Users can create tailored views for each department based on their preferences and business requirements. This functionality allows them to create a list of tickets that meet their specific criteria.
For example, if the admin wants to keep track of all the tickets that received negative inputs from the customers, they can create a view with their criteria as Happiness Rating is Bad. They can reach such customers and try to understand their issues and resolve them.

Note
- You cannot edit the standard list views that are provided in Zoho Desk by default.
- The custom view is not available in the "All departments" view.
To create a custom list view
- Click the Tickets module.
- Choose the specific Department.
- Click on the three lines with an arrow placed at the bottom-left corner of the page to expand the menu.
- Click the plus sign (+) next to Views.
- In the Create New View page, enter the View Name.
- Specify the fields under Filter criteria.
- Select Visible to by choosing: Only me, All agents, or Specific agents.
- Click Create to save the custom view.
Editing a custom view
A custom view can be modified by changing the filter criteria as needed. Also, the visibility of the view can be changed later.
To edit a custom view
- Go to the respective department and select the desired module.
- Click All Views and go to the desired custom view.
- Click the three dots next to custom view to open the menu.
- Click Edit.
- In the Edit page, make the necessary changes and click Save.
To delete a custom view
- Go to the respective department and select the desired module.
- Click All Views and go to the desired custom view.
- Click the three dots next to custom view to open the menu.
- Click Delete.
Cloning a custom view
Custom views allow users to find quickly and group specific records that they need to access frequently, such as premium accounts, modified subscriptions, canceled travel requests, etc. Users can clone these custom views and make edits, such as adding or removing criteria according to the requirement, without recreating a view from scratch.
Custom views created in Tickets, Accounts, Contacts, Activities, Contracts, and custom modules can be cloned.
While cloning the view can be renamed as needed. If the view is not renamed for easy identification the "clone" tag will be appended to the view name.

To clone a custom view
- Go to the respective department and select the desired module.
- Click All Views and go to the desired custom view.
- Click the three dots next to custom view to open the menu.
- Click Clone.
- Make the necessary changes and Save the view.

Further read