Export and reporting
Downloading the views list CSV, what’s included, and export troubleshooting.

Troubleshooting
Common issues (counts not changing, missing views, Home/Favorites oddities, Bookmarks/Activity not showing expected tickets, preferences not saving, Zendesk limitations).

FAQs
Quick answers to the questions people ask most often.

Getting support
What to include when you reach out so issues can be diagnosed faster.

OVERVIEW

Use this guide to get familiar with the layout, then jump into the sections you need (List, Views, Bookmarks, Activity, and Seek).

Want to go deeper on Seek? See the Seek user guide for building searches, templates, and saved searches.

What Lovely Views is

Lovely Views is a workspace inside Zendesk that makes it easier to navigate views, keep tabs on what’s changing, and handle tickets quickly. You still use your existing Zendesk views and permissions, but the day-to-day experience is more organized and faster to work from.

With Lovely Views, you can:

Lovely Views doesn’t change how Zendesk defines views, automations, or permissions. It builds on them, then gives you a cleaner place to work from.

What’s new in Lovely Views 4.x

This guide covers the current Lovely Views 4.x experience. Installations already using version 4.4 are updated automatically to version 4.5. If your organization is still using version 3.9, a Lovely Views administrator must enable Latest version before you can use the features described in this guide.

If you are upgrading from version 3.9, read both sections below. If you were already using version 4.4, jump to What was added in 4.5.

Introduced in version 4.4

Version 4.4 introduced the main 4.x workspace and the navigation tools that version 4.5 builds on.

What was added in version 4.5

Version 4.5 builds on the 4.4 workspace with new ways to display, inspect and update tickets without losing your place in the results list.

• Card view: Switch between Table and Card view in Views, Seek, Bookmarks, Activity and Agent Home. Cards can show several rows of ticket information, expand or collapse, and use thread pills to show conversation activity.

  

• Side viewer: Open a resizable ticket panel beside the results list to view the subject, requester, comments, SLA information and AI summary.

  

• Reply from the side viewer: Add public replies or internal notes, attach files and change ticket status without opening a standard Zendesk ticket tab.

  

• Richer previews and conversations: Filter comments, open inline images at full size, translate comments when supported, and display side conversations, notes and pinned comments.

  

• Agent Home: Use Extra > Agent Home to see Your work, recent Updates, ticket counts and folders in one place.

  

• Shared searches and templates: Admins can share saved searches and search templates with other Lovely Views users. Shared saved searches give the team reusable work queues, while shared templates provide consistent starting points for building searches.

  

Key concepts

Before you jump into the how-to steps, it helps to understand a few core concepts that Lovely Views is built around.

Views, folders, and sections

• Views are your Zendesk views (plus any saved Seek searches you use like views).

  

• Folders are how views are grouped in the List. Some folders come from your naming structure, and others are system folders (like Deleted tickets).

  

• Sections are the top-level groups inside the List tab, like Favorites, Views, Personal, Seek, and Extra. They keep different kinds of items separated so the list stays easy to scan.

  

Navbar vs topbar 

Lovely Views can be opened in two places in Zendesk:

Nav bar (main workspace)
Open Lovely Views from the Lovely Views icon in Zendesk’s left nav bar. This opens the full Lovely Views workspace in the main area, with List always visible on the left.

Topbar (quick panel)
Open Lovely Views from the Lovely Views icon in Zendesk’s topbar. This opens Lovely Views as a panel, with its own row of tabs/icons across the top.

These two locations are connected. Use the topbar panel for quick access to Lovely Views while keeping another Zendesk screen open. Use the main workspace when you want the complete Lovely Views layout, including the List, Dock, results area, and side viewer

The Dock is the horizontal navigation bar inside the main workspace. It is not the topbar panel.

Sidebars (when enabled)
You may also see Lovely Views actions in the ticket, user, or organization sidebars. We cover those locations in Getting started.

Table view and Card view

Ticket results can be displayed as a traditional table or as cards. Table view is useful for comparing columns across many tickets. 

Card view gives each ticket more vertical space and can show multiple rows of details, thread pills and expandable content.

Preview popup vs side viewer

The preview popup gives you a quick look at a ticket. It can show the full available preview or only the comment thread.

The side viewer is a resizable panel beside the results list. It is designed for reading and updating a ticket while keeping the current queue visible.

Home vs Agent Home

• Home is the view, saved Seek search or Agent Home area you choose as your default work queue.

  

• Agent Home is a built-in area under Extra > Agent home. It contains Your work, Updates and folders of relevant tickets.

  

Dock

The Dock is the horizontal navigation bar near the top of the main Lovely Views workspace. Use it to move between Home, View, Bookmarks, Activity, and Seek.

Additional controls, including New search and Admin, appear on the right. The available controls may vary depending on your settings and permissions.

The List remains available as a separate panel on the left, and the side viewer opens as a separate panel beside the results.

When Compact Dock is enabled, the Dock uses a smaller layout in the upper-right corner while keeping its navigation and controls available.

Tabs in Lovely Views

What you’ll see in the main workspace

• List is always visible on the left (it’s your navigation area)

• Across the top of the main workspace, use the Dock to move between:

  • Home: your Home queue (whatever you set as Home)

  • View: where views and saved Seek searches open as ticket result lists

  • Bookmarks: your personal bookmarked tickets

  • Activity: tickets you’ve recently opened or viewed

  • Seek: start a new search or use templates

Note: When you click a view from the List, it opens in Views in the main workspace.
If you click a saved search, it also opens in Views and can be edited like it would in Seek.

What you’ll see in the topbar panel

• List appears as a tab inside the panel 

• You’ll also see:

  • Home

  • View: this is where saved search results appear in the topbar panel

  • Bookmarks

  • Activity

  • Seek

Important differences in the topbar panel

• Clicking a view from the List opens it in the main workspace (not inside the panel). The View tab in the top bar panel is for saved searches only.

• Home is an always-visible button (not a permanent tab). If your Home is set to a saved search, clicking Home opens that saved search inside the topbar panel, and you’ll see a Home tab appear (showing the saved search results).

• If your Home is set to a standard view, clicking Home opens it in the main workspace (not inside the topbar panel).

Saved Seek searches as views

• The Views tab can show a Zendesk view, or a saved Seek search you selected from the List.

• When you open a saved Seek search here, it behaves like a view (ticket results list), but you can also edit it like you would in Seek.

Back to contents

GETTING STARTED

A quick walkthrough to help you open Lovely Views, understand where it appears in Zendesk, and get set up so you can start working right away.

Install and open Lovely Views

For admins (install):

1. In Zendesk, open Admin Center.

2. Go to Apps and integrations > Zendesk Support apps > Marketplace.

3. Search for Lovely Views and open the listing.

4. Click Install.

5. Choose who should have access (roles/groups, if your team uses access restrictions), then Install.

For everyone (open):

• In Zendesk Support, open Lovely Views from the left sidebar (navbar), or from the topbar panel (right-side panel), depending on your layout.

• If you do not see it right away, refresh the Zendesk page.

Lovely Views 4.5 quick start

Use this checklist to configure the main 4.5 workflow before you begin working through the detailed sections of this guide.

1. In Personal preferences > Behavior, choose where tickets open and what each preview popup displays.
2. Open a view and use the View mode menu to try both Table view and Card view.
3. Open a ticket in the side viewer, then resize the panel and try its full and compact header modes.
4. If your permissions allow it, test a public reply, an internal note, a file attachment and a status change from the side viewer.
5. Open Extra > Agent home and decide whether it should become your Home view.

Important: The side viewer does not load Zendesk ticket sidebar apps. If you need an app such as Sticky Notes or Tickler, open the ticket in a standard Zendesk ticket tab.

Related: Choose how to open and work with a ticket and Personal Behavior settings.

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Where Lovely Views appears in Zendesk

Lovely Views can show up in a few places in Zendesk. The two main ones are the main workspace and the topbar panel, and then you may also see it in sidebars.

Main workspace (opened from Zendesk's nav bar, left side)

If you click the Lovely Views icon in Zendesk’s left icon rail, Lovely Views opens in the main workspace.

This is the “full size” experience where you’ll usually see:

• List always visible on the left

• Main tabs across the top (Home, Views, Bookmarks, Activity, Seek)

• The selected tab opened in the main work area (for example, a view’s ticket list)

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Topbar panel (opened from Zendesk’s topbar)

If you click the Lovely Views icon in Zendesk’s top icon area, Lovely Views opens in the topbar panel.

You’ll see the same main tabs here too, but they open inside the panel instead of taking over the main workspace. This is handy when you want Lovely Views available while keeping your main workspace focused on something else.

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Ticket sidebar

Depending on your setup, you may also see Lovely Views actions in the ticket sidebar. This is usually for quick actions while you’re already inside a ticket.

(We cover what’s available there in the relevant sections later in the guide.)

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User sidebar

Lovely Views may also appear in the user sidebar, again depending on what your admin has enabled.

Use its search to look up another user. Lovely Views keeps this search separate from any default Seek template text.

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Organization sidebar

Lovely Views may also appear in the organization sidebar, depending on what your admin has enabled.

Use its search to look up another organization. It is not filtered by the search term in your default Seek template.

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First-time setup checklist

Use this once after install (or anytime something feels “off”):

• Open Lovely Views in the topbar and click Pin, so it stays open while you work.

  

• Decide where you’ll mainly work: left sidebar (full workspace) or topbar (always within reach).

• Set your Home view (the view you want to land on first).

  

• Add a few Favorites for your daily queue.

  

• Confirm your ticket-opening and preview preferences, including whether tickets open in the Side Viewer or a ticket tab and what the preview popup shows when the viewer is open or closed.

  

• Open a view and try both Table view and Card view from the view mode menu.

  

• Open a ticket in the side viewer, resize the panel, then try a reply or internal note on a test ticket. If you need a ticket sidebar app, open the ticket in a standard ticket tab instead.

  

• Open Extra > Agent home and review Your work, Updates and the available folders.

  

• Check your bulk actions on a small set of test tickets so you know what’s available for your role (edit, merge, spam, read/unread, bookmark, delete/close, etc.).

  

• Try Bookmarks (save one ticket, then find it again).

  

• Try Activity (make sure recently opened tickets show up).

  

• If you use Seek, run a quick New search, then save it so you can reuse it as a work queue.

  

If something is missing (tabs, actions, or sidebars), it’s usually down to role/group access or admin settings, so it’s worth having an admin double-check those.

Back to contents

INTERFACE OVERVIEW

This section is a quick map of the Lovely Views layout, so you can get oriented and then jump to the tab or feature you need.

Main workspace layout (opened from Zendesk’s nav bar)

This is the full Lovely Views workspace opened from Zendesk’s left-side nav bar.

What you’ll usually see:

• List on the left (always visible for navigation)

• The Dock near the top, with access to Home, View, Bookmarks, Activity, and Seek

• A main content area that changes depending on the tab

• A resizable side viewer that can open beside the results list and remain open while you move between views and other Lovely Views work areas.

• Quick actions via the kebab menu on folders, views, and tickets (where available)

• A bulk edit bar that appears when you select one or more tickets (actions depend on your settings and permissions)

Dock navigation

The Dock is the horizontal navigation bar near the top of the main Lovely Views workspace. It remains available as you move between the main areas of the app.

Use the Dock to open:

• Home: Opens the view, saved Seek search, or Agent Home area currently set as your Home.
• View: Shows the current view or saved Seek search results.
• Bookmarks: Shows tickets you have bookmarked.
• Activity: Shows your available activity views.
• Seek: Opens Lovely Views search.

Additional controls appear on the right of the Dock, including New search and Admin. Other controls may appear depending on your settings and permissions.

The List is the separate panel on the left. It is not part of the Dock. The side viewer is also separate and opens beside the results.

Topbar panel layout (opened from Zendesk’s topbar)

Open the Lovely Views topbar panel by selecting the Lovely Views icon in Zendesk’s top bar. The panel floats over your current Zendesk screen, letting you use Lovely Views without leaving what you are working on.

