Overview

Quickie, a key feature of the Lovely Views app, brings advanced ticket search, efficient view management, quick bookmarking, and real-time ticket monitoring right into your Zendesk workflow.

You can get Quickie as part of Lovely Views or on its own. It helps you organize views into folders with the Views tab and perform powerful ticket searches with the the Seek tab. These features make finding and managing tickets easier, improving your overall workflow.

Quickie also adds extra convenience with features like the dedicated Bookmarks tab for saving and accessing important tickets. The Activity tab lets you keep track of your active and previously viewed tickets, while the Heart tab provides essential app information, announcements, updates, and configuration options.

With easy-to-use Home, Bookmark and Pin buttons, Quickie makes ticket management a breeze, helping you stay organized and efficient.

Find Quickie

To install a trial of the app, please visit Lovestock & Leaf's Quickie page. Once installed, you can find Quickie in the top toolbar or sidebar in Zendesk.

Quickie in the top toolbar

1. Click the Quickie icon in Zendesk's top toolbar.



2. This will launch the Quickie app.

When Quickie is unpinned in the sidebar

1. Click Apps in Zendesk's right sidebar menu.



2. A new tab will appear showing all available apps. Scroll to find the Quickie app.

When Quickie is pinned in the sidebar

1. Click the Quickie icon in Zendesk's right sidebar menu.



2. A new tab will appear showing the Quickie app.

Note: If you can't find Quickie in the usual sidebar location, it might be positioned differently due to custom layout features. Check with your Zendesk administrator.

Key features

Dedicated tabs

Navigate easily using designated tabs: Views for folder and views management, Seek for advanced search, Bookmarks for privately bookmarking important tickets, Activity for ticket tabs and previously viewed tickets, and Heart for preferences and announcements.

Organized views

Structure your views by organizing them into a folder hierarchy for enhanced management. Combine personal views seamlessly with shared views, providing you with comprehensive access tailored to your needs. You can also tailor your workspace by customizing the placement of personal view folders, whether at the top or bottom of your list.

Advanced ticket search

Discover Seek's search capabilities and ensure instant identification of specific tickets in even the most extensive lists. Use order, conditions, and columns to tailor your search criteria. Manage and customize each criterion for a personalized search experience.

Save and reuse searches

Save your custom search criteria in Seek for quick future access. Retrieve saved searches in Views for consistent ticket management, or click the 'New search' shortcut to access your latest unsaved search.

Fast bookmarking and easy access

Quickly retrieve privately flagged tickets of interest using the personal Bookmarks feature, now with its own dedicated tab. 

Real-time ticket monitoring

Explore real-time insights into ongoing ticket interactions via the Activity tab, which lists ticket tabs and previously viewed tickets. This feature contributes to a more dynamic and organized workflow.

Essential information hub

The Heart tab serves as the go-to spot for vital app information, including announcements, updates, and configuration options. This ensures that users have easy access to essential details to stay informed and up-to-date.

Favorites at your fingertips

Individual agents can select their favorite views, which will then appear in a Favorites folder at the top of the views list. This feature provides agents with quick and easy access to the views they use most frequently, boosting their productivity.

Home view shortcut

Clicking the Home button automatically opens a designated view in Zendesk or a saved search in Seek, giving you instant access to your most important tickets or searches. This feature ensures a smoother workflow by bringing your preferred view or search to the forefront every time you use Quickie.

Quick bookmarking

Simplify your private bookmarking process with a Bookmark button on the left for easy access.

Handy pin feature

Keep Quickie open after clicking on a view or bookmark with the more visible Pin button on the right.

New search button

Quickly start a new search in Seek with a dedicated button, making it easier to refine results and find tickets faster.

Easy keyword search

Use the keyword search feature for swift and efficient location of views, bookmarks, and recently viewed tickets.

Make your Zendesk tasks easier with Quickie's practical features. From organizing views to advanced search options, Quickie helps you manage tickets more efficiently, making your daily workflow smoother and more productive.

Views

Learn how to organize and customize your Zendesk views with Quickie’s practical tools. Structure views, create a hierarchy, and manage personal and shared views.

Access the Views tab

Click the Views tab located at the top of the Quickie interface.

You will see four main sections that you can expand or collapse.



Favorites: Easily access your most-used views or searches set as Favorites.



Extra: Access profile views and, if enabled, Suspended and Deleted tickets (always available to admins).



Searches: Includes saved Seek searches and the most recent unsaved Seek search.



Views: Comprehensive access to all folders, subfolders, and views.

Navigate folders

Organize views into folders to simplify your workflow. Folders improve navigation, enhance collaboration, and keep your workspace tidy.



Click on a folder name to expand or collapse it.



