Ticket List Views let you organise and see your tickets grouped by criteria that matter to you, using either the ready-made predefined views or building your own custom ones.

Predefined Views

Zoho Desk includes a set of ready-to-use views out of the box. These cannot be edited directly, since they're system-defined, but they cover the most common ways teams naturally want to see their tickets, such as by status, ownership, or urgency.

Creating a Custom View

1. Go to the Tickets module and select the relevant department.
2. Expand the side menu and click the + icon next to Views.
3. Enter a name for the view.
4. Specify your filter criteria, for example Status is Closed AND Happiness Rating is Bad, to surface closed tickets that received negative feedback.
5. Choose visibility: Only Me, All Agents, or Specific Agents.
6. Tick Show in All Departments if the view should apply organisation-wide rather than one department.
7. Click Create to save.

A Practical Example: Ratings-Based Views

Custom views are particularly useful for surfacing happiness rating data, such as closed tickets with negative feedback, tickets that never received a rating at all, or tickets where the feedback URL was never sent. The "link provided" and "link not provided" filter conditions specifically refer to whether the feedback URL was sent for that ticket.

Work Modes: A Related, Newer Feature

Beyond static views, Zoho Desk now offers Work Modes, which let agents see all their tickets updated in real time and categorised by status, priority, due date, or stage in the customer journey, and this categorisation can also be layered on top of predefined views.