What you’ll usually see:

• Navigation icons for the Lovely Views sections available to you, such as List, View, Bookmarks, Activity, and Seek.
• A scrollable content area showing the currently selected section.
• Quick controls for Home, Bookmark, New search, and Admin.
• Pin, which keeps the topbar panel open while you work elsewhere in Zendesk.

The tabs and controls shown can vary depending on your permissions, admin settings, and current Lovely Views state.

In the topbar panel, List appears as a tab. In the main workspace, List remains visible as the separate panel on the left.

Tabs you can use

Lovely Views has two places you can work from:

• Main workspace (opened from Zendesk’s left sidebar icon)

• Topbar panel (opened from the shortcut in Zendesk’s topbar)

The tabs work the same idea in both places, but there are a couple of layout differences.

Main workspace tabs

In the main workspace:

• List is always visible on the left (it’s not a tab here).

• Across the top, you’ll use these tabs:

  • Home

  • Views

  • Seek

  • Bookmarks

  • Activity

Clicking a tab switches the main content area, while the List stays visible for navigation.

Topbar panel tabs

In the topbar panel, you’ll typically see these tabs:

• List

• Home (only if a saved search is set as Home view)

• View

• Seek

• Bookmarks

• Activity

Clicking a tab opens it inside the panel.

Quick description of each tab

• List: Your navigation hub (sections like Favorites, Views, Personal, Seek, Extra).

  

• Home: Your default landing view (main workspace). In the topbar panel, this tab only appears if you've set a saved search as Home view.

  

• Views: Where you work through tickets in a results list. In the main workspace, Views tab opens when you click a view from List. In the topbar panel, View tab opens to show saved search results.

  

• Bookmarks: Your personal saved ticket list.

  

• Activity: A quick way back to tickets you’ve recently opened or viewed.

  

• Seek: Where you start a new search or use templates.

  

Always-visible topbar buttons

These buttons stay available at the top of Lovely Views (in the topbar panel), no matter which tab you’re in:

• Home: Jump back to your Home view.

  

• Bookmark: Bookmark the current ticket quickly (and remove it if it’s already bookmarked).

  

• New search: Start a Seek search right away.

  

• Admin: Open the settings and info area.

  

• Pin: Keep the topbar panel open while you work in Zendesk.

  

View mode menu

The View mode menu controls how ticket results are displayed. Depending on the current work area, it can include:

• Table view or Card view
• how many rows of ticket details each card displays
• text expansion and collapse options
• whether the summary row is shown

The menu remains open while you select display options and closes when you move the pointer away.

Side viewer layout

The side viewer opens beside the ticket results. Drag the divider to resize it. Use the compact control on the divider when you want to collapse the panel quickly. The viewer can remain open while you switch views or move between Views, Seek, Bookmarks, Activity and Agent Home.

On tight screens, the List can collapse to a narrow strip and some Seek pills may hide automatically to make room. Hover over the collapsed List area to expand it again.

Narrow-screen layout

Lovely Views moves some controls when the available panel becomes narrow. Seek tabs may move into a dropdown, and pagination may use a page-number dropdown instead of separate buttons. These are the same controls in a more compact layout.

Common patterns

A few UI patterns show up throughout Lovely Views:

Hover tools

• When you hover on items, you may see see quick actions appear.

Kebab menu

• The kebab menu is where you’ll find “everything else” for that item, like rename, move, clone, delete, and other actions depending on what you clicked.

  

Back to contents

LIST

List is your navigation hub in Lovely Views. It’s where you move between work queues, find the right view fast, and keep everything organized as your view set grows.

One quick note before you start:

• In the main workspace, List stays visible on the left.

• In the topbar panel, List shows as its own tab.

In this section, we’ll cover:

• What List is for (and when to use it vs opening a view)

• The different List sections (Favorites, Seek, Extra, Personal, Views) and what each one is meant for

• How List search works (including how it auto-expands sections and folders)

• Ticket counts and refresh controls (what counts mean, when they update, and what refresh does and doesn’t do) 

What List is for

List is your main navigation area in Lovely Views. It’s where you:

• Find the views you need (without scrolling through a messy, flat list)

• Keep your daily “go-to” items close (Favorites and Home)

• Start a search or jump into saved Seek templates or searches (without rebuilding them every time)

• Stay organized with folders and subfolders

Think of it as your control panel for moving between work queues.

Sections in List

List is split into sections that you can expand or collapse by clicking the section name. Each section is there for a different kind of navigation, so you can keep things tidy even as your view set grows.

Favorites

Your shortcuts.

• Shows the views and saved searches you’ve starred so they’re always easy to reach.

• Best for the 5–15 things you open constantly.

Find out more in Favorites.

Seek

Start and reuse searches.

This section is where you kick off a search, jump between the searches you currently have open, and start from a template.

What you’ll see here:

• New search
  Starts a fresh Seek search.

• Temporary search tabs 
  These are the searches you currently have open. They’re not saved, so they can disappear after a reload.

• Templates
  Search templates an administrator has shared with other Lovely Views users.

• My Templates (including your default template)
  Your personal templates for building searches quickly.

If you want to reuse the same results as a work queue, save the search as a saved search. If you want to reuse its setup as the starting point for other searches, save it as a template.

Personal saved searches appear in your List under Personal > Searches and can also appear in Favorites if you star them. When you select a saved search, it opens as a results list and can be edited in Seek. Admins can also share saved searches and templates with other Lovely Views users.

If you’re building or fine-tuning searches, jump to the Seek user guide. This Lovely Views guide only covers Seek where it behaves differently inside Lovely Views.

Extra

Built-in items and “special” lists.

Extra is where you’ll find things that aren’t part of your normal Views folder structure. Think personal follow-ups, quick navigation tools, and a few system-style lists.

What you’ll typically see in Extra:

• Bookmarks
  Your personal bookmarked tickets list.

• My ticket tabs
  A quick way back to tickets you’ve recently had open, especially if you’re bouncing between a few issues.

• Current ticket activity
  A running list of tickets you’ve recently opened or viewed, so you can jump back without hunting.

• My profile
  A built-in folder that groups your personal queues:

  • Assigned

  • Requested

  • Followed

  • CC’d

• Suspended tickets and Deleted tickets
  Special lists that help you spot tickets that are suspended or deleted (you’ll often see these styled differently, like greyed out or red).

Find out more in Extra.

Personal

Your own items.

• Views and saved searches that are only visible to you.

• Useful for “my workflow” queues that you don’t want showing for everyone else.

There are a few menu options for this section: Add view, Manage views, Reload views list, and Download views list CSV.

Find out more in Personal.

Views

Your shared Zendesk views, organized.

• Shows your standard view set, grouped into folders and subfolders.

• This is usually the biggest section, and the one teams rely on for a clean structure.

There are a few menu options for this section: Add view, Manage views, Reload views list, and Download views list CSV.

Reload views list uses a fading state while it refreshes. Hold Shift while reloading to use the alternate reload behaviour.

Admins can also enable a Show only my views toggle. This allows agents to quickly hide shared views and focus only on their own.

Find out more in Views and Folders.

Misc

This folder inside the Views section holds views without a specific hierarchy; you can disable it or rename the folder via List settings. Additionally, you can enable the option to display this folder or root level views at the bottom of the Views list.

Search in List

The List has its own search, so you can jump to the view or folder you need without scrolling.

When you use List search, it searches what’s in the List (views, folders, and section items), not ticket content.

Find views and folders

1. Click into the Search list field.

2. Start typing the name of a view or folder.

As you type, Lovely Views filters the List down to matches, so you can click straight into what you were looking for.

Tip: If your team uses a naming convention (like “Billing” or “Escalations”), searching that keyword is usually faster than navigating folder-by-folder.

Auto-expand sections and folders for matches

When your search matches something that’s currently “hidden” inside the List:

• The right section will expand (so you can see the match).

• Any parent folders will expand too (so the matching view is visible).

• The List stays expanded while you’re searching, so you can keep scanning nearby matches.

When you clear the search, the sections and folders return to the expanded or collapsed state they were in before you started searching.

Ticket counts in List

Ticket counts help you see workload at a glance. You’ll see counts next to items like sections, folders, and views.

What counts mean

• Views: the number is the current ticket total for that view.

• Folders: the number is the sum of the counts for the views inside that folder (including subfolders).

• Sections: the number is the sum of everything inside that section (for example, Favorites totals up the favorites shown there).

• No number showing: it usually means counts haven’t been loaded yet, the item doesn’t support counts, or your access to those tickets is restricted.
  
  Tip: Counts reflect what you can see in Zendesk. If you don’t have access to certain tickets, they won’t be included in your totals.

When counts update automatically

Counts don’t update for every ticket change instantly. In general:

Lovely Views keeps recently loaded counts in a session cache so returning to the same list is faster. Use Refresh counts when you need to request the latest totals immediately.

• Counts update when Lovely Views loads, when you switch between items, and when you manually refresh counts.

• Some setups may also update counts on a timer (if your account uses an auto-refresh option), but manual refresh is still the reliable “give me the latest” button.

If you’re expecting a number to change and it hasn’t:

• the ticket may not have fully moved views yet (depending on what changed),

• the view may rely on conditions that update on a delay,

• or you may just need to refresh counts.

Refresh controls

You’ll see the Refresh counts icon in the List for sections like Favorites, Views, Personal, and Extra.

Refresh counts does:

• Update the numbers you see in the List (sections, folders, views).

• Give you the latest totals without needing a full page reload.

Refresh counts doesn’t:

• Rebuild the ticket list content inside an already-open view.

• Force Zendesk to re-evaluate view membership instantly.

If your count looks right but the tickets you’re seeing inside the view look out of date, use Refresh this view from inside the view (that refreshes the results list, not just the numbers).

Favorites

Favorites are shortcuts in the List so you can jump to the views, folders, or saved searches you use most.

Add/remove favorites

• To add a favorite: hover the item in List and click "Favorite" in the item menu.

  Once added, from Favorites section, you can click the item's menu option "Find original" if you want to see where it's originally located in List.

  

• To remove a favorite: click "Favorite" again until the check is removed. 

  If removing from Favorites section, simply click the item's menu option "Remove from Favorites".

  

• Favorites can include views, saved Seek searches, and Seek templates.

Home icon behavior when a view is also a favorite

• A view can be both a Favorite and your Home view at the same time.

• If a view is your Home view, it will show the Home icon on that view in the List.

  

• If it’s also a Favorite, it will still appear in Favorites as well. Nothing breaks, it just means it’s pinned in two convenient spots (Favorites and Home button).

  

Sort Favorites

Use the Order views by button in the Favorites section to choose how your favorites are ordered. Lovely Views saves your choice for the next time you open the List. 

If you prefer a custom order, use Reorder from the section menu, drag the items into place, then click Done.

Hide empty views and favorites

You can hide views or favorites that currently contain zero tickets. This makes large Lists easier to scan, and Lovely Views saves the preference for you.

Open the relevant List or section options and turn on the hide-empty option. Turn it off again whenever you need to see the empty items.

Download the views list as CSV

If your administrator has enabled the feature, open the List options and choose Download view list CSV. In the export window, select which sections to include:

• Personal views
• Shared views
• Extra views

Lovely Views preselects options based on the section where you opened the export. Review the choices, then download the file.

Extra

Extra is where Lovely Views groups helpful system and utility views. What you see here can vary depending on your configuration and permissions.

Bookmarks

Bookmarks shows your current bookmark count. Clicking it opens the Bookmarks tab, where you can view and manage your bookmarked tickets.

Bookmarks are personal to each agent. Your Bookmarks list isn’t shared with other agents.

Agent Home

Agent Home is a built-in work area under Extra > Agent home. It includes Your work, recent Updates and folders of relevant tickets. You can use table or Card view, change the number of tickets per page and open tickets in the side viewer.

Agent Home can also be selected as your Home. If you have not selected another Home item, Agent Home Tickets is used as the default.

My ticket tabs

This is a special view in Extra that helps you keep track of what you have open. Admins can enable or disable this view for agents.

What it shows

• Tickets you currently have open.

• It’s designed to match how people actually work: bouncing between a handful of tickets and needing a fast way back.