Views are grouped into hierarchical folders based on naming conventions. You will also find special folders:

My user profile

This contains four profile views: Requested, Assigned, CC'd and Followed. Find this folder in the Extra section if you have it enabled in Views settings. 

Personal

This folder contains an agent's personal views and is available in the Views section when enabled in Views settings. You can rename this folder or choose its position—at the top or bottom of your views—via the same settings page.

Misc

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



Visibility depends on each agent's permissions. Admins have broader access and can see special views like Suspended and Deleted in the Extras section, whether or not these are enabled in the Views settings for other agents.



Next to each view name is the ticket count, with a grayed-out appearance for views without tickets. 

Search a folder/view

Use the search box at the top to filter and search views, folders, or saved Seek searches.



You can also expand or collapse folders directly from the search results.

Expand all folders

Instantly open all view folders 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.

Collapse all folders

Closes all expanded folders in the Views tab, keeping your list compact and organized. This helps reduce clutter when working with a large number of views.

Refresh view counts (totals)

Updates the ticket counts displayed next to each view, ensuring you see the most up-to-date numbers. Use this if you suspect the counts are outdated or after making changes to your tickets.

Open a view

Clicking a view name takes you to the regular Zendesk view. Quickie closes when a view is opened, unless Quickie has been pinned using the Pin button.

More view options

There are additional options that allow you to filter views, adjust the interface, refresh data, and export your views list for external use.

Show only my views

This setting is visible to administrators and agents with roles permitting them to edit shared views. If a view is crucial for other agents but not within the current user's groups, selecting Show only my views will hide that view from the user's views list. It will reappear when the Show only my views option is deselected.

1. Click More options (three vertical dots) at the top of the Views tab.



2. Select Show only my views.



Agents can edit toggle access for agents via the Enable 'Show only my views' toggle option in Views settings.

Dark mode

Dark mode allows you to switch to a darker interface for a more comfortable viewing experience, especially in low-light environments. You can apply dark mode globally or customize it for specific interface areas. Follow these steps to enable or adjust dark mode settings.

1. Click More options (three vertical dots) at the top of the Views tab.



2. Select Dark mode.



3. This opens the Dark mode settings in the Heart tab under Personal preferences.

3. Under Apply theme setting to, choose:

• All locations to apply dark mode everywhere.
• Individual locations to customize dark mode for specific interface areas.

4. Under Theme, select:

• Dark mode for a standard dark theme.
• Dark mode (lighter) for a slightly lighter version of dark mode.

Your selected theme is applied immediately. To switch back, repeat the steps and choose Light mode instead.

Manage views

The Manage views shortcut allows you to access and modify your views directly in the Zendesk Admin Center. From there, you can create, edit, reorder, deactivate, or delete views to better organize your ticket workflow. This option is useful for admins or agents with the necessary permissions to customize views for their team.

1. Click More options (three vertical dots) at the top of the Views tab.



2. Select Manage views.



3. This opens the Views section in Zendesk Admin Center in a new tab.



4. From the Views list, you can:

• • Create a new view by clicking Add view.
  • Edit an existing view by selecting it from the list.
  • Reorder views by dragging them into the preferred sequence.
  • Deactivate or delete views as needed.

5. Any changes made in Zendesk Admin Center will be reflected in Quickie once the views list is reloaded.
 

Reload views list

If your views have been updated, added, or removed in Zendesk, but the changes aren’t reflected in Quickie, use Reload views list to refresh and sync the latest view data without needing to reload the entire page.

1. Click More options (three vertical dots) at the top of the Views tab.



2. Select Reload views list.



3. Quickie will show you your updated views list.

Download views list CSV

The Download views list CSV option allows you to export a list of all your views in a CSV file. This is useful for documentation, auditing, or sharing with your team for reference. The exported file includes key details about each view for offline access.

1. Click More options (three vertical dots) at the top of the Views tab.



2. Select Download views list CSV.



3. A popup will appear, with three options:

Cancel - Do not proceed with the download.

Download now - Immediately download the CSV with the current view counts. Note that any missing counts will not be included.

Fetch missing counts, then download = First, fetch any missing counts in the background. Once all counts are available, the CSV will automatically download with complete data.

4. Once Download is clicked, a CSV copy of your views list is downloaded to your device.

Individual view options

Quickie provides several options to help you manage and customize individual views. These actions allow you to organize, modify, or remove views based on your workflow needs.

Hover over a view and click More options (three vertical dots) to see different actions you can take. 

Favorite this view

Mark the view as a favorite for quick access. Favorited views appear at the top of the Views tab, over all the other sections.

1. Hover over a view, then click More options (three vertical dots) and select Favorite this view.



2. The chosen view moves to the Favorites section.



4. To remove a view from the Favorites section, hover over the view, click More options (three vertical dots) and select Remove from Favorites.



