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Lovely Views User Guide

1 Overview

If you have a lot of Zendesk ticket views to manage, or you want to be able to sort by multiple columns from within a view, then you've come to the right place. Lovely Views does this and much more to provide a powerful enhancement to the Zendesk agent views functionality.

The standard views list in Zendesk shows an agent 12 shared views. To access the rest of the views, your agents need to click on "More", which is inefficient and takes them away from the views environment. Lovely Views changes this by listing every single view that is available to your agents. It also allows the views to be categorised into hierarchical folders to make the views more orderly and easy to find. This makes it easy for your agents to quickly access the views they require while always remaining in the views environment.

Lovely Views works with the Zendesk method of adding :: in between each view category when naming them. For example, Agents::Louis Armstrong::All Unsolved Tickets would provide you with the view you see in the screenshot for that particular agent with each level being displayed as a drop down collapsible menu.

We've also added an alternative method for merging tickets that involves inserting all of the comments from the merged tickets in a single new ticket. This way your agents can read all of the comments in a single ticket.

Your agents can also conduct searches within Lovely Views and have the results presented within a view/table for bulk editing which makes the search much more powerful and efficient.

A brief description of the Lovely Views app is available at the following link:

www.lovestockleaf.com/zendesk/zendesk-apps/lovely-views.html

Lovely Views only works in the new Zendesk Agent view, sometimes referred to as "Lotus". If you are still using the classic Zendesk Agent view, then this app will not work.

This guide was written based on version 1.5.35 of Lovely Views.

2 Using the Lovely Views app

The Lovely Views app is found in the navigation bar of Zendesk. It is the bottom icon in the picture below.

When you click on the Lovely Views icon you are taken to the app. The app has two main modes:

  • Search
  • Hierarchical Views

Following the main modes of operation are descriptions of the other features of Lovely Views.

2.1 Search

When you select the "Search" option from the left hand side you are taken to the search screen (shown in the previous screenshot). When you type in search terms and press enter it performs a search.

There is a "Show description" or "Hide description" toggle. By default the ticket description (or first comment) is hidden. When you click on the "Show description" link it shows the ticket description in the list of the results. This is shown in the second screenshot.

The show description view of the search is shown below.

Clicking on the ticket id or ticket subject will take you to the ticket.

2.2 Hierarchical views

The second (and main) mode of operation is the hierarchical views. In the following screenshot the "New tickets in your groups" view has been selected. Lovely views shows you all the views which have been configured that the user has access to. The hierarchy can be as deep as is required, and is controlled by the configuration. Configuring Lovely Views is discussed in a later section.

The views are grouped into hierarchies based on how the views are configured. The configuration of views is discussed in a later section.

2.3 View settings

If you're an admin user, when you click on the name of the view, or the drop-down arrow at the top you are presented with a list of options as shown below.

Non-admin users will only see the 'Show in standard view' option.

When you click on the "Edit View" you are taken to the native Zendesk view editing screen.

When you click on the "Edit Group/Order By you are shown a modal screen where you can change the grouping and ordering of the view.

You can change the grouping to be a ticket field with the same options as a regular view. You can also change the ordering with up to three columns being ordered. The ordering works in succession. It orders by the first option, and when tickets which have the same first option, it then orders by the second option, and if the tickets have the same first two options then it orders by the last option. Standard Zendesk views only allow ordering by one field.

When you click on "Clone view" then you are taken to the standard screen for cloning a view.

When you click on "Show in standard view" it takes you to the same view in the regular Zendesk view.

2.4 Navigating a view

Once you have selected a view it shows you the list of tickets which are in the view. Clicking on any ticket will take you to the ticket.

If you have more tickets that can fit on a page, there are pagination controls at the bottom of the screen, the same as the standard views screen.

The "Play" button works the same way as it does on the standard views screen. If you click on this then it will take you to the first ticket in the view which has not been touched by another agent. It also gives you the option to save and move to the next ticket in your view.

If you are in a ticket, and you got there by clicking on a ticket from Lovely Views, then when you close that ticket you should be returned to the Lovely Views app, rather than the standard views screen.

Refreshing Views

Lovely Views also automatically refreshes when changes to tickets have been made (there is more information about this further below). You can also manually refresh all the views by clicking on the refresh button. If you want to refresh just the view you are looking at you can double click the name of the view.