A ticket can disappear from “My ticket tabs” if:

• You no longer have permission to view it (role/group changes, ticket moved, etc.)

• The ticket was deleted or otherwise removed

• Zendesk can’t load it anymore (for example, it was merged or is no longer accessible under your current permissions)

Current ticket activity

This is another utility view in Extra that shows ticket activity (who is viewing/opening tickets). It’s useful for avoiding collisions like two people working the same ticket at once.

Access can be restricted (for example, admins by default, or enabled for selected roles/groups depending on your configuration).

My profile

This folder helps you quickly find common ticket groups which are meant to be ready-to-use “quick filters” for daily work. Admins can enable/disable or rename this folder.

Included are the following preset views:

• Assigned 

• Requested 

• Followed

• CC'd

Suspended and Deleted

Some accounts enable extra utility views like Suspended and Deleted. These are mainly for cleanup and oversight (and are often admin-only depending on Zendesk permissions). 

Admins can restrict access to agents, so if you don’t see these, it usually means they’re not enabled for your account or your role doesn’t have access.

Personal

The Personal section is where each agent’s own items live. These items are private and are not visible to other agents.

The Personal section always appears in Lovely Views 4.5. It can be renamed or positioned above or below the shared Views section, but it can no longer be disabled.

Personal includes two sub-sections: Searches (saved Seek searches) and Views (personal).
 

The position of the Personal section in List can be changed. See Place ‘Personal’ section below ‘Views’ for details.

Searches

Searches in Personal > Searches are personal saved searches. They are visible only to you.

Administrators can also share saved searches with other Lovely Views users. A shared saved search is available to the team rather than being treated as one agent’s personal item.

They’re reusable searches you’ve saved (usually built in Seek) so you can come back to the same work queue without rebuilding it.

Common examples include:

• A personal follow-up queue
• A search for a specific customer or project
• A temporary investigation you want to keep around for a while

Views

Personal views are views that belong only to you.

They behave the same as other views, but are not visible to other agents. This makes them useful for workflows you don’t want to share, or for testing changes before asking an admin to roll something out team-wide.

Typical examples include:

• A draft version of a team view you’re working on
• Your own triage queue
• A QA or audit view

Personal views can also be grouped into folders.

Emoji picker

You can add emojis to folders, views, and saved Seek searches to make items easier to recognize at a glance.

Emojis become visual identifiers in the List and in view headers, helping teams scan faster and organize work visually.

Lovely Views treats emojis slightly differently depending on where they are used.

Folder emoji

Folders use a single emoji as the folder icon.

Only the first emoji becomes the folder icon, even if multiple emojis appear before the name. Any additional emojis are treated as part of the folder name.

Examples

📦 Returns
Icon: 📦

📦🔥 Returns
Icon: 📦 (🔥 is part of the name)

🎯 Priorities
Icon: 🎯

View/saved search emoji

Views and saved Seek searches can use one or more emojis as their hero emoji.

The hero emoji is taken from the first emoji - or the first group of emojis - before the first space in the name.

If multiple emojis appear together without a space, they are treated as one hero group.

Adding a space stops the hero group.

Examples

🚀 Urgent tickets
Hero: 🚀

🚀🔥 Urgent tickets
Hero: 🚀🔥

💳🧾 Billing review
Hero: 💳🧾

⚠️ High priority
Hero: ⚠️

📦 Returns - EU
Hero: 📦

Where emojis appear

Emojis added to names appear in:

• List (folder and view icons)

• View header / screen title

• Sidebar

• Navigation areas where the item is referenced

This makes emoji usage consistent across the app.

Tips for using emojis

Use emojis to represent meaning, not decoration. Consistent patterns help teams scan faster.

Common patterns teams use:

• Priority → 🚨 ⚠️ 🔥

• Workflow stage → 📥 🧠 ✅ 📤

• Topic → 💳 Billing, 📦 Returns, 🛠 Technical

• Team ownership → 🎧 Support, 🧾 Finance, 🧑‍💻 Engineering

Avoid placing spaces between multiple hero emojis unless you intentionally want only the first emoji to be used.

Finding emojis quickly

You can search inside the emoji picker using keywords such as:

• warning

• star

• dollar

• clock

• bug

This helps you quickly find consistent icons for your naming system.

Back to contents

TICKET HANDLING

This section covers what it’s like to work tickets from inside a view: how the results behave, how table and Card view work, how to use previews and the side viewer, and how to update one or many tickets.

Choose how to open and work with a ticket

The best place to open a ticket depends on what you need to do next.

Ticket sidebar apps: Open a standard ticket tab whenever you need an app such as Sticky Notes, Tickler, or another app installed in the Zendesk ticket sidebar.

Related settings: Open ticket in, Preview ticket popup (Side viewer closed), Preview ticket popup (Side viewer open), and the administrator defaults.

Ticket list basics

When you open a view (or a saved Seek search opened as a view), you’ll see a ticket results list. This list is where you’ll do most of your day-to-day scanning and sorting.

Ticket results can appear in two display modes:

• Table view: one row per ticket with columns such as Subject, Requester, Status and Updated.

  

• Card view: one card per ticket with several rows of details, expandable content and thread pills showing conversation activity.

  

• quick actions depending on your setup

Selection checkboxes

Checkboxes let you select tickets for bulk edit.

• Select a single ticket by ticking its checkbox.

  

• Select multiple tickets by ticking several rows.

  

• Select all tickets on the page by ticking the top checkbox.

  

• Your selected tickets stay selected until you clear them, change view, or refresh (exact behavior depends on what you do next).

  

Good to know

• Some bulk actions may be hidden or restricted depending on admin settings and your Zendesk role/group permissions.

• If you’re missing an action you expect, check the Admin section (or ask your admin).

Pagination

If a view has more results than can fit on one page, you’ll use pagination to move through pages of tickets.

• Use pagination controls to move forward/back.

• If you’re working in bulk, double-check you’re acting on the tickets you actually intended (especially if you moved pages).

Tip: If you need to take action on more than one page of results, see Bulk edit for options like Select all pages.

Change the ticket display mode

Open the View mode menu in the results header to switch between Table view and Card view. The same menu controls how much information appears on each card, text expansion and whether summary rows are shown.

Card view is available in Views, Seek, Bookmarks, Activity and Agent Home. Expand or collapse an individual card when you need more or less information. Thread pills show conversation activity at a glance, and unread tickets use a highlighted background when unread highlighting is enabled.

Open a ticket

Depending on your preferences, selecting a ticket opens it in either:

• Side Viewer (split-view): opens the ticket beside the results list so you can keep your place in the queue.
• Ticket tab: opens the ticket in Zendesk’s standard ticket workspace.

Hold Shift while selecting a ticket to temporarily use the opposite opening method. You can change your usual method under Personal preferences > Behavior > Open ticket in.

Ticket preview popup

The preview popup is for quickly checking a ticket without opening it in the side viewer or a ticket tab. It can show ticket details, the comment thread, an AI-generated summary and other configured content.

When the side viewer is closed

• Full ticket: shows the available ticket details and comment thread.
• Comment thread only: shows only the ticket’s comments.

When the side viewer is open

• Full ticket
• Comment thread only
• No preview: prevents another preview popup from opening while the Side Viewer is displayed.

Admins set the defaults under Admin settings > View. You can select your own modes under Personal preferences > Behavior.

Where supported, you can click an inline image to open it full size and use Translate on comment text. The summary can be configured to use public comments only or include internal notes.

Tip: You can also quickly change your preferred setting by hovering over the Admin button on navbar and selecting Preview ticket popup.

Use the side viewer

The side viewer opens beside the results list. It shows the ticket subject, requester, available details, comments, SLA information and AI summary. It works across Views, Seek, Bookmarks, Activity and Agent Home and can remain open while you switch between them.

Resize or collapse the viewer

Drag the divider between the results and viewer to change the width. Hover over the divider to use the compact control when you want to collapse the viewer quickly. On a tight screen, the List and some Seek controls may collapse or hide automatically to preserve room.

Viewer header

The header gives you access to the ticket title, requester, copy-link control, comment filters, full or compact header mode and the three-dot ticket actions menu. Enable a fixed header if you want these controls to remain visible while you scroll.

Read and filter comments

Use the filter in the viewer header to focus on the comment types you need, such as public replies, internal notes or other available notes. Long threads use Gmail-style expand and collapse rules so older comments take up less space. Comment notes and pinned comments appear when they are enabled in your display preferences.

Side conversations

Side conversations can appear in the side viewer and preview popup. Select a linked child ticket to open it in a standard ticket tab.

Reply or update the ticket

Use the rich-text editor at the bottom of the viewer to add a public reply or internal note. You can format text, attach files and select the submit status. When allowed, you can also change ticket status without adding a comment or submit the ticket as New.

The available comment types, statuses and actions depend on your Zendesk permissions and your Lovely Views configuration.

Ticket sidebar apps

The Lovely Views side viewer does not load ticket sidebar apps. If you need Sticky Notes, Tickler or another Zendesk ticket sidebar app, open the ticket in a standard ticket tab.

Agent collision indicators

If agent collision indicators are enabled, a full-opacity avatar means another agent is actively viewing the ticket. A lower-opacity avatar means the ticket is open for that agent but is not their active tab. Check these indicators before replying or updating the ticket.

Bulk edit

Bulk edit lets you apply the same action to multiple tickets at once. 

The exact set of actions you see depends on what your admin has enabled, plus your Zendesk role and permissions. On Lovely Views, check Admin > Selected tickets:

Before you run a bulk action:

• Double-check your selection (it’s easy to grab one extra ticket without noticing).

• If you’re mid-investigation, consider bookmarking first so you can come back to the same set later.

Clear

Use Clear to quickly deselect any currently selected tickets.

This is handy when:

• you selected the wrong tickets and want to start over

• you used Select all pages and want to back out safely

• you’re about to run a different bulk action and want to avoid acting on the previous selection by accident

Good to know:

• Clear only resets your selection. It doesn’t undo any bulk action you’ve already run.

• If your bulk edit bar/menu is showing options you don’t want to accidentally click, Clear is the fastest way to “reset the state.”

Edit

Use Edit to update multiple tickets in one go.

Typical bulk edits include things like:

• status changes

• assignee/group updates

• tags

• fields your admin has made available

Merge

Use Merge to combine multiple tickets into one, so you can handle duplicates as a single request and keep the work in one place.

Good for:

• duplicate requests from the same customer
• repeat submissions for the same issue
• multiple tickets that should share one outcome and one reply

Before you merge

• Double-check your selection. If you picked the wrong tickets, use Clear before continuing.
• Know what you want the final ticket to be. Depending on the merge method, you’ll either merge into an existing ticket or create a new merged ticket.

If you click Merge, you will be presented with two options:

Standard merge

Standard merge works like Zendesk’s usual merge flow.

What happens:

• You pick a target ticket.
• The other selected tickets become source tickets and are closed/merged into the target.

Steps:

1. Select ticket/tickets.
2. Click Merge.
3. Choose Standard merge
4. Pick a target ticket:

   • choose one of the tickets you selected

     

   • or use Search for a ticket and search by ticket ID, keyword, or phrase
     (results only show valid, not-closed tickets).

     

5. Clicking a ticket will designate it as the target ticket that the other tickets will be merged into. Clicking the ticket a second time will de-select it as the target. Once a target is selected, the comment boxes will be shown.
    
6. Review the comments:
   • one comment can be added to the source tickets
   • one comment can be added to the target ticket
   • comments are auto-generated, but you can edit them
   • if you change the target ticket, the comments regenerate and any edits are lost
   • you can also choose not to add a comment to either side (if your dialog includes those checkboxes)
7. Click Confirm and merge.
8. Lovely Views shows a loading state, then closes the dialog and refreshes the view/search results.

Custom merge

Custom merge lets you merge the tickets into a new, unified ticket, with control over what data is used as the “base” and whether comments from the selected tickets are copied over.