5. That particular view will no longer appear as a Favorite in your list.

Set as Home view

Designate a Home view or search with a house icon. Clicking the Home tab on Quickie will automatically open up the view on Zendesk or the saved search on Seek.

1. Hover over a view, click More options (three vertical dots), then select Set as Home view.



3. The chosen view now has a Home icon next to it.



4. Click the Home tab.



5. Zendesk will automatically open up your chosen Home view. Or, if you've set a saved Seek search as a Home view, Seek will automatically open up the search.



6. To undo the action, select over the view again, click More options (three vertical dots) and uncheck Set as Home view.



7. The Home icon will no longer appear next to that particular view or saved search on your list.

Rename view

Update the name of the view via the Zendesk Admin Center for better clarity or organization.

1. Hover over a view, click More options (three vertical dots), then select Rename view.



2. Edit the view name, then click Save.



3. To set up the hierarchy, you just need to set the title in the following format:

Folder :: Subfolder :: View name

The double colon :: is the same delimiter used by Zendesk for the drop-down menus. You can have as many levels of subfolders as you require.



To achieve the hierarchy for "Consumer services / Customer feedback" you would have the following title:

Consumer services :: Customer feedback

To achieve the hierarchy for "Consumer services / Customer feedback / General surveys" you would have the following title.

Consumer services :: Customer feedback :: General surveys

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

4. Any changes made in Zendesk Admin Center will be reflected in Quickie once the views list is reloaded.

Edit view

Edit views to customize descriptions, conditions, and formatting options. If using custom Roles, note that agents will need to be permitted to add and edit personal, group, and global views. Agents will receive an error message if not given the permission.

1. Hover over a view, click More options (three vertical dots), then select Edit view.



2. You will be taken to Zendesk Admin Center - Views, where you can edit the view's name, description, conditions, and formatting options. More information on editing a view can be found at Zendesk | Managing your views.



4. Scroll down and click Save after making changes.

5. Any changes made in Zendesk Admin Center will be reflected in Quickie once the views list is reloaded.
 

Clone view

Create a duplicate of the view with the same conditions and settings, useful for making slight modifications while keeping the original view intact.

1. Hover over a view, click More options (three vertical dots), then select Clone view.



2. You will now have a copy of the original view via Zendesk Admin Center that you can rename, edit, or leave as is.



3. Scroll down and click Save after making changes.



4. Any changes made in Zendesk Admin Center will be reflected in Quickie once the views list is reloaded.

5. The copy will now appear on Quickie:

Deactivate view

You have the option to delete or deactivate a view that is no longer required. Deactivating a view places it in the Inactive tab in the Views page on Zendesk, allowing for reactivation if necessary.

1. Hover over a view, click More options (three vertical dots), then select Edit view.



2. You will be taken to Zendesk Admin Center - Views.



3. Click More options next to the view title, then select Deactivate view.



5. You can find the deactivated view via the Inactive tab in the Views page on Zendesk.



6. To reactivate the view, click More options (three vertical dots) and then select Activate view.



7. Any changes made in Zendesk Admin Center will be reflected in Quickie once the views list is reloaded.

Delete view

You have the option to delete or deactivate a view that is no longer required. Deleting a view removes it permanently and cannot be recovered. Be cautious, as this action cannot be undone.

1. Hover over a view, click More options (three vertical dots), then select Delete view.



2. Click the Delete button to complete the deletion process, or click Cancel if you've changed your mind.



3. Any changes made in Zendesk Admin Center will be reflected in Quickie once the views list is reloaded.

Seek

Seek is an advanced ticket search system that allows you to customize your search query's order, conditions, and columns. It is designed to simplify your search process, eliminating the need for complex commands and providing an intuitive interface for effortless customization of your search criteria. All your saved searches on Seek also appear on Views. Visit Seek's dedicated user guide to learn more.

Bookmarks

The personal Bookmarks tab allows you to access privately flagged tickets easily. This section outlines how to manage, search, expand or compact records, reload bookmarks, and remove bookmarks.

Access the Bookmarks tab

To view your bookmarked tickets:

1. Click the Bookmarks tab located at the top of the Quickie interface.
   
   
   
2. You will see a list of all tickets that you have privately bookmarked.
   
   
   

Search a bookmarked ticket

1. Click the Search bookmarks bar at the top of the Bookmarks tab.
   
   
   
2. Enter a keyword related to the ticket, such as the ticket's title or subject. As you type, all bookmarked tickets that match the keyword will automatically appear.
   