In the hierarchy of views it shows you a count of the number of tickets which are in each view. This number is to the right of the name of the view.

Ticket Previews

If you hover over a ticket, then a description of the ticket is shown.

Taking Action on Tickets

If you select a ticket, you are presented options at the bottom of the screen.

The "clear selection" button un-ticks the selected tickets. Clicking on the "Edit 1 ticket" button brings up a pop-up screen which allows you to edit information about the ticket without having to go into the ticket.

Bulk Selection & Editing

You can select more than one ticket at once to take bulk actions. You can do that by clicking the checkboxes for all the tickets you'd like to take action on.

To quickly select multiple tickets, you can click on a ticket, hold down the Shift key on your keyboard, then select a second ticket. This will select all tickets between the two.

To check/uncheck all tickets on a page, click the very first checkbox (the checkbox on the same row as the column headings).

As before the "Clear selection" button un-ticks the tickets you had ticked. The "Edit 2 tickets" button allows you to edit multiple tickets with the same values. This is good for changing a status on multiple tickets at the same time.

Joining Tickets

The "Join 2 tickets" button allows you to join two tickets together and create a new ticket. When you click on the button, the following pop-up screen appears.

The above screen is where the agent does not have a choice about the join method. The screenshot below shows the screen where the agent has the choice for the join method. The only difference is that the agent has the choice where the new ticket gets the ticket data copied from.

The different join methods are:

  1. Don't copy anything - Just what it sounds like. No ticket data is copied to new ticket.
  2. Most recently updated ticket - Also what it sounds like. Ticket data from the most recently updated ticket is copied to the new ticket.
  3. Roll up - Ticket data is copied from the least recently updated ticket, then it is replaced with data from more recently updated tickets.
  4. [Ticket ID] - You can choose from the selected tickets which one you'd like to copy data from.

The ticket join screen also allows you to add a comment to both the original tickets, and the new ticket. The default message for the original tickets and the new tickets are shown in the screenshot, but can be changed by typing a new comment. By default the messages are private comments. The agent can make them public by ticking the "Requester can see this comment" checkbox.

2.5 Views automatically refreshing

Lovely Views automatically refreshes the view you are looking at every 6 minutes. This is so you can see the latest changes if a ticket on the current page has been updated by yourself or another agent. 

3 Configuring the Lovely Views app

You can set the configuration options for the app through the application settings. You can access this by clicking on "Admin" (the cog icon).

Next, click on the "Manage" item in the "Apps" section of Zendesk admin.

Once you are in this section you click on the cog icon for the app and click on "Change Settings" to edit the settings.

This will take you to an information page about the app. Click on App Configuration, to see the options.

 

This screen has the following options:

  • Number of tickets per page: This setting allows you to control the number of tickets per page in the views list of tickets. The default is 30.
  • Hide 'Misc' folder: Checking this will hide the "Misc" folder. The Misc folder is the folder where views which are not categorised are placed into.
  • Rename 'Misc' folder: You can call the "Misc" folder anything you like. Enter the name for the folder here.
  • Place 'Misc' folder at the bottom: If you tick this item then the "Misc" folder appears at the bottom of the list of hierarchies. By default the "Misc" folder appears at the top of the list.
  • Hide your 'Personal' folder: Checking this will hide your "Personal" folder. This is the folder where your 'Personal' view appear. If this is hidden, your 'Personal' views will be grouped with other 'Misc' views
  • Rename your 'Personal' folder: You can optionally rename your "Personal" folder anything you like. Enter the name for the folder here.
  • Place 'Personal' folder at the bottom: If you tick this item then your "Personal" folder appears at the bottom of the list of hierarchies. By default your "Personal" folder appears at the top of the list.
  • Ticket join method: This is the method that the joined tickets are combined. The value can be one of "latest", "audit", "rolling", or "none", with the default value of 'latest'.
    • latest: ticket data from the most recently updated ticket is copied to the new ticket.
    • audit: ticket data is merged from all the tickets and copied to the new ticket.
    • rolling: ticket data is copied from the least recently updated ticket, then it is replaced with data from a more recently updated ticket.
    • none: no ticket data is copied to new ticket.
  • Force join method onto user: This setting is used to control the join method for tickets. Some administrators do not want to give the users the choice of how the tickets should be joined. Ticking this option does not give the user the option of the join method, and uses the join method defined in the "Ticket join method" setting. If this is not ticked, then the agent gets to choose the join method (it defaults to the value of the "Ticket join method" setting).