Steps:

1. Select ticket/tickets.
2. Click Merge.

3. Choose Custom merge

   

4. Choose how the merged ticket should be built (your account may show some or all of these):
   • None: create a new merged ticket without copying ticket data
   • Latestt: use the newest ticket as the base
   • Rolling: start with the least recently updated ticket, then apply updates from newer tickets in order

   • Specify by ticket ID: pick the exact ticket to use as the base

     

5. Follow the prompts to confirm what will be included, then run the merge.

If you don’t see Standard merge or Custom merge

Merge options and availability vary by account.

If Merge is missing entirely, or you only see one merge method, it’s usually because of:

• Zendesk role permissions
• group/role access rules
• an admin setting (for example, forcing a merge method)

Merge-related admin settings 

Lovely Views include admin controls for merging, such as:

• Requester must be the same when merging tickets
• Custom merge method
• Force custom merge method onto agent
• Add temporary tag while merging

Mark as spam

Use Mark as spam to flag obvious spam tickets in bulk.

Good to know:

• Spam behavior follows Zendesk rules. If you’re unsure, test on a single ticket first.

Open

Use Open to quickly open selected tickets.

This is handy when you’ve filtered down to a short list and want to work through them one by one without going back and forth.

Mark as read/unread

Use this to manage what you consider “needs attention”.

• Mark as unread is useful when you want a ticket to stay visible in your “unread” flow.

• Mark as read is useful once you’ve checked it and don’t want it flagged anymore.

Admins have control on how this feature works, including highlighting unread tickets and unread mode settings.

Bookmark

Bookmarks are personal, so bulk bookmarking is a great way to build a “come back to this” list fast.

Use this when:

• you’re triaging and want to follow up later

• you’re waiting on replies and want a quick place to check progress

Hover over the left side of a ticket list to reveal and click the Bookmark icon:

Clicking the Bookmark icon turns it purple, indicating the ticket is now in your Bookmarks view:

You can also use the bulk action option for bookmarking:

Add bookmarks - This will add a bookmark icon next to the ticket for you, and the ticket will also be added to your personal Bookmarks view for easy access.

Remove bookmarks - This will remove the bookmark icon next to the ticket, and the ticket will also be removed from your personal Bookmarks view.

Delete

Use Delete carefully. If it’s available in your account, it will follow Zendesk’s permissions and rules.

If you don’t see Delete, that’s normal in many setups, as this option is only available if your role allows for ticket deletion.

Select all pages

Select all pages lets you apply a bulk action to the entire result set, not just the current page.

This is powerful and also where people get burned, so it’s worth slowing down:

• confirm the view/search is truly narrowed down to what you mean

• sanity-check the count before applying an action

Once the Select all pages button is clicked, it will show the total number of tickets selected (for example, 366 tickets selected - ALL TICKETS on all pages). You can then click any of the bulk action buttons to apply: Clear, Edit, Merge, Mark as spam, Open, Mark as read/unread, Bookmark, or Delete (if your role allows for it).

Warning: When using the Select all pages feature, be mindful of the bulk actions you apply. Since this feature affects all tickets within the current view, any changes will be applied to a large number of tickets. Ensure that the action you intend to perform is appropriate for all selected tickets to avoid unintended consequences.

When tickets change outside Lovely Views

Tickets can change while you’re working, either because another agent updated them, an automation ran, or the ticket moved in or out of a view. Lovely Views can show those changes, but it helps to understand the difference between counts and what you’re actually seeing in a results list.

Counts vs content refresh

Counts are the numbers you see next to sections, folders, and views in the List. They’re a quick snapshot.

Content is the actual ticket list you’re looking at inside a view (or a saved search opened as a view).

Because those are two different things, you can get situations like:

• a view count changes, but the ticket list you’re currently looking at doesn’t update yet

• the ticket list updates after a refresh, but the folder or section count still looks stale until you refresh counts

• you open a view from the List, and it’s showing the last loaded results until you refresh the view

What to do

• If the number looks wrong, use Refresh counts in the List.

  

• If the tickets shown look wrong, use Refresh this view in the view header.

  

• If you’re unsure which one you need, refresh the view first. It’s the quickest way to confirm what’s actually in the queue right now.

Optional: auto-refresh (admins)

If your team wants Lovely Views to stay fresher without constant manual refresh, an admin can enable auto-refresh for the current view and/or auto-refresh for view counts (with a configurable interval). See Admin > View.

Ticket no longer available messaging

Sometimes a ticket you can see in Lovely Views can’t be opened or loaded anymore. When that happens, you’ll see messaging like “Ticket no longer available”.

This usually happens when:

• The ticket was deleted in Zendesk.

• The ticket was merged into another ticket (the original may no longer exist on its own).

• Your access changed (role, group, brand, or view permissions), so the ticket is no longer available to you.

• The ticket moved out of the current view/search, and you’re looking at an older list that hasn’t refreshed yet.

What to do

1. Refresh this view to reload the latest results.

2. If you were trying to return to the ticket from Bookmarks or Activity, refresh that tab too.

3. If it keeps happening across multiple tickets, it’s usually permission-related. Ask your admin to confirm your role/group/brand access. 

Back to contents

HOME AND AGENT HOME

Home is your personal default starting point in Lovely Views. Agent Home is a built-in area under Extra that brings together Your work, Updates and ticket folders. You can use Agent Home as your Home, but they are not the same thing.

Set a Home view/search

You can set Home from something you already use, including:

• a standard view

• a saved search (behaves like a view when opened)

• Agent Home

Common places you’ll see Set as Home:

• From the List: open the item’s kebab menu (more actions), then choose Set as Home view

  

• From the main workspace: open the view options, then choose Set as Home view

  

• From a saved search results screen: open the options, then choose Set as Home view

  

What the Home button does (and where it opens)

Home takes you back to your chosen “default” work queue. Where it opens depends on where you click Home.

In the main workspace

Home is a tab.

• Clicking Home opens your Home item in the main workspace.

• This is true whether Home is set to:

  • a regular view, or

    

  • a saved search (that opens as a results list)

    

In the topbar panel

Home can appear in two different ways depending on what your Home item is.

If Home is set to a saved search

• Home appears as a tab in the panel.

• Clicking it opens the Home saved search in the panel (so you can work it without switching to the main workspace).

If Home is set to a regular view

• Home appears as a button in the panel (not a tab).

• Clicking it opens the Home view in the main workspace, with the Home tab active.

Home behavior across tabs

If you’re in List, Bookmarks, Activity, or Seek, clicking Home brings you back to your Home view.

If you’re already in your Home view, clicking Home simply keeps you there (it’s a “return to base” button, not a refresh button).

If you need to update the ticket results you’re looking at, use Refresh this view inside the view.

Home interaction with other features

Home plays nicely with the rest of the navigation, but a few things are worth knowing:

Home vs Favorites

• Something can be both Home and a Favorite.

  

• Setting one does not automatically set the other.

  

Home and folders

• Your Home item can live anywhere in the List (folders, Personal, etc.). Home will still point to it.

  

Home and saved searches

• If your Home item is a saved search, it opens like a view with a ticket results list.

• You can jump back to it the same way you would a view, using Home.

  

Use Agent Home

Open Extra > Agent home from the List. Agent Home provides a personal overview of work relevant to you and includes:

• Your work: ticket counts grouped into folders.
• Updates: tickets backed by your recent activity.
• Folders: expandable groups with their own ticket results.

Use the folder pagination and tickets-per-page controls when there are more items than fit on one page. A + after a folder count means the count is inferred and there may be additional tickets.

Agent Home supports table and Card view and the same global side viewer used in Views, Seek, Bookmarks and Activity.

Related: Change the ticket display mode, Use the side viewer, and Agent Home as the default Home.

Agent Home as the default Home

You can set Agent Home as your Home from its options menu. If you have not selected another Home view or saved search, Agent Home Tickets is used as the default Home item.

Back to contents

VIEWS

The Views tab is where you actually work your queue. It shows the ticket results for a Zendesk view (and it can also show a saved Seek search when you open one from the List).

Open a view

You can open a view in a few places:

• From the List: click a view name (or a folder, then a view).

  

• From Favorites: click the favorite item.

  

• From Personal: click your personal view.

  

• From Seek (saved searches as views): click a saved search, and it opens in Views as a results list.

  

When a saved Seek search opens in Views, it behaves like a view (ticket results list), but you can still edit it like you would in Seek.

Click a ticket to open it in the Side Viewer or a standard ticket tab, depending on your personal setting. Hold Shift while clicking to use the other opening method. See Open a ticket.

View header tools

At the top of the Views tab, you’ll see tools that control what you’re looking at and how it’s displayed. Most teams use these constantly.

View mode

Open the View mode menu to switch between Table and Card view. In Card view, choose how many detail rows are shown and expand or collapse individual cards. Thread pills give you a quick view of conversation activity.

The same menu also contains related display controls, including text expansion and summary row visibility. Your display choice is remembered.

Side viewer

Use View Options to show or hide the ticket preview popup and side viewer. The viewer stays beside the results while you move between tickets and can remain open when you switch views. See Use the side viewer.

Filters

Filters let you narrow down what you’re seeing inside the current view results.

A few practical notes:

• Filters affect what you see right now, not the underlying Zendesk view rules.

• Clearing filters returns you to the full results for that view.

• If the view updates (refresh/auto-refresh), your filters typically stay applied so you don’t lose your place.

Refresh this view

Refresh this view reloads the ticket results for the view you’re currently looking at.

Use it when:

• You know something changed (status, assignment, new ticket added to the view) and you want the latest list.

• A ticket disappears or changes position and you want to confirm the current state.

This is different from Refresh counts in the List, which updates the numbers next to views and folders. Counts and view content don’t always update at the same time.

Refresh view automatically

If auto-refresh is available for your account, it keeps the view results updating while you work.

Good to know:

• Auto-refresh is meant to keep the list current, not to interrupt what you’re doing.

• If you’re mid-action (selecting tickets, reviewing a preview, typing), it’s still worth doing a manual Refresh this view after you finish, if you need to confirm the latest state.

(Admins can configure whether the auto-refresh control appears.)

Wrap text in table

Wrap text controls how long fields display in the ticket list.

• On: you’ll see more of long subjects or fields, but rows get taller.

• Off: the list stays compact, but long text truncates.

Use whatever makes scanning easier for your team.

Unread tickets only

Unread is a focus tool to help you spot what needs attention.

• Turn it on when you want the view to show only tickets that have unread updates for you.

• Turn it off to go back to the full list.

Unread behavior depends on how your account is set up and how unread is tracked, so if something feels off, check the unread settings section later in the guide.

In Card view, unread tickets have a highlighted background. Lovely Views also shows current custom status labels consistently. The archive icon is reserved for tickets whose native Zendesk status is Closed.

Manage views

Most view management actions live in the view header (Options / kebab menu) and others in the right-click / context menu on a view in the List. What you see can vary a bit depending on your role and what your admin allows.

Favorite

Favoriting keeps a view within easy reach.

• Add a favorite to make it appear in Favorites in the List.

  

  

• Remove it any time. This won’t change the underlying Zendesk view, it only changes your shortcuts.

  

Tip: Favoriting is best for a small set of daily views so Favorites stays quick to scan.

Set as Home view

Sets the view as your Home view.

• Once set, clicking Home takes you straight back to that view.

  

• If your Home view is also a favorite, it can show in both places. That’s normal.

  

Export as CSV

Exports the tickets currently shown in the view to a CSV.

Good to know:

• What gets exported depends on how exports work in your build (for example, visible columns vs a default set).

• Filters you’ve applied may affect what’s exported.

Extra view settings

Extra view settings are per-view controls for how the ticket list is displayed and sorted. They’re useful when one view needs a different layout than your global defaults.

What you can set here:

Tickets per page
Set how many tickets to show per page for this specific view (5–200). If you leave it blank, Lovely Views uses your global default.

Group by
Group the ticket list by a field (for example, Submitter). You can also choose Ascending or Descending.

Order by (sorting)
Choose the main sort order for the view, plus up to two extra sort levels (Order by (2) and Order by (3)). Each sort level can be set to Ascending or Descending.

Rename

Renames the view label you see in Lovely Views. Rename is useful for cleaning up naming conventions or making views easier to scan.