   
   

Reload the Bookmarks list

1. Click the Reload button located at the top right of the Bookmarks tab.
   
   
   
   
2. The list will refresh to display the most up-to-date set of bookmarked tickets.
   
   

All columns showing/Less fields showing

You can control the amount of information showing for each ticket:

1. Have the All columns showing button selected to show all columns for each ticket.
   
   
   
   
2. Or have the Less fields showing button selected to hide the other fields, displaying only the requester, ticket title, status, date updated, and ticket number.
   
   

Expand/compact a ticket record

You can expand or collapse the comment details of a single ticket:

1. Next to each bookmarked ticket, you will see either a downward arrow icon or an upward arrow icon if the ticket has a lengthy initial comment.
   
   
   
   
2. Click the downward arrow to expand the ticket and view the full initial comment.
   
   
   
3. Click the upward arrow to collapse the ticket.
   
   
   
   • If the All columns showing button is selected, only the first part of the initial comment will be shown, along with other fields.
     
     
     
   • If the Less fields showing button is selected, no initial comment will be shown.
   
   
   

Expand/compact all ticket records

To expand or collapse all tickets at once:

1. Click More options (three vertical dots).
   
   
   
2. Select Expand all records to view the full initial comments of tickets at once.
   
   
   
3. Select Compact all records to collapse the initial comments for all tickets:
   
   
   
   
   • If the All columns showing button is selected, only the first part of the initial comment will be shown.
     
     
     
   • If the Less fields showing button is selected, no initial comments will be shown.
     

Open a bookmarked ticket

1. Click on the ticket title. This action will open the ticket directly in Zendesk, allowing you to view or edit its details.

Delete a single bookmark

To remove a specific bookmark:

1. Click the purple bookmark icon on the right side of the ticket's subject line.
   
   
   
2. Once clicked, the ticket will be removed from your saved bookmarks list.
   
   
   

Remove all bookmarks

To remove all saved bookmarks at once:

1. Click More options (three vertical dots).
   
   
   
2. Select Remove all.
   
   
   
3. A confirmation popup will appear. Click OK if you'd like to proceed.
   
   
   
4. All saved bookmarks will be deleted, and your Bookmarks tab will be empty.

Activity

The Activity tab in Quickie helps you keep track of your recent ticket interactions by displaying open and previously viewed tickets. This section outlines how to search, group, expand, and manage ticket details in the Activity tab.

Access the Activity tab

To view your recently accessed tickets:

1. Click the Activity tab at the top of the Quickie interface.
   
   
   
2. You will see a list of tickets. If you select Group by ticket tab, the tickets will be grouped under Ticket tabs (open tickets) and Previously viewed tickets.
   

Search a recently viewed ticket

To quickly find a ticket within the Activity tab:

1. Click the Search recently viewed tickets bar at the top.
   
   
   
2. Type in a keyword related to the ticket, such as the title or subject. As you type, matching tickets will automatically appear.
   
   
   

Group recently viewed tickets

To organize tickets based on their status:

1. Click More options (three vertical dots).
   
   
   
2. Select Group by ticket tab to separate open tickets Ticket tabs (open tickets) from Previously viewed tickets.
   
   
   
3. Deselect Group by ticket tab to display all tickets in a continuous list without separation.
   
   

All columns showing/Less fields showing

Just like with the Bookmarks tab, you can control the amount of information showing for each ticket in the Activity tab:

1. Have the All columns showing button selected to show all columns for each ticket.
   
   
   
   
2. Or have the Less fields showing button selected to hide the other fields, displaying only the requester, ticket title, status, date updated, ticket number, and last viewed.
   
   
   

Expand/compact a ticket record

You can expand or collapse the details of a single ticket if it has a lengthy initial comment:

1. When you hover over a ticket with a long initial comment, a downward arrow icon or an upward arrow icon will appear when you hover over.
   
   
   
   
2. Click the downward arrow to expand record and view the full initial comment.
   
   
   
   
   
3. Click the upward arrow to compact record.
   
   
   
   • If the All columns showing button is selected, only the first part of the initial comment will be shown, along with other fields.
   • If the Less fields showing button is selected, no initial comment will be shown.
     

Expand/compact all ticket records

To expand or collapse all tickets at once:

1. Click More options (three vertical dots).
   
   
   
2. Select Expand all records to show the full initial comments of all tickets at once.
   
   
   
   
   

3. Select Compact all records to collapse the initial comments for all tickets:

   
   
   
   - If the All columns showing button is selected, only the first part of the initial comment will be shown.
   
   

   - If the Less fields showing button is selected, no initial comments will be shown.

   

Open a recently viewed ticket

To view and manage a ticket directly in Zendesk:

1. Click the ticket title in the Activity tab. The ticket will open in Zendesk, allowing you to work on it from the main interface.
   
