We're going to show you how easy it is to create some views in your Zendesk account for messaging tickets to appear in. This article will cover the following topics: 

1. Understanding the importance of views
2. Configure views for Messaging

Understanding the importance of views

Views in Zendesk are a way to organise your tickets so you can easily access and manage them. By creating specific views for Messaging tickets, you ensure that your team can quickly identify and respond to customer inquiries that come through your messaging channels and respond in a timely manner.

Configure views for Messaging

We're going to create 3 views for Messaging named:

1. Unsolved Messaging Conversations
2. Idle/Offline Messaging
3. Recently Solved Messaging

Configure the Views

To start, log in to your Zendesk account and navigate to the Admin Center. From there, follow these steps:

1. Navigate to Admin icon (a gear symbol) on the sidebar. > Under the Workspaces section > select Views.
2. Click the Add View button in the upper right corner.
3. Give your new view a name = Unsolved Messaging Conversations
4. Set the permissions for the view e.g Available to all agents, available only to the desired Messaging group or any other specific group who handle the Messaging tickets on your Zendesk. 
5. Create the view conditions per the below details
6. Customise the view columns per the below details
7. Click Save. Your new view will now appear in the Views list, ready for use.

View Conditions:

Now, you’ll need to set the conditions to filter your tickets. For this particular view, we're going to use the following conditions:

ALL:

• Group is Messaging - Public
  • NOTE: Update this condition to the group which you are using for messaging
• Status Category is greater than On-hold
  • This condition will display all messaging tickets in the new, open or pending status

ANY

• Tags contains at least one of the following = "offline_message" "idle_message"
  • This condition will look for any tickets that have one of these 2 tags present
• Channel is Messaging
  • This condition will look for any tickets which are created via the Messaging channel

These conditions ensure that only unsolved messaging tickets are displayed in this view.

Customise the view:

You can customise the columns that appear in your view to include relevant information such as:

• Ticket ID
• Next SLA
• Ticket Subject
• Requester
• Assignee
• Status
• Priority
• Satisfaction
• Any custom fields which may be utilised inside your Messaging Bot Answers

View example:

After creating the view, monitor its effectiveness. Gather feedback from your team and make adjustments as necessary to ensure it meets your needs.

Idle/Offline Messaging and Recently Solved Messaging views

You can now rinse and repeat the above steps to create the remaining 2 views, Idle/Offline Messaging and Recently Solved Messaging. Below are the conditions required for each of the views.

Idle/Offline Messaging view conditions:

Recently Solved Messaging view conditions:

By following these steps, you can create effective views for messaging tickets in Zendesk, enhancing your team's ability to manage customer interactions efficiently. Happy ticketing!

Tips for Optimising Your Views

• Use Specific Naming Conventions: This helps in quickly identifying the purpose of each view.
• Regularly Review and Update Views: As your support needs evolve, ensure your views stay relevant.
• Leverage Tags and Custom Fields: These can provide additional filtering options to refine your views further.
• Use emojis: Use emojis to spice up your views and provide easier visual cues for the agents.