If you’re renaming to standardize team naming:

• Start with the “what” (for example: New tickets, Waiting on customer, Urgent follow-ups).

• Avoid overly long labels. If it wraps or truncates, it’s doing too much.

Move to

Moves the view into a different folder (or subfolder).

• Use this when you’re reorganizing your Views section so the list stays usable.

• If you can’t move a view, it’s usually a permissions limitation.

Edit

Opens the view’s configuration so you can adjust what it contains.

A couple notes:

• Editing a shared view affects the view definition on Zendesk, so it is an admin-level action.

• If you’re editing a saved Seek search that’s opened as a view, this takes you into the Seek-style editor for that saved search.

Clone

Creates a copy of the view so you can make a variation without starting from scratch.

Use it when:

• you want “the same view, but with one extra condition”

• you’re making a personal version of a shared view (if your workflow supports that)

Delete

Deletes the view.

• This is a destructive action. If you don’t see Delete, that’s usually intentional (for example, agents not having the Delete option for shared views).

• If you delete something by mistake, you may need an admin to restore it (if restoration is possible in your Zendesk setup).

Show standard view

Shows the original Zendesk view in the standard Zendesk interface.

Use it when:

• you want to compare behavior

• you’re troubleshooting something that might be Zendesk-side

• you need to double-check a view rule or permission in the default UI

This doesn’t change anything, it’s just a quick way to jump to the Zendesk version of the same view.

Back to contents

FOLDERS

Folders are how you keep the Views section readable once your team has more than a handful of views. Think of them like a simple filing system: a few clear buckets, with subfolders only where it actually helps.

Expand and collapse folders

Folders can be expanded to show what’s inside, or collapsed to reduce clutter.

• Expand a folder to see its subfolders and views.

  

• Collapse it to shorten the list and focus on what you need right now.

  

• If you’re searching in the List, Lovely Views may auto-expand folders to show matching results.

  

• You can expand all folders within a section to see their contents at a glance. This is useful if you have multiple nested views and want to access them quickly without clicking each folder individually.

  

• You can also collapse all folders within a section. This closes all expanded folders keeping your list compact and organized. This helps reduce clutter when working with a large number of views.

• 

Create and manage folders

Use folders to group views by how your team actually works, not by every tiny category.

Common folder approaches that stay usable:

• by team (Support, Billing, Escalations)

• by workflow stage (New, Waiting, Follow-ups)

• by priority (Urgent, Today, This week)

Tip: If people don’t agree where a view belongs, that’s often a sign the folder structure is too detailed.

Move views into folders

When you move a view, you’re just changing where it sits in your folder structure.

• Use Move to from the view menu.

• Pick an existing folder, or create a new folder when it genuinely adds clarity.

• If a view “disappears,” it’s usually been moved into a collapsed folder (search the List to find it fast).

Merge folders

Merging is useful when you end up with two folders that are basically the same thing.

• Choose the folder you want to keep.

• Merge the other folder into it.

• Subfolders and views should end up under the surviving folder.

Best practice: Merge early. A tidy structure beats “we’ll clean it up later.”

Rename folders

Renaming is the quickest win for readability.

For folders:

• Keep names short and scannable.

• Use the same style across folders (for example, all nouns or all verb phrases).

Folder best practices

A folder structure that stays useful usually follows these rules:

• Keep it shallow: 1–2 levels deep is plenty. Subfolders are fine, but don’t build a maze.

• Aim for “scan speed”: If you can’t find your view in 2–3 seconds, simplify.

• Limit “misc”: If a folder becomes a dumping ground, split it or rename it into a real category.

• Agree on ownership: If your team has lots of view editors, decide who’s responsible for keeping folders tidy.

• Use Favorites for exceptions: If a view is important but doesn’t fit neatly anywhere, favorite it instead of forcing the folder structure.

If your team’s view list has grown messy over time, start by merging duplicate folders and renaming the top-level folders. You’ll feel the improvement immediately, even before you touch any individual views.

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BOOKMARKS

A private “save for later” list, so you can keep triage moving without losing track of tickets.

Where to find Bookmarks

You can open Bookmarks in a few places, depending on where you’re working:

• Main workspace (opened from Zendesk’s left sidebar icon): click the Bookmarks tab in the tabs row.

  

• Topbar panel (opened from Zendesk’s topbar icon): click the Bookmarks tab/icon in the panel.

  

• From the List: open Extra, then select Bookmarks.

  

What Bookmarks shows

Bookmarks is your personal follow-up list.

It shows tickets you’ve bookmarked so you can quickly jump back to them later, without needing to remember ticket IDs or keep tabs open.

A few important notes:

• Bookmarks are private. Other agents won’t see what you’ve bookmarked.

• Bookmarking doesn’t change the ticket. It won’t add tags, update fields, or notify anyone.

• Bookmarks can disappear if the ticket changes in Zendesk, like if it’s merged, deleted, or you no longer have access.

Card view and side viewer

Bookmarks supports both Table and Card view. Use the View mode menu to change the layout and card detail level. Click a ticket to inspect it in the shared side viewer without leaving Bookmarks.

Preview, comments, replies, attachments, status changes, comment filters, notes, pins, and side conversations work here in the same way as they do in Views, subject to your permissions and settings.

Ways to bookmark

You can bookmark a ticket from a few places, depending on what you’re doing at the time.

Topbar Bookmark button

Use this when you’re already looking at a ticket (or you’ve selected one) and want the fastest “save for later” option. Admins may disable this feature.

Tip: If you bookmark something by accident, hit the same button again to remove it.

Sidebar Bookmark button

If your build shows Lovely Views actions in the Zendesk sidebars, you may also see a Bookmark option there, usually when you’re viewing a ticket.

This is handy when you’re working from the standard Zendesk ticket view and want to bookmark without switching tabs.

View Bookmark button

When you’re scanning tickets in a view results list, you can bookmark straight from the ticket row (where the bookmark control is shown).

This is ideal when you’re triaging and want to flag a few tickets to come back to later, without opening each one.

Preview Bookmark button

When you’re using ticket preview, you can bookmark from the preview actions (where those controls are shown).

This is ideal when you want a bit more context than the row shows, but you still don’t want to fully open the ticket.

Bulk bookmarking

If bulk edit has been enabled by your admin, you can bookmark multiple tickets at once.

Typical flow:

1. Select multiple tickets in a view (checkboxes).

2. Choose Bookmark from the bulk actions.

3. Those tickets show up in Bookmarks.

Remove bookmarks

You can remove a bookmark the same way you added it:

• Click the Bookmark control again (topbar, sidebar, row icon, or preview action).

  

• If you bookmarked in bulk, you can also bulk remove bookmarks from the bulk edit menu.

  

Search and sort in Bookmarks

Bookmarks includes tools to help you find what you need quickly, especially when your list grows.

Common things you can do here:

• Search within Bookmarks to filter down the list (for example by subject or ID).

  

• Expand or collapse ticket records (via topbar).

Refresh behavior in Bookmarks

Bookmarks usually updates as you bookmark or remove bookmarks, but there are times you may need to refresh the list, like:

• you bookmarked tickets in another tab and don’t see them yet

• tickets were merged or deleted in Zendesk and the list needs to catch up

• you changed accounts, permissions, or session state and the list looks stale

Use the reload/refresh control in Bookmarks to fetch the latest state.

Show button in the top bar panel

If your team wants agents to bookmark the currently viewed ticket from the top bar panel header, enable:

Admin > Bookmarks > Bookmark button in topbar

This shows a bookmark button in the topbar header, so agents can view and change the bookmark status of the currently viewed ticket.

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ACTIVITY

Activity is your “recently opened” area in Lovely Views. Use it when you need to jump back to tickets you were just working on, without hunting through views or keeping extra tabs open.

What Activity shows

Activity helps you keep track of what you’ve been working on recently.

It shows tickets you’ve opened and viewed so you can jump back quickly when you’re bouncing between issues, waiting on replies, or checking multiple tickets for the same customer.

A few things to know:

• Activity is personal to you. It reflects your own recent ticket activity.

• It’s meant to be a “recently used” list, not a shared queue like a view.

• If a ticket is merged, deleted, or you lose access to it, it may disappear from Activity or show as unavailable.

Card view and side viewer

Activity supports both Table and Card view. Click a ticket to open it in the shared side viewer, where you can read and filter comments or update the ticket without leaving Activity.

Search and sort in Activity

Activity includes quick tools to help you find something you just had open.

Common things you can do here:

• Search within Activity to narrow the list (for example by subject or ticket ID).

  

• Group tickets ("ticket tabs" or currently open tickets vs "previously viewed tickets").

  

• Expand or collapse ticket records so you can scan more items at once, or open them up for more detail.

  

   

Enable or disable Activity

Activity can be turned on or off in Admin > Activity.

Turn this on to show the Activity tab and start tracking tickets you currently have open and previously viewed, or off to remove the tab.

Non-admin agents can see the Activity tab when Activity views are enabled for them. They do not need to have activity tickets already loaded for the tab to appear.

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SEEK

Need to find something fast, or build a search you’ll reuse? That’s what Seek is for. Seek is Lovely Views’ advanced search tool. Use it when a standard view isn’t flexible enough.

Seek lets you build searches using combinations of things like:

• ticket fields (including custom fields)

• tags

• requester, organization, assignee

• groups, brands, forms

• status, type, priority

• dates and “updated/created” style filters

• keywords (subject and conversation text)

You can use Seek for one-off digging, or build searches you’ll want to reuse.

Open Seek

You can start Seek in a few places:

• New search (topbar button): starts a fresh search.

  

• Seek tab: opens Seek in its dedicated workspace.

  

• Seek section in the List: this is where you’ll see:

  • the default template

  • any saved templates

  • any temporary search tabs you’ve opened (these can disappear after a reload)

When you run a search, you’ll see results right away and can keep working without leaving Lovely Views.

Switch between Seek tabs

Use the Seek tab bar to move between result types, such as Tickets and Articles, without leaving the current search. On a narrow panel, the tabs move into a dropdown so every tab remains accessible.

Work with Seek results

Seek results support Table and Card view and the global side viewer. Use the View mode menu to choose the layout and card detail level. When the panel is narrow, page numbers move into a pagination dropdown.

When the side viewer opens on a tight screen, Lovely Views may hide condition and column pills or collapse the List panel to make room. Hover over the narrow List strip to expand it again.

Related: Table and Card view, side viewer, and narrow-screen layout changes.

Expand and collapse column sections

In the Edit columns and All columns drawers, expand or collapse individual field sections. Use Expand all or Collapse all when you need to scan a large set of fields.

Templates and My Templates

In the List, the Seek section separates Templates and My Templates. Templates contains templates an administrator has shared with other Lovely Views users. My Templates contains your personal templates, including your default template. Each folder can be expanded or collapsed independently.

Extra Lovely Views conditions can also appear in an All types search. Lovely Views keeps them out of API requests where they are not supported.

Shared searches and templates

Lovely Views administrators can share saved searches and search templates with other Lovely Views users.

• A shared saved search gives users a reusable results list that works like a view. It opens as a ticket results list and can be used as a repeatable team queue.
• A shared template gives users a consistent starting point for building a search. Users can start from the template and adjust the conditions for the work they need to find.

Personal saved searches and templates remain available only to the person who created them. Shared templates appear under Templates, while personal templates appear under My Templates.

Sharing and managing shared items is available to administrators. See the Seek user guide for the steps to create, share, update, or stop sharing a saved search or template.

Seek setup and usage

Use the Seek user guide for information on:

• building searches from scratch

• templates (create, save, edit, manage)

• choosing conditions and field behavior

• saving searches for reuse

• sharing and managing saved searches and templates (administrators)

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ADMIN

Admin is where you control how Lovely Views looks and behaves for you, and (if you’re an admin) what’s available to your team. It's also your central hub for app information, announcements, and updates.

About/News is the default page that first appears, and you can select and open up the other pages via the menu on the left.

There are two main sections:

• Personal preferences (admin and agent): your own setup (things like color scheme and how Lovely Views behaves).

  

• Admin settings (admin only): team-wide controls (visibility, guardrails, and what actions are available).