   
   
   

Last viewed

The Last viewed feature, represented by an eye icon, appears in tickets in the Activity tab and provides a timestamp indicating how long ago a ticket was last accessed. This helps agents track recent activity on tickets, ensuring they are aware of when a ticket was last reviewed. It is especially useful for monitoring ticket engagement and identifying cases that may need follow-up.

Heart

The Heart tab is your central hub for app information, announcements, updates, and configuration options. Access essential details to stay informed and in control.

Access the Heart tab

To access news and configuration settings:

1. Click the Heart tab located at the top of the Quickie interface.
   
   
   
2. 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.
   
   
   

About/News

Navigate through the latest updates, news, and essential information about Quickie in the About / News section. Stay informed about new features, announcements, and any pertinent details related to Quickie's functionality. This section serves as your reference point for staying up-to-date with the latest developments and insights.

This page is divided into three areas: the About section, the Help section, and the News & Announcements section.

About

This section provides detailed information, including the current Quickie version, app ID, installation ID, installation date, and the date of the last update, offering a comprehensive overview of your Quickie setup.

Help

Get quick access to Quickie resources with links to the User guide, Support, and the Lovestock & Leaf site.

Zendesk links

Click to access your Zendesk Admin Center and the Zendesk Status page.

News & Announcement

Stay informed and up-to-date with the latest news and announcements. This section is further divided into four tabs: Latest, Quickie, Release notes, and Status.

Latest

Click the tab to show all Lovestock & Leaf updates, with the most recent news showing at the top. This includes announcements, release notes, service incidents and fixes.

Quickie

Click the tab to read in-depth announcements about new features or enhancements for Quickie.

Release notes

Click the tab to see a general overview of app changes and updates.

Status

Click the tab to check for any known Lovestock & Leaf issues or incidents and their causes. If resolved, the status is updated with the date and time of fix.

New settings

Explore recently added or updated settings along with their respective dates on this page. Simply click on the setting name to be directly directed to its location within the preferences, streamlining your navigation and providing quick access to the settings you need.



 

Dark mode

Dark mode allows you to switch to a darker interface for a more comfortable viewing experience, especially in low-light environments. You can apply dark mode globally or customize it for specific interface areas. 



Under Apply theme setting to, choose:

All locations to apply dark mode everywhere.
Individual locations to customize dark mode for specific interface areas.



Under Theme, select:

Dark mode for a standard dark theme.
Dark mode (lighter) for a slightly lighter version of dark mode. Your selected theme is applied immediately.



To switch back, repeat the steps and choose Light mode instead.

General

Explore essential settings to customize your Quickie experience and how the app functions within Zendesk.

Title

This section allows you to change the title that appears on top when you launch the app. The default title is 'Quickie'.

Disable keyboard shortcuts

Toggle this on to disable your keyboard shortcuts.

Enable app on specific sidebars

Quickie can now be enabled/disabled in different areas of Zendesk for added flexibility. Use the toggles to enable/disable the app in the following locations:

• Ticket sidebar – Display Quickie in the ticket sidebar for quick access while viewing tickets.
• User sidebar – Show Quickie in the user profile sidebar for easy reference when working with user details.
• Organization sidebar – Make Quickie available in the organization sidebar to view ticket data in the context of an organization.

Each toggle allows you to control where the app appears, ensuring it's available in the most relevant areas of your Zendesk workflow.

Views

This page enables you to personalize the appearance of your views to suit your preferences.

Additional view grouping separator

When setting up the view title, include the parent folder name before the view's name. To distinguish between the view's name and parent folder names, use a double colon (::) as a separator.

For example: Folder :: Subfolder :: View name

If you prefer a different separator, like a forward slash, you can specify it here. Whatever you enter will be used in addition to the double colon (::).

For example: Folder ::/ Subfolder ::/ View name

Hide 'Suspended' tickets view

Toggle the option on to hide the special 'Suspended tickets' view from all non-Admin agents.

Hide 'Deleted' tickets view

Toggle the option on to hide the special 'Deleted tickets' view from all non-Admin agents.

Disable the 'Misc' folder

By default, all views not otherwise grouped will be placed together in a 'Misc' folder. Toggle the option on to disable the default behavior.

Rename the 'Misc' folder

By default, all views not otherwise grouped will be placed together in a 'Misc' folder. You can change the name from the default 'Misc' to another preferred title.

Display the 'Misc' folder / root level views at bottom

This option is turned off by default. Toggle the option on to display the 'Misc' folder or root level views (if 'Misc' folder disabled) at the bottom of the view list.

Subfolder order

Within a parent folder, the subfolders will always be ordered alphabetically, but with this setting you get to decide to have them appear all at the top (above the views in the parent folder), or all at the bottom (below the views in the parent folder), or they can be alphabetically mixed in with the views.

