Custom Views for Ratings - Zoho Desk Knowledgebase

Creating Custom Ticket List Views for Ratings

Custom ticket views help you to organize and view tickets based on the criteria specific to happiness ratings. For example, you can create a view for; closed tickets that had received a negative feedback, tickets that didn't receive a rating or tickets that didn't trigger the rating URL.

To create a custom view for tickets that received a negative rating:
  1. Click the List View icon (  ) from the top bar.
  2. In the Ticket List View page, click the  ) icon located alongside Views in the left panel.


  3. In the Create New View page, do the following:
    • Enter a name for the View.
    • Specify the criteria filter as: Status <is> Closed (AND) Happiness Rating <is> Bad.
    • Specify the visibility permissions for this custom view.
    • Check Show in all departments option, if you want to add this custom view in all of your departments.
  4. Click Save.

Specifying Rating Criteria
While creating a custom ticket list view you must specify the criteria based on which the ticket will be filtered under the view. The following image lists the criteria options available for happiness ratings:

The 'link provided' and 'link not provided' condition, refers to whether the feedback URL was or wasn't sent for a ticket respectively.

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