  

About/News

This area is for quick product info, including:

• what version you’re running

  

• Lovestock & Leaf resources (support, docs, and related resources)

  

• Zendesk links

  

• the latest Lovestock & Leaf updates, with the most recent news showing at the top

  

• Lovely Views articles and announcements

• Lovely Views release notes 

• any known Lovestock & Leaf issues or incidents and their causes, along with status updates and date and time of fix

  

New settings

This is the “recently added” area. If you’ve just updated Lovely Views and something feels different, check here first.

It’s also a good place to confirm what’s new in your build before changing other settings.

Settings are listed by date and Admin Settings area. Click a setting name to go directly to it. A NEW label identifies a newly added feature, while an UPDATE label identifies an enhancement to an existing feature.

Back to contents

PERSONAL PREFERENCES

These settings affect your Lovely Views experience only. They’re typically tied to the browser/device you’re using, so you may notice differences between (for example) Chrome vs Safari, or laptop vs another machine.

Common things you’ll control here:

• Lovely Views appearance and color scheme
• where tickets open
• what ticket previews display
• Side viewer behavior
• Dock appearance
• Return to Lovely Views behavior

Appearance

Use Appearance to control how Lovely Views looks for you.

These settings are personal and apply only to:

• your user account

• the browser + device you’re currently using

If you use Lovely Views in another browser or on another device, you’ll need to set your Display preferences there too.

Apply appearance settings to

Choose whether you want one display setup everywhere, or different setups in different parts of Lovely Views.

• All locations: One set of display settings applies across Lovely Views.

• Individual locations: You can control the look and feel separately for the topbar and the navbar.

If you select Individual locations, you’ll see separate settings for the topbar and navbar.

Topbar appearance

Controls whether the topbar follows Zendesk’s theme or uses a forced mode.

• Match Zendesk Support: Topbar follows Zendesk (light/dark).

• Light mode: Forces the topbar into light mode.

• Dark mode: Forces the topbar into dark mode.

Topbar dark mode theme

Controls which dark theme style the topbar uses when topbar appearance is set to Dark mode (or when you’re matching Zendesk and Zendesk is in dark mode).

• Darker dark: Highest contrast, darkest background

• Standard dark: Default

• Lighter dark: Softer dark background

Topbar light mode theme

Controls which light theme the topbar uses when topbar appearance is set to Light mode, or when Match Zendesk Support is selected and Zendesk is using light mode.

• Light: Uses the standard light color scheme

• Mr Blue Sky: Uses the sky-themed light blue color scheme.

Navbar appearance

Same idea as topbar appearance, but for the navbar.

• Match Zendesk Support: Navbar follows Zendesk (light/dark).

• Light mode: Forces the navbar into light mode.

• Dark mode: Forces the navbar into dark mode.

Navbar dark mode theme

Same idea as topbar dark mode theme, but for the navbar.

• Darker dark: Highest contrast, darkest background

• Standard dark: Default

• Lighter dark: Softer dark background

Navbar light mode theme

Controls which light theme the navbar uses when navbar appearance is set to Light mode, or when Match Zendesk Support is selected and Zendesk is using light mode.

• Light: Uses the standard light color scheme

• Mr Blue Sky: Uses the sky-themed light color scheme

   

  Tip: If you want Lovely Views to automatically follow your Zendesk theme, set Display to Match Zendesk Support, then choose your preferred Dark mode theme for when Zendesk is in dark mode.

Behavior

Behavior settings control small “how it behaves” details while you work in Zendesk.

Preview ticket popup (Side viewer closed)

Choose what appears in the ticket preview popup when the Side viewer is closed.

Options:

• Full ticket: Shows the full ticket preview, including the available ticket details and comment thread.
• Comment thread only: Shows only the ticket’s comment thread.

Until you change this preference, it follows the default selected under Admin settings > View.

Preview ticket popup (Side viewer open)

Choose what appears in the ticket preview popup when the Side viewer is already open.

Options:

• Full ticket: Shows the full ticket preview, including the available ticket details and comment thread.
• Comment thread only: Shows only the ticket’s comment thread.
• No preview: Does not open a ticket preview popup while the Side viewer is open.

Until you change this preference, it follows the default selected under Admin settings > View.

Open ticket in

Choose where a ticket opens when you click it in a view.

Options:

• Side viewer (split-view): Opens the ticket beside the ticket list, allowing you to view and work with it without leaving the list.
• Ticket tab: Opens the ticket in a full Zendesk ticket tab. Use this option when you regularly need the complete ticket interface or ticket sidebar apps.

Tip: Hold down Shift while clicking a ticket to use the opposite behavior for that click. For example, if Side viewer (split-view) is selected, Shift-clicking opens the ticket in a ticket tab.

Until you change this personal preference, it follows the default selected under Admin settings > View.

Fixed ticket viewer header

When enabled, the ticket header remains visible while you scroll through a ticket in the Side viewer.

When disabled, the header scrolls away with the rest of the ticket, providing more space for the comment thread.

Until you change this personal preference, it follows the default selected under Admin settings > View.

Default: On

Compact Dock

Makes the Dock smaller and positions it in the top-right corner. All Dock buttons and tabs remain available.

Default: Off

Return to Lovely Views

When this is enabled, Lovely Views will try to automatically bring itself back into view when it makes sense, so you don’t have to keep reopening it.

When you might leave this on

• You work out of Lovely Views most of the day and want it to stay “present” as you move around Zendesk.

• You prefer less clicking between tickets, views, and the panel.

When you might turn this off

• You prefer to open Lovely Views only when you need it.

• You find it distracting if the app reappears while you’re focused elsewhere in Zendesk.

Tip: If Lovely Views isn’t showing where you expect, double-check this setting first, especially if you recently changed browsers or devices.

Admins can make this setting available/unavailable for agents via Preferences > General.
 

Show app on startup

Show Lovely Views app when Zendesk starts up, so it's the first thing you see.

Controls whether Lovely Views opens automatically when Zendesk starts.

• On: Lovely Views opens automatically when Zendesk starts.
• Off: Lovely Views does not open automatically. You can still open it manually.

This personal setting only appears when an admin selects Allow agents to choose under Admin settings > General > Show app on startup.

The initial value is controlled by the admin’s Auto-open default setting for agents. This preference applies to your current browser and device.

Back to contents

ADMIN SETTINGS

Admin settings control what Lovely Views looks like for your team, what actions are available, and how much flexibility agents have.

If you’re not an admin, you’ll still be able to open Admin, but you’ll only see the sections meant for personal preferences and general info.

General

General settings control the overall Lovely Views setup for this Zendesk instance (things like which version runs, where the app appears, and a few global behaviors). Role and group access is handled in Zendesk Admin Center, not here.

Title

This allows you to customize the name of the Lovely Views app as it appears within your Zendesk environment. This feature is particularly useful for branding purposes.

Latest version

Turn this on to upgrade from Lovely Views 3.x to the latest 4.x version.

You can turn it off to switch back to 3.x if needed. Reload Zendesk after changing this setting for the selected version to take effect.

Default: Off

Good to know: After changing the version, you typically need to hard refresh Zendesk for the change to fully apply.

Show app on startup

Controls whether Lovely Views opens automatically when Zendesk loads.

Options:

• Never: Lovely Views does not open automatically. Agents can still open it manually.
• For all agents: Lovely Views opens automatically for every agent when Zendesk starts.
• Allow agents to choose: Each agent can decide whether Lovely Views opens automatically by using Personal preferences > Behavior > Show app on startup.

Selecting Allow agents to choose displays the additional Auto-open default setting for agents option.

When this is useful:

• Enable auto-open if Lovely Views is your team’s primary workspace.

• Leave it off if agents only use it occasionally or prefer Zendesk’s default views first.

Auto-open default setting for agents

This setting only appears when Allow agents to choose is selected under Show app on startup.

It controls the initial value of each agent’s personal Show app on startup setting.

Options:

• Disabled: The personal setting is off by default.
• Enabled: The personal setting is on by default.

Agents can change the setting for themselves under Personal preferences > Behavior.

Use 12 hour (AM/PM) for times

Switches time formatting between 12-hour (AM/PM) and 24-hour time. This option caters to personal or regional preferences for time format, ensuring that agents can work with the time display that is most intuitive and clear for them. When this setting is activated, all time-related information presented in Lovely Views will adjust to the 12-hour format by default.

Disable keyboard shortcuts

Turns off Lovely Views keyboard shortcuts (if your team is accidentally triggering them, or if they conflict with other tools).

Show day of the week in dates

Adds the weekday to dates (for example, “Mon”, “Tue”) so it’s easier to scan timelines at a glance.

Enable app on user sidebar

Shows Lovely Views in the user sidebar (when viewing a user profile).
Turn this on if your team uses Lovely Views tools while checking user context.

Enable app on organization sidebar

Shows Lovely Views in the organization sidebar (when viewing an org profile).
Turn this on if your workflows involve org-level context and navigation.

Always return to Lovely Views when all ticket tabs are closed

When enabled, closing the last ticket tab brings agents back to Lovely Views automatically (regardless of where that last ticket tab was opened from).
Turn this on if you want Lovely Views to be the “home base” after ticket work.

Return delay

This setting only appears when Always return to Lovely Views when all ticket tabs are closed is enabled.
You can set up a delay for the action, from 0 to 8 seconds.

Return to Lovely Views workaround

A safety switch for Zendesk layouts where “return to Lovely Views” can be unreliable. When enabled, Lovely Views adds a small delay before returning.

Tip: only enable this if agents are actually experiencing the “doesn’t return” issue.

Option to disable “Return to Lovely Views”

Makes “Return to Lovely Views” available as a personal preference for agents (so they can enable or disable it themselves).

• On: agents get their own toggle (in their personal preferences).

• Off: the behavior is controlled only by the admin setting.

Disable “Return to Lovely Views” on Play

This setting only appears when Option to disable “Return to Lovely Views” is enabled.

If an agent clicks Play in Lovely Views, the “Return to Lovely Views” action is automatically disabled.
This helps avoid the app constantly pulling focus back while the agent is intentionally working through tickets using Play.

Allow agents to close tickets

Allows agents to set tickets to Closed from preview and bulk edit (where available). Role/group restrictions can be applied.

Only enable this for roles/groups that should be allowed to close tickets, since Closed status often affects reporting and workflow.

Store app data in Custom Objects

Controls where Lovely Views stores agent app data.

• Off: Data is stored in a Zendesk user field, which is limited to 65K characters.
• On: Data is stored in Zendesk Custom Objects, which support larger amounts of data and are not restricted by the 65K-character limit.

Default: Off

List

List settings control how views, folders, and personal sections are structured and shown inside Lovely Views. These options let admins fine-tune navigation so agents can scan, find, and switch views faster.

Additional view folder separator

Defines the character used to create folder structures from view names.

By default, Lovely Views recognizes :: as a folder separator.
Example:
Support :: Billing :: Open tickets

You can add an additional separator, such as /, if your team prefers a different naming style.

Good to know:

• Both separators will be recognized if an additional one is set.

• This only affects how views are grouped in Lovely Views.

• Standard Zendesk views will still show the full name as text.

'Suspended tickets' view available

Controls who can see the special Suspended tickets view in Lovely Views.

Options:

• To admins and agents that have all tickets access

• To only admins

• To nobody

This does not change Zendesk permissions. It only controls visibility of this view inside Lovely Views.

'Deleted tickets' view available

Controls who can see the special Deleted tickets view in Lovely Views.

Options:

• To admins and agents that have all tickets access

• To only admins

• To nobody

This does not change Zendesk permissions. It only controls visibility of this view inside Lovely Views.

Disable the Misc folder

By default, views that don’t match any folder structure are placed into a Misc folder.

When enabled:

• The Misc folder is removed.

• Ungrouped views appear at the root level instead.

Rename the Misc folder

Allows you to change the name of the Misc folder to better match your team’s terminology.

Example:

• “Other”

• “Unsorted”

• “General”

Only applies if the Misc folder is enabled.

Display the Misc folder / root level views at bottom

Controls where the Misc folder or root-level views appear in the list.