Disable the 'Personal' folder

By default, your personal views are grouped separately from other views under a 'Personal' folder. Toggle this option on to remove the folder so personal views are organized together with other views.

Rename the 'Personal' folder

You can change the name from the default 'Personal' to another preferred title.

Place 'Personal' folder at bottom

By default, this option is disabled and the 'Personal' folder is displayed above the list of shared views. Toggle this option on to move the Personal folder to the bottom.

Disable the 'My user profile' folder

By default, the 'My user profile' folder contains 4 profile views: Requested, Assigned, CCd and Followed. Toggle this option on to disable the folder.

Show 'Download view list CSV' feature

Toggle this option on to allow users to download visible views and their counts to a CSV file.

Enable 'Show only my views' toggle

This setting, located in the 3-dot menu, is available for non-Admin agents who can access all shared views. Admins always have this toggle enabled by default.

You can set restrictions by clicking Apply restriction to this setting and then entering Roles or Groups that the setting will be enabled for.







You can also click Don't apply restrictions instead if you've changed your mind.

Behavior

• ON: Agents will only see restricted shared views (those assigned to their group or role) and their personal views.
• OFF: Agents will see all shared views, including public shared views, restricted shared views, and their personal views.

Eligibility

• The toggle is available only to non-Admin agents with the "can edit global view" criterion, allowing access to all shared views. If an agent does not meet this criterion, the toggle will not appear, even if enabled in the settings.
• Admins can pre-select Roles and Groups for this setting, which will apply automatically as agents gain eligibility (e.g., if they are assigned the required permission later).

Enable favorites

Toggle this option on to allow the agent to set favorite views/searches for fast access.

Bookmarks

This page allows you to enable or disable Bookmarks for topbar and for ticket sidebar.

Activity

This page allows you to enable or disable the Activity feature. With Activity enabled, you can view the ticket tabs currently open, as well as previously viewed tickets.

Backup & Restore

This page facilitates the backup and restoration of your Quickie configuration.

Backup

You can backup your configuration by copy-pasting all of the JSON from the backup field into a text document or into anything else that is appropriate for storing plain text. Then if the configuration is somehow lost or corrupted, you'll be able to restore by pasting the backed up version into the Restore field.

Restore

You can paste your backed up JSON into the field and then click Restore. This will restore your app configuration.

Handy tools

Use the Home, Bookmark, Pin, and Search buttons for effortless navigation, quick bookmarking, and keeping Quickie accessible. Modification indicators help you track changes to your searches in real time.

Home button

Clicking the Home button automatically opens a designated Home view in Zendesk or saved Seek search, giving you instant access to your most important tickets or saved searches. This feature ensures a smoother workflow by bringing your preferred view to the forefront every time you use Quickie.

Bookmark button

A Bookmark button on the left makes it easier to save and access important tickets.

• Click once to bookmark the current ticket. The purple icon confirms it's saved.
• Click again to remove it from Bookmarks.
  
  

Pin button

Keep Quickie open after clicking on a view or bookmark with a more visible Pin button on the right.

• Click once to pin Quickie open. The black icon shows it's pinned.
• Click again to unpin it.

New search button

A New search button allows you to quickly start a new search in Seek, making it even easier to find the tickets you need.

• Click the New search button to open a fresh search window within Seek.
• Enter your search text and add conditions and columns to refine results and locate tickets faster.
  
  

Modification indicators

Quickie now includes modification indicators to highlight changes in your active searches.

• If you modify a saved search, an indicator appears to show unsaved changes.
• This helps you track edits and ensures you don’t lose important adjustments before saving.
  
  

Solutions, tips, and tricks

Discover practical solutions, helpful tips, and clever tricks to get the most out of Quickie.

How to track rated CSAT tickets via Views

To enhance customer service and closely monitor customer feedback, it's essential to track tickets with CSAT ratings in Zendesk, which can then be integrated into Quickie. This system allows for efficient review and action on customer feedback categorized as 'Good', 'Bad', 'Good with Comment', or 'Bad with Comment'.

If you haven’t already done so, you would first need to configure CSAT surveys on Zendesk:

1. In the Admin Center, find the settings for Customer Satisfaction (CSAT).

2. Ensure CSAT surveys are enabled and customize the survey message if needed.

Here's how to set up a Zendesk view for tracking rated CSAT tickets:

1. Navigate to the Admin Center and select Manage views to begin creating a new view for CSAT rated tickets.

2. Click Add view to start setting up your criteria for filtering CSAT rated tickets. Give your view a descriptive name, such as "Rated CSAT tickets in Quickie," to easily identify its purpose.

