Views in Zoho Desk let agents and administrators slice their support data into focused, filterable lists — so the right tickets, tasks, contacts, and accounts surface at the right time without manual searching.
What is it
Views in Zoho Desk are saved, criteria-based displays that group and present records across modules — including Tickets, Tasks, Calls, Events, Contacts, and Accounts — according to conditions you define [5]. Each view renders records in one of several formats (Classic, Compact, Grid, or Table) so agents can choose the layout that best matches their workflow [2][6]. Zoho Desk ships with a library of predefined views for common needs, and administrators or agents can layer on custom views that filter by any field combination relevant to their team [2][5]. Views also support bulk actions such as changing record ownership, updating multiple records simultaneously, and exporting lists to CSV [2].
When to use it
- Triage incoming tickets — open a predefined "Open Tickets" or department-specific view to see only unassigned or unresolved items that need immediate attention [5]. [5]
- Monitor overdue work — use the built-in "My Overdue Tasks" or "Overdue Tasks" view to identify activities that have passed their due date before they breach SLAs [2]. [2]
- Focus on today's workload — switch to "Today's Tasks" or "Today + Overdue" so agents see only what requires action in the current shift [2]. [2]
- Manage accounts at a glance — apply the Table View for Accounts to review account names, industries, owners, and phone numbers across many records without opening each one individually [6]. [6]
- Segment tickets by customer feedback — build a custom view filtered by happiness rating to isolate tickets with negative feedback for quality-review workflows [5]. [5]
- Reduce view clutter over time — rely on Zoho Desk's auto-archiving to retire custom views that haven't been opened in 60 days, keeping the sidebar lean and fast to navigate [8]. [8]
How to access it
For ticket views, navigate to the Tickets tab in the top navigation bar; predefined and custom views appear in the left-hand sidebar. For task views, click the Activities module, then select Tasks at the bottom of the left menu — the system remembers and reopens your most recently used view on subsequent visits [2]. For account views, go to the Customer tab and select Accounts; use the layout toggle to switch between Classic, Grid, and Table formats, and click the Select Columns icon beside the column header to customise which fields appear in Table View [6]. Administrators can create shared views visible to all agents across a help desk instance, while standard agents can create personal views scoped to their own login [2][5].
Related features
- Filters — apply on-the-fly field-level filters on top of any view to narrow results further without saving a new view permanently [5].
- Archiving Custom Views — understand how Zoho Desk auto-archives views idle for 60 days and how to restore them within the subsequent 30-day window before permanent deletion [8].
- Activities Module — the parent workspace for Task, Call, and Event views, where agents create and track all activity records linked to tickets or contacts [7].
- Headquarters Dashboard — complements Views by providing real-time, aggregated performance metrics for managers who need a live operational picture rather than a filtered record list [5].