When enabled:

• Misc or root-level views are shown at the bottom of the list.

When disabled:

• They appear in the default position based on sorting.

Folder arrangement

Controls how folders are positioned relative to views inside the same parent folder.

Options:

• Folders mixed in with the views

• Folders all at the top

• Folders all at the bottom

This helps teams that prefer a strict folder-first or view-first layout.

Rename the Personal section

Allows you to rename the Personal section shown in the List.

This section contains personal views, searches, and items created by the agent.

Example alternatives:

• “My work”

• “My views”

• “Personal queue”

Place Personal section below Views

Controls whether the Personal section appears above or below shared Views.

When enabled:

• Personal appears below Views.

When disabled:

• Personal appears above Views.

This is helpful if you want shared team views to take priority.

Disable the My profile folder

The My profile folder contains four built-in profile views:

• Requested

• Assigned

• CC’d

• Followed

When enabled:

• The My profile folder is hidden from the List.

This does not remove the views themselves, only their grouped display.

Rename the My profile folder

Allows you to rename the My profile folder to better match your internal language.

Example:

• “My tickets”

• “My queue”

Only applies if the My profile folder is enabled.

Enable Download view list CSV feature

Controls who can export the visible view list and counts as a CSV file.

Options:

• All admins & agents

• Admin only

• Disabled

This export reflects what the user can currently see in the List.

Enable Show only my views toggle

Adds a Show only my views toggle to the List menu.

This allows agents to quickly hide shared views and focus only on their own.

Important notes:

• Always available for admins.

• For agents, availability can be restricted by role or group.

• The toggle appears in the three-dot menu.

View

View settings control how views behave in Lovely Views, including how many tickets load, whether previews are available, how ticket rows are displayed, auto-refresh behavior, unread highlighting, and a few quality-of-life controls for agents.

Tickets per page

Sets how many tickets show per page in the view ticket list.
Range: 5 to 200
Default: 30
Higher numbers are better for scanning and bulk work, but can feel heavier in very busy views or on slower devices.

Enable tickets per page customization

When enabled, each agent can choose their own “tickets per page” value (instead of everyone using the admin-set value). This is handy if your team has mixed preferences or performance varies across devices.

Open ticket in

Sets the default location in which tickets open when an agent clicks a ticket in a view.

Options:

• Side viewer (split-view): Opens the ticket beside the ticket list, allowing the agent to view and work with it without leaving the list.
• Ticket tab: Opens the ticket in a full Zendesk ticket tab. This is useful when agents need the complete ticket interface or ticket sidebar apps.

Agents can override this default under Personal preferences > Behavior.

Tip: Holding down Shift while clicking a ticket uses the opposite behavior for that click.

Preview ticket popup (Side viewer closed)

Sets the default ticket preview mode for agents when the Side viewer is closed.

Options:

• Full ticket: Shows the full ticket preview, including the available ticket details and comment thread.
• Comment thread only: Shows only the ticket’s comment thread.

Agents can override this default under Personal preferences > Behavior.

Preview ticket popup (Side viewer open)

Sets the default behavior when a ticket preview is requested while the Side viewer is already open.

Options:

• Full ticket: Shows the full ticket preview, including the available ticket details and comment thread.
• Comment thread only: Shows only the ticket’s comment thread.
• No preview: Does not open a ticket preview popup while the Side viewer is open.

Agents can override this default under Personal preferences > Behavior.

Fixed ticket viewer header

When enabled, the ticket header remains visible while agents scroll through a ticket in the side viewer.

When disabled, the header scrolls away with the rest of the ticket, providing more space for the comment thread.

Agents can override this default under Personal preferences > Behavior or from the viewer header menu.

Default: On

Conversation summaries in previews

Shows an AI-generated summary in the ticket preview.

This is best treated as a quick snapshot. Agents should still rely on the actual ticket content for decisions and accuracy, especially in complex tickets.

Default: On

Number of lines to display per ticket row

Controls text wrapping in ticket rows:

• 0 = unlimited lines (wrapping allowed)

• 1 = single line (no wrapping, long lines truncated)

Single line keeps lists dense and scannable. Unlimited lines helps teams who rely on subject text for context.

Show First button

Shows a “First” button in the view controls.

Show Go to Play button

Shows a “Go to Play” button in the view controls.

If your team does not use Play, turning this off reduces clutter.

Enable Guided mode (for appropriate roles)

Designed for restricted workflows (for example, agents whose role is set to Play views only). When enabled, those agents may not be able to see the full list of tickets in the view.

This can be useful for onboarding or tightly controlled workflows, but will confuse teams if enabled unintentionally.

Show user profile pic in views

Shows the user profile picture next to a user’s name where applicable.

Helps quick recognition but slightly increases visual noise.

Disable enhanced sorting (experimental)

When enabled, Lovely Views uses Zendesk’s default sorting method instead of enhanced sorting.

This is a good troubleshooting switch if the ordering in Lovely Views does not match Zendesk for a specific view, or if a complex sort/group setup behaves unexpectedly.

Display description

Controls how view descriptions are displayed (if a description exists).

Options:

• Hide

• Show (shows under the view name)

• Show in tooltip (adds an info icon and shows the description on hover)

“Show in tooltip” is usually the best balance. It keeps the list clean but still gives helpful context when needed.

Auto-refresh rate

How often the current view refreshes.

Options: 1, 2, 3, 4, 5 minutes

Default: 3 minutes

Faster refresh can feel more live, but it can be distracting and create extra load.

Auto-refresh count rate

How often view counts refresh.

Options shown: 1, 3, 5, 10 minutes

Default: 3 minutes

If your team relies on counts for routing work, a shorter interval helps. Otherwise, keeping this moderate avoids unnecessary churn.

Cache time view count

How long view counts are cached.

Options shown: 1, 3, 5, 10 minutes

Default: 5 minutes

Higher cache values reduce load but counts may feel less up-to-date.

Display auto-refresh control

Shows an auto-refresh control next to the view name so agents can toggle auto-refresh.

Useful for teams who sometimes want auto-refresh (triage) and sometimes want it off (focus work).

Highlight unread tickets

Highlights tickets that are unread in the view.

This feature requires a hidden “unread tickets” data field to store unread state per user. 

Unread mode setting

Controls when a ticket becomes “unread”.

Options:

• Any change: ticket becomes unread when any change happens (including non-comment updates)

• Comment only: ticket becomes unread only when a new comment arrives

“Comment only” is usually less noisy. “Any change” is better if your team wants to notice all activity, not just replies.

Notes feature

Allows agents to add notes to individual comments within a ticket.

The notes are stored in a hidden Zendesk ticket field named Lovely Views ticket comment notes data.

This feature requires a hidden textarea ticket field. If the required field has not been installed, use the feature requirements controls displayed below the setting to install it.

Default: Off

Use Zendesk tag sorting method

When grouping or sorting with dropdown fields, use Zendesk’s sorting method for consistent ordering.

This is mainly about matching how Zendesk orders values so lists look familiar.

Default: On

Enable subject link

Makes ticket subjects clickable and supports right-click actions like “Copy link address.”

Turning this off makes subjects plain text, which reduces accidental clicks but also removes quick link sharing.

SLA amber warning threshold (minutes)

Sets how many minutes before an SLA breach the amber SLA badge appears in Lovely Views.

For example, a value of 15 displays the amber badge when a ticket is within 15 minutes of breaching its SLA.

This setting changes when the amber warning appears in Lovely Views. It does not change your Zendesk SLA policies or breach times.

Default: 15 minutes

Selected tickets

These settings control what agents can do after selecting one or more tickets in a view (bulk edit behavior and merge behavior).
 

Disable bulk edit

When enabled, bulk edit won’t be available.

Useful if you want to prevent accidental mass changes.
 

Don’t change group default setting

Sets the default state of the “Don’t change group” option for the Assignee field in bulk edit (Checked/Unchecked).

Set to Checked if you want to reduce accidental routing changes during bulk updates.

Requester must be the same when merging tickets

When enabled, only tickets with the same requester can be merged (default: OFF).

Turn this on if your team has strict requester rules and wants to avoid merging unrelated customers into one thread.

Custom merge method

Controls how ticket data is copied into the new merged ticket:
Latest (default): copies ticket data from the most recently updated ticket
Rolling: copies from the least recently updated ticket, then replaces it as newer updates appear
None: no ticket data is copied to the new ticket

"Latest” is usually the safest default. “None” is useful if you want the merge to be more “neutral” and avoid carrying over fields/tags unintentionally.

Force custom merge method onto agent

When enabled, agents can’t choose their own merge method.

Turn this on if you want consistent merge outcomes across the team.

Add temporary tag while merging

Adds a temporary tag (merge_underway) to the new ticket while the merge is in progress, then removes it when finished. The joined_comments tag is always added immediately.

This is mainly for admins who want to prevent extra trigger notifications during merges (for example, by adding trigger conditions that behave differently when merge_underway is present).

Agent comments are internal by default

When enabled, the bulk edit dialog opens with the comment box set to Internal note. When disabled, default comment visibility follows your Zendesk setting “Agent comments via web are public by default.”

Strongly recommended if your team mostly adds internal notes during bulk updates. It reduces the risk of posting an internal message publicly, but agents should still double-check before submitting.

Enable Select all pages feature

Allows selecting all tickets across pages after selecting tickets. Options: All admins & agents, Admin only, Disabled.

This can enable very large bulk actions. If you enable it, consider restricting it to admins.

Allow to change requesters

Controls who can change requesters (Admins only / All admins & agents / Disabled).

This is a high-impact action. Most teams keep this to Admins only unless there’s a clear business need.

Bookmarks

These settings control small bookmark-related UI options in Lovely Views.

Bookmark button in topbar

Adds a Bookmark button to the topbar header so agents can check and change the bookmark status of the ticket they’re currently viewing.

When you’d use this: Turn it on if your team keeps Lovely Views pinned in the topbar and bookmarks tickets often. Turn it off if you want a cleaner topbar or your team mainly manages bookmarks from the view or via ticket sidebar.

Default: Off

Show 'Bookmarks' tab in topbar

Shows the Bookmarks tab in the topbar so agents can view and manage their bookmarked tickets.

Disable this setting if your team does not use Bookmarks or you want to simplify the topbar.

Default: On

Activity

These settings control what appears in the Activity area and whether agents can see signals like “someone else is viewing this ticket.”

Activity settings control how the Activity tab behaves for agents and what it can display.

Show Activity tab in topbar

Shows the Activity tab in the topbar so agents can see tickets they have open now and recently.

Show agent collision indicators

Shows an eye icon in ticket lists when another agent is viewing the ticket. (Uses the refresh rate below.)

Great for reducing duplicate replies and “two agents working the same ticket” situations.

Agent collision refresh rate

How often collision status is refreshed (minimum: 5 seconds).

Lower values feel more real-time but increase API calls. If agents see Zendesk “Rate limit reached” warnings, increase this value.

Show My ticket tabs view

Adds a view in the Extra section that shows all tickets currently being viewed by the agent.

Show Current ticket activity view

Adds a view in the Extra section that shows user activity on tickets. Admins have access by default unless restrictions are set.

You can restrict this setting by Role(s) and/or Group(s) if you only want certain users to see broader activity.

Ticket sidebar

These settings control whether Lovely Views can be used in Zendesk’s ticket sidebar, and whether agents get ticket navigation buttons there (so they can move through tickets without going back to the list).

Enable app on ticket sidebar

Turns the Lovely Views app on or off in the Zendesk ticket sidebar. If this is off, agents will not be able to use Lovely Views from the ticket sidebar.

Always show ticket nav in ticket sidebar

Shows the ticket navigation controls in the ticket sidebar.

If this is disabled, the navigation controls only appear when the ticket was opened using the First button.
(Ticket nav refers to the <<, <, >, and >> buttons.)

If agents often open tickets from lots of different places (search, links, native views), disabling “Always show ticket nav in ticket sidebar” can reduce confusion, because navigation will only appear when Lovely Views has a clear “view context” (after using First).

Enable First button

Shows the << button in the ticket sidebar. Opens the first ticket in the current view.