3. In the conditions section, specify the criteria for tickets you want to include in this view. Use the following conditions to filter tickets by their CSAT rating:

Meet ALL of the following conditions:
Ticket: Status Less than Solved (This ensures the view includes active tickets that are yet to be closed).
Ticket: Satisfaction Is Offered (This filters tickets where a CSAT rating has been offered).

Meet ANY of the following conditions (to capture all rated tickets):
Ticket: Satisfaction Is Good
Ticket: Satisfaction Is Bad
Ticket: Satisfaction Is Good with Comment
Ticket: Satisfaction Is Bad with Comment

4. After configuring the settings, save the view. It will now appear in the views section of Zendesk and can be accessed using Quickie's Views tab to track customer feedback efficiently.

Creating a dedicated view in Zendesk for tracking rated CSAT tickets offers a streamlined approach to understanding and improving customer satisfaction. By regularly reviewing these ratings, your team can identify areas for improvement, celebrate successes, and maintain a customer-centric approach in your service delivery.

How to track Good and Bad rated CSAT tickets via Views

To ensure high-quality customer service and to effectively respond to customer feedback, it's crucial to monitor both positive and negative customer satisfaction (CSAT) ratings. Zendesk offers the functionality to categorize and track these ratings, which can be integrated into Quickie for a comprehensive overview and quick access to customer feedback.

If you haven’t already done so, you would first need to configure CSAT surveys on Zendesk:

1. In the Admin Center, find the settings for Customer Satisfaction (CSAT).

2. Ensure CSAT surveys are enabled and customize the survey message if needed.

This guide will walk you through the steps of creating separate views in Zendesk for Good and Bad CSAT tickets.

Tracking Good CSAT

1. Navigate to the Admin Center and select Manage Views to begin creating a new view for CSAT rated tickets.

2. Click Add view. Title this view to reflect its purpose, such as "Good CSAT tickets".

3. Set conditions for the view

Meet ALL of the following conditions:
Ticket: Status Less than Solved
Ticket: Satisfaction Is Offered

Meet ANY of the following conditions to specifically filter for positive feedback:
Ticket: Satisfaction Is Good
Ticket: Satisfaction Is Good with Comment

4. Adjust your view settings to sort and display tickets according to your preference. Save the view to make it accessible in Quickie's Views tab.

Tracking Bad CSAT

1. Navigate to the Admin Center and select Manage Views to begin creating a new view for CSAT rated tickets.

2. Name this view accordingly, for example, "Bad CSAT tickets".

3. Specify conditions for Bad CSAT.

Meet ALL of the following conditions:
Ticket: Status Less than Solved
Ticket: Satisfaction Is Offered

Meet ANY of the following conditions to capture negative feedback:
Ticket: Satisfaction Is Bad
Ticket: Satisfaction Is Bad with Comment

4. Save the view to be used for tracking negative customer feedback.

How to track Good and Bad rated CSAT tickets with comments via Views

To ensure high-quality customer service and to effectively respond to customer feedback, it's crucial to monitor both positive and negative customer satisfaction (CSAT) ratings. Zendesk offers the functionality to categorize and track these ratings, which can be integrated into Quickie for a comprehensive overview and quick access to customer feedback.

If you haven’t already done so, you would first need to configure CSAT surveys on Zendesk:

1. In the Admin Center, find the settings for Customer Satisfaction (CSAT).
2. Ensure CSAT surveys are enabled and customize the survey message if needed.

This guide will walk you through the steps of creating separate views in Zendesk for Good and Bad CSAT tickets.

Tracking Good CSAT with comments

1. Navigate to the Admin Center and select Manage views to begin creating a new view for CSAT rated tickets.

2. Click Add view. Name the view in a way that reflects its purpose, for example, "Good CSAT with comments".

3. Configure view conditions

Meet ALL of the following conditions:
Ticket: Status Less than Solved
Ticket: Satisfaction Is Offered

Meet ANY of the following conditions to specifically capture positive feedback with comments:
Ticket: Satisfaction Is Good with Comment

4. Save the view to make it available in your Zendesk for quick access.

Tracking Bad CSAT with comments

1. Navigate to the Admin Center and select Manage Views to begin creating a new view for CSAT rated tickets.

2. Initiate the creation of a new view and name it descriptively, such as "Bad CSAT with comments".

3. Set conditions for the view.

Meet ALL of the following conditions:
Ticket: Status Less than Solved
Ticket: Satisfaction Is Offered

Meet ANY of the following conditions to filter for negative feedback with comments:
Ticket: Satisfaction Is Bad with Comment

4. Save your changes to ensure the view is accessible for monitoring customer feedback.

Use cases

See how Quickie excels in various real-world scenarios:

Customer support teams

Scenario: A customer support team in a busy e-commerce company handles hundreds of tickets daily. They need to quickly sort through these tickets, prioritize urgent ones, and manage them effectively.
How Quickie helps: With Quickie's Views feature, the team can organize tickets into hierarchical folders based on urgency, type of query, or customer tier. This organization makes it easier to prioritize and address high-priority tickets first. The Seek feature enables agents to perform advanced searches for specific issues, reducing the time spent sifting through tickets. The Bookmark feature allows agents to quickly access their frequently referenced tickets, enhancing response time.