3.1 Configuring views

The configuration of views is the key to how Lovely Views presents the views. Please note that if you change the views or add new views, then you must refresh the Lovely Views app to have it recognise the changes you have made.

You can access this by clicking on "Admin" (the cog icon).

Then click on the "Views" item in the "Manage" section.

Then click on the view you would like to edit. This will take you to the view screen. At the top click on the down arrow and select "Edit".

This will take you to the edit screen where you can change the title of the view.

Views should be named (or renamed) using :: (double colon) as follows for categorising views in a nested structure. The double colon :: is the same delimiter used by Zendesk for the drop-down menus. You can have as many levels of sub-groups as you require. The example below shows 2 levels of categorisation.

    
        <Level 1 category name> :: <Level 2 category name> :: <View title>
    

In a more concrete example this could be the following.

    
        Hardware Support :: Printers :: Open Tickets
    

To achieve the hierarchy for "Group1 / Is solved" you would have the following title.

    
        Group1 :: Is solved
    

To achieve the hierarchy for "Group1 / SubGroup / SubGroup2 / Is new1 and a bit longer for testing" you would have the following title.

    
        Group1::SubGroup::SubGroup2::Is new1 and a bit longer for testing
    

Lovely Views will automatically set the groups and the hierarchies based on the View titles. You do not need to create any intermediate views for each level of the hierarchy.

As a more useful example, an admin would like to organise the following four existing views under two sections:

  • Sally's Open Tickets
  • Peter's Open Tickets
  • Sally's Pending Tickets
  • Peter's Pending Tickets

You could rename them as follows:

  • Open Tickets :: Sally's Tickets
  • Open Tickets :: Peter's Tickets
  • Pending Tickets :: Sally's Tickets
  • Pending Tickets :: Peter's Tickets

This will create Open Tickets and Pending Tickets as top level groupings.

Alternatively the 4 views can also be renamed as follows:

  • Sally's Tickets :: Open Tickets
  • Sally's Tickets :: Pending Tickets
  • Peter's Tickets :: Open Tickets
  • Peter's Tickets :: Pending Tickets

Which will result in Sally's Tickets and Peter's Tickets at the top level.

A view can also be displayed on the same level as a view category. For example:

  • Department :: All departments New tickets
  • Department :: Accounts :: Pending tickets
  • Department :: Accounts :: Open tickets
  • Department :: Infrastructure :: Pending tickets
  • Department :: Infrastructure :: Open tickets

3.1.1 Restricting views to agent groups

Views restricted to a specific agent group on the standard Zendesk view edit page will also only be visible to agents in that group when using Lovely Views.

3.1.2 Personal views

Personal views will appear under a special "Personal" group. If an agent has two personal views named "Open change requests" and "Open support requests", those views will be listed under the "Personal" group, but only the agent will have access to them.

If in the options, you chose to hide the "Personal" folder, personal views will appear under the "Misc" group. 

Alternatively, if you'd like personal views to appear in other groups, you can rename them in the same manner as public views:

  • Open Requests :: My open change requests
  • Open Requests :: My open support requests

4 Frequently Asked Questions

This section contains answers to frequently asked questions about the Zendesk app or solution provided by Lovestock & Leaf. This will be constantly expanded upon as new questions and answers are posed.

4.1 Can you share views with only 1 agent (not yourself)?

Lovely Views uses the same permissions as normal ZD views, so if you want to share a view with only one other agent, you will have to create an agent group for yourself and that agent, add both of your accounts to the group, and then share the view with that group. ZD doesn't currently have a way that you can share a view with a selection of agents.

4.2 Can an admin see the personal views of other agents?

As Lovely Views uses the standard ZD view permissions, an admin cannot see an agent's personal views.

4.3 Do you need to use subfolders for personal views for them to be personal?

Personal views are only visible to the agent that the view belongs to.

4.4 How do I change the order of the views?

To change the order, you need to set the order in regular views. To do this you click on the cog icon (admin), then in "Manage", then click on 'Views" it will take you to the views configuration screen. Down the bottom of the list of active views there is a "Reorder" link. Click on this you will then be able to re-order the views by dragging and dropping them into place.

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