Enable Previous button

Shows the < button in the ticket sidebar. Opens the previous ticket in the current view.

Enable Next button

Shows the > button in the ticket sidebar. Opens the next ticket in the current view.

Enable Last button

Shows the >> button in the ticket sidebar. Opens the last ticket in the current view.

Backup & Restore

Use this section to export your Lovely Views configuration as JSON (backup) and re-import it later (restore). This is especially useful before big changes, troubleshooting, or moving configuration between environments.

Backup

Copy all JSON shown in the Backup field and save it somewhere safe (plain text storage). If your configuration is ever lost or corrupted, you can restore it by pasting this JSON into the Restore field.

Restore

Paste a previously saved JSON configuration into the Restore field and click Restore.
Important: Restoring overwrites your current configuration. Always take a fresh backup first so you can roll back if needed.

Only restore JSON you trust. If the JSON is incomplete or from a different setup/version, you may end up with missing or unexpected settings.

Where preferences are stored

Lovely Views saves user preferences so things like Favorites, Home, and other personal settings persist across sessions.

In most accounts, preferences are stored using Zendesk custom objects created by the Lovely Views app.

What to know:

• You may notice a Lovely Views custom object in Zendesk Admin Center > Objects and rules > Custom objects because custom objects are visible in the Zendesk admin UI.

• The app uses custom object records to store user preference data reliably.

• Each custom object record has a size limit, so preference data may be stored in multiple records (“chunks”) behind the scenes.

• Deleting these records can reset user preferences.

If custom objects aren’t available in an account, Lovely Views falls back to storing preferences using the legacy user data storage method.

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EXPORT AND REPORTING

Lovely Views lets you export a simple CSV of your view list. This is mostly useful for housekeeping, audits, and planning changes to your view structure.

Export as CSV

Use this when you want an offline copy of your current view structure, for example:

• documenting your folder and view setup before a cleanup

• reviewing naming consistency across teams

• sharing a snapshot with someone who isn’t in Zendesk

• spotting duplicates or “old” views that should be archived

What happens:

1. Open Download view list CSV from the List menu or a section menu.
2. Choose which sections to include: Personal views, Shared views, and Extra views.
3. Download the CSV file.

The modal preselects sections based on where you opened it. Review the choices before downloading. The export reflects the views and counts Lovely Views can currently see.

Related setting: Enable Download view list CSV feature.

What’s included (and what’s not)

Included:

• your folder structure (folders and subfolders)

• view names

• basic structure/ordering information (enough to understand how the list is organized)

Not included:

• the underlying Zendesk view definitions (conditions, columns, sorting, permissions)

• ticket results from inside a view

• any section you did not select in the export options

• anything tied to live state (like current ticket counts)

If you need the actual view logic (conditions/columns), that’s still managed through Zendesk’s view configuration.

Exporting issues

Nothing downloads

• Try again after a hard refresh of Zendesk.

• Check whether your browser blocked the download (some settings/extensions will do this).

The list looks outdated

• Reload Lovely Views, then export again.

• If you made changes very recently, make sure Lovely Views has picked them up before exporting.

Folders/views seem missing

• Confirm you have access to those views in Zendesk (permissions, roles, groups, brands).

• If the view doesn’t appear in Lovely Views, it won’t appear in the export.

CSV formatting looks messy

• Open the file in Google Sheets or Excel (some preview tools display CSVs oddly).

• If names contain commas, that can make the preview look strange, but Sheets/Excel usually handles it correctly.

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TROUBLESHOOTING

This section covers the most common “wait, why isn’t this doing what I expect?” moments in Lovely Views, plus what to check first.

Quick problem finder

Counts not changing when expected

If the number next to a view or folder doesn’t change right away, it usually means you’re looking at a count snapshot, not live results.

Try this:

• Click Refresh counts on the section, folder, or view you care about.

• If you need the ticket list itself to update (not just the number), open the view and use Refresh this view.

Also worth checking:

• If tickets were merged, deleted, or permissions changed, counts can lag until you refresh.

• Some updates in Zendesk aren’t immediately reflected until a refresh (especially if the ticket changed outside what you’re currently looking at).

Refresh counts vs Refresh this view

These do different jobs:

• Refresh counts updates the numbers you see in the List (folders, sections, views).

• Refresh this view refreshes the ticket results inside the open view.

Common example:

• You see “12” next to a view (count), but the list inside the view still shows the older set of tickets.
  Use Refresh this view.

Missing views or folders after search

If you search in the List and something “disappears,” it’s usually one of these:

• The search is filtering the List and hiding anything that doesn’t match.

• The item is in a collapsed folder you haven’t expanded yet (search will usually auto-expand matches, but not always perfectly if the structure is large).

• You don’t have access to that view in Zendesk (role/group/brand permissions).

Try:

• Clear the search box completely.

• Collapse and re-expand the relevant folder.

• Reload Lovely Views if you suspect the list didn’t sync properly.

Home/Favorites oddities

Things that often surprise people:

• Home is a “default landing spot.” Favorites are a set of shortcuts. They’re related, but not the same thing.

• A view can be both Home and a Favorite. That’s normal.

• If Home “looks wrong,” set it again from the view menu, then reload once to confirm it stuck.

If Home keeps resetting, jump to Preferences not saving below.

Bookmarks not showing expected tickets

If a ticket you bookmarked isn’t showing in Bookmarks:

• The ticket may have been deleted or merged in Zendesk.

• Your access may have changed (permissions/brand/group), so Lovely Views can’t load it anymore.

• Bookmarks are personal, so make sure you’re checking under the same user.

Try:

• Use the Bookmarks search to look it up by ID/keyword.

• Reload Bookmarks (or reload Lovely Views) and check again.

Activity not showing expected tickets

Activity is meant to help you get back to what you were just working on.

If it feels incomplete:

• Activity only shows tickets you’ve recently opened/viewed (it’s not meant to be a full audit log).

• If you’re signed in on multiple devices/browsers, Activity may look different depending on where you were working.

Try:

• Use the Activity search.

• Reload Lovely Views.

Preferences not saving

If your Favorites/Home/settings keep disappearing, it usually means your preferences aren’t being saved successfully.

First, try:

• Hard refresh Zendesk, then set the preference again.

If it still doesn’t stick, the most common causes are:

• A temporary save failure (network or Zendesk side)

• The account is using a storage method that isn’t currently available

Where preferences are stored

Lovely Views saves user preferences in one of two places:

• Custom Objects (preferred): saved in a Lovely Views custom object record (and split into chunks when needed).

• Fallback: if Custom Objects aren’t available, Lovely Views uses the user data field.

Important: deleting Lovely Views Custom Object records can reset user preferences.

A ticket opens in the wrong place

Check Admin > Personal preferences > Behavior > Open ticket in. Choose Side viewer (split-view) or Ticket tab. Hold Shift while clicking a ticket when you only want to use the other method once.

The preview or side viewer shows the wrong amount of content

Open Personal preferences > Behavior and check both preview settings. The available choices are Full ticket, Comment thread only, and, when the Side Viewer is open, No preview. You can also show or hide Preview and side viewer from View Options.

If comment notes, pinned comments, translation, or AI summaries are missing, confirm that the feature is enabled for your account and allowed by your permissions.

A ticket sidebar app is missing in the side viewer

The side viewer does not host Zendesk ticket sidebar apps. To use apps such as Sticky Notes or Tickler, open the ticket in a standard Zendesk ticket tab.

Tabs, pagination, or List controls look different

Lovely Views adapts to the available width. On narrow panels, Seek tabs and page numbers move into dropdowns, condition and column pills may hide, and the List can collapse to a narrow strip. Hover over the strip or use its pin control to expand it.

Reply or status controls are unavailable

Check that the ticket is not closed and that your Zendesk role allows the action. Your account settings may also restrict public replies, internal notes, closing tickets, or submitting a ticket as New. If an attachment does not upload, retry after checking its size and your connection, then open a standard ticket tab if the issue continues.

The Activity tab is missing

Ask an admin to check Admin settings > Activity. The Activity tab must be enabled for your role or group. Once enabled, non-admin agents can see the tab even before Activity has tickets to display.

Common Zendesk limitations

Lovely Views builds on Zendesk rules. It does not override Zendesk behavior such as:

• who can see which views/tickets (roles, groups, brands)

• automations, triggers, SLAs, and view definitions

• what happens when a ticket is deleted or merged

If something is permission-based or automation-based in Zendesk, Lovely Views will follow it.

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FAQs

Quick answers to common questions about how Lovely Views behaves, what to expect, and why something may look different in your setup.

What is the difference between the preview popup and side viewer?

The preview popup is a temporary layer for a quick look. The side viewer is a resizable panel beside the results list that can stay open while you move between tickets or views. Both can show ticket details and comments, but the viewer is designed for longer reading and ticket updates.

Can I switch between Table and Card view?

Yes. Open the View mode menu in Views, Seek, Bookmarks, Activity, or Agent Home. Card view also lets you choose the amount of detail shown and expand or collapse individual cards.

Can I reply from the side viewer

Yes, when your permissions allow it. You can add a public reply or internal note, use rich-text formatting, attach files, and change status. You can also update status without adding a comment.

Can I use ticket sidebar apps in the side viewer?

No. Open the ticket in a standard Zendesk ticket tab to use ticket sidebar apps.

What is the difference between Home and Agent Home?

Home is the item opened by the Home button and can point to a view, saved search, or Agent Home. Agent Home is a workspace under Extra with Your work counts, Updates, folders, and ticket results.

Can I share a saved search or template?

Administrators can share saved searches and templates with other Lovely Views users. Shared saved searches provide reusable team queues, while shared templates provide starting points that users can adapt when building searches. Personal saved searches and templates remain visible only to their creator.

Are bookmarks private?

Yes. Bookmarks are personal to your user. They don’t change the ticket and don’t affect other agents.

Why are some actions missing for me?

Most actions are controlled by:

• your Zendesk permissions (role/group/brand)

• what your admin has enabled for your role/group in Lovely Views settings.

Does Lovely Views change my Zendesk views or permissions?

No. Lovely Views uses your existing Zendesk views and permissions. It changes the workspace experience (navigation, layout, actions), not Zendesk’s underlying rules.

Why does a saved Seek search open like a view?

Because saved Seek searches are meant to behave like repeatable work queues. When you select one from the List, it opens in the Views tab as a ticket results list. You can also edit it like you would in Seek.

Where are my preferences saved?

Lovely Views saves preferences using Custom Objects where available. If Custom Objects aren’t available, it falls back to the user data field.

If preferences aren’t sticking, see Preferences not saving.

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GETTING SUPPORT

If you get stuck, the fastest path is to send us a few key details up front. That way we can reproduce what you’re seeing instead of going back and forth. Reach out to our support team at support@lovestockleaf.com. 

What to include in your support request

• What you were trying to do (1–2 sentences)

• What happened vs what you expected

• Where you were working

  • Navbar (left sidebar) or Topbar (right-side panel)

  • Which tab: List, Views, Seek, Bookmarks, Activity

• Which item it affected

  • View name (and folder path if relevant)

  • Ticket ID(s) if it’s ticket-specific

• Whether it affects one person or multiple people

• Your browser and version

  • Example: Chrome 123, Safari 17, Firefox 122

• Approximate time it happened (and your timezone)

• Any steps you can repeat (even if it’s “happens every 2–3 times”)

Screenshots and recordings

• A screenshot showing the tab + the action you clicked

• A short screen recording if it’s timing-related (refresh, counts, “disappearing” items)

• If it seems like a saving issue, include the moment you set the preference (Home/Favorite/etc.) and what happens after a reload

If it’s urgent

If it’s blocking work (can’t load views, actions not working, data not saving), say that clearly and include:

• how many agents are impacted

• whether it’s total outage or partial

• any workaround you’ve found (even if it’s “reload fixes it for 5 minutes”)

Quick self-check

• Hard reload Zendesk (not just refresh)

• Try a different browser or an incognito/private window

• Confirm whether another agent can reproduce it

• If it’s permission-related, check whether the user’s role/group/brand access changed recently

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