IT helpdesk teams

Scenario: An IT helpdesk team in a large corporation frequently deals with a diverse range of technical issues, from simple password resets to complex server issues. They need a way to keep track of ongoing and past issues while ensuring quick access to specific tickets.
How Quickie helps: Seek's advanced search capabilities enable the IT team to find tickets based on specific conditions like issue type, severity, or department. The Activity tab helps them keep track of currently active tickets, ensuring that no issue gets lost in the shuffle. For recurring issues, the Bookmark feature allows quick retrieval of privately flagged tickets, providing valuable reference points for consistent problem-solving.

HR departments

Scenario: An HR department uses Zendesk to manage employee queries and requests. They need an efficient way to categorize and respond to various types of queries, from leave applications to policy questions.
How Quickie helps: Quickie allows the HR team to categorize tickets into folders like 'Leave requests', 'Policy queries', and 'Employee onboarding'. This organization makes it easier for the team to manage and respond to tickets in a structured manner. The Pin feature keeps the app open on relevant views, aiding in multitasking during busy periods. Additionally, the Heart tab provides quick access to app updates and configurations, keeping the team informed and efficient. In each of these scenarios, Quickie enhances efficiency, organization, and responsiveness, demonstrating its versatility across various departments and use cases.

FAQs

Discover quick insights into Quickie's features and find troubleshooting tips in the FAQs below. If you face challenges or have more questions, our Support Team is ready to assist you.

• Q1: How do I install Quickie?
  A: Visit the Lovestock & Leaf's Quickie page to install a free trial of the app. After installation, access it from Zendesk's top toolbar or right sidebar menu.
  
  

• Q2: Can I use Quickie as a standalone application?
  A: Yes, Quickie can be used within Lovely Views or as a standalone app through the Zendesk top toolbar menu.
  
  

• Q3: What is the Seek tab in Quickie?
  A: The Seek tab is an advanced ticket search system that enhances your search capabilities within Zendesk, allowing for customized search queries.
  
  

• Q4: How can I bookmark tickets using Quickie?
  A: A large Bookmark button on the top-left of the app allows you to privately bookmark or unbookmark tickets for quick retrieval. Click the Bookmark tab to view all your privately flagged tickets. 
  
  

• Q5: What are the benefits of using the Pin feature in Quickie?
  A: The Pin button, located on the top-right of the app, keeps Quickie open after clicking on a view or bookmark, providing a more visible way to manage your workflow efficiently.
  
  

• Q6: Can I customize the appearance of my views list in Quickie?
  A: Yes, visit the Heart tab, navigate to the Views list section, and customize various aspects such as hiding specific views, renaming folders, and more.
  
  

• Q7: How do I back up and restore my Quickie configuration?
  A: Go to the Heart tab, select Backup & Restore, and use the Backup feature to copy-paste the JSON configuration. If needed, restore by pasting the backed-up JSON into the Restore field.
  
  

Conclusion

As we wrap things up, let’s quickly recap what you’ve learned about using Quickie for Zendesk. We’ll highlight the key features and share some practical tips to ensure everything runs smoothly. This section will help you get the most out of Quickie, making ticket management efficient and effective.

Key takeaways

Efficient view management

Quickie simplifies your Zendesk view management with easy-to-organize folders and advanced search options.

Personalization and customization

Tailor Quickie to fit your workflow. Arrange views, set favorites, and choose display options that work best for you.

Bookmarking for quick access

The Bookmarks tab makes it easy to privately flag and find important tickets quickly, improving your ticket management.

Stay informed

Use the Heart tab to stay updated with the latest developments and announcements.

Next steps

• Explore more features in folders and controls to further customize your experience.
  
  
• Try out Dark mode settings to find your preferred visual style.
  
  
• Use the advanced search capabilities of the Seek tab to find information quickly.
  
  
• Regularly check the Heart tab's News & Announcements to stay proactive and informed.
  
  
• Get familiar with the Backup & Restore feature in the Heart tab to keep your Quickie configuration safe.

To sum up, Quickie is designed to make your Zendesk usage more efficient and straightforward. With features like Seek for advanced search and intuitive tools for view management, Quickie simplifies your ticket handling.

As you apply these learnings, remember to stay updated on new features, experiment with different configurations, and reach out to our Support Team when needed. Here's to a smoother ticket management experience with Quickie!