--- title: "Creating an \"Inbox Zero\" view in Zendesk" description: "Set up a custom view in Zendesk that will help you achieve \"inbox zero.\"" image: http://www.screensteps.com/hs-fs/hub/120141/file-861156183-png/email/zendesk-tips/custom-view/my-working-tickets.png --- [![ScreenSteps](https://www.screensteps.com/hs-fs/hubfs/screensteps-logo.png?width=140&height=38&name=screensteps-logo.png "ScreenSteps")](https://www.screensteps.com) [![Get a Demo](https://no-cache.hubspot.com/cta/default/120141/94772433-12fa-4134-b1c5-d28ddf5f0477.png)](https://cta-redirect.hubspot.com/cta/redirect/120141/94772433-12fa-4134-b1c5-d28ddf5f0477) [![Sign In](https://no-cache.hubspot.com/cta/default/120141/76a1c9b9-594b-448e-a18d-dae92418bafc.png)](https://cta-redirect.hubspot.com/cta/redirect/120141/76a1c9b9-594b-448e-a18d-dae92418bafc) ### ScreenSteps Articles # Creating an "Inbox Zero" view in Zendesk [Greg DeVore](https://www.screensteps.com/articles/author/greg-devore) *-* May 29, 2014 9:22:00 AM [0 Comments](https://www.screensteps.com/articles/inbox-zero-with-zendesk#comments-listing) - [Tweet](https://twitter.com/share) When I work I like to focus. For me focus means eliminating all distractions and *only* seeing items that need my attention *right now*. By focusing my attention I can get more done in less time.  You may have heard of [Inbox Zero](http://whatis.techtarget.com/definition/inbox-zero). Inbox zero means that you don't see any items in your inbox that don't require your attention right now. In Zendesk your inbox is essentially the default view titled "Your unsolved tickets." It is one of the default views that come with Zendesk. ![default-views](https://www.screensteps.com/hs-fs/hub/120141/file-861161203-png/email/zendesk-tips/custom-view/default-views.png) The "Your unsolved tickets" view is fine. But it also shows Pending tickets. Pending tickets don't require any action from you but having them show up in the view makes it impossible to acheive inbox zero.  To solve this, we have created a view called "My Working tickets." This is the view where I spend 90% of my time in Zendesk. ![my-working-tickets](http://www.screensteps.com/hs-fs/hub/120141/file-861156183-png/email/zendesk-tips/custom-view/my-working-tickets.png "my-working-tickets")   This view shows me only New and Open tickets that are assigned to me. Only New and Open tickets require a response. Once I plow through all of the tickets in the "My Working Tickets" view I have acheived inbox zero (at least as far as Zendesk is concerned) and the universe is in balance one again. ## How to set up the view Select **More **». ![select-more](https://www.screensteps.com/hs-fs/hub/120141/file-861156178-png/email/zendesk-tips/custom-view/select-more.png?width=491&name=select-more.png) Select **add view** ![select-add-view](https://www.screensteps.com/hs-fs/hub/120141/file-866184745-png/email/zendesk-tips/custom-view/select-add-view.png?width=668&name=select-add-view.png) Set up the filter according to the screenshot below. By setting the status to **Less than Pending **you will exclude all Solved and Pending tickets. ![add-criteria](https://www.screensteps.com/hs-fs/hub/120141/file-866184750-png/email/zendesk-tips/custom-view/add-criteria.png?width=641&name=add-criteria.png) I also like to customize the included columns. The main one I add is **Latest update by requester**. This column shows me the last time the customer updated the ticket. ![add-latest-update](https://www.screensteps.com/hs-fs/hub/120141/file-861161213-png/email/zendesk-tips/custom-view/add-latest-update.png?width=681&name=add-latest-update.png) I then group the tickets by **Status** and sort them **Ascending**. This will show me New tickets before Open tickets and then order by **Latest update** **Descending**. ![set-grouping](https://www.screensteps.com/hs-fs/hub/120141/file-861161208-png/email/zendesk-tips/custom-view/set-grouping.png?width=564&name=set-grouping.png) We also make this view available to all agents. Once you have it all set up just click **Create view**. ![create-view](https://www.screensteps.com/hs-fs/hub/120141/file-861156193-png/email/zendesk-tips/custom-view/create-view.png?width=635&name=create-view.png) Then reorder the views and stick this view at the top. ![reorder](https://www.screensteps.com/hs-fs/hub/120141/file-861156188-png/email/zendesk-tips/custom-view/reorder.png?width=648&name=reorder.png) That's it. You now have a view that will help you focus on the tickets that need your attention right now. And a view that will allow you to acheive inbox zero. ## Get more tips like this This post was taken from our weekly Zendesk Tips email newsletter. If you would like to subscribe and get tips like this delivered weekly to your inbox just [click here](https://connect.screensteps.com/zendesk-tips). [![Get FREE Zendesk tips](https://no-cache.hubspot.com/cta/default/120141/a86a21cf-7510-4e0c-a119-8c1087a0a4b2.png)](https://cta-redirect.hubspot.com/cta/redirect/120141/a86a21cf-7510-4e0c-a119-8c1087a0a4b2) Topics: [Zendesk](https://www.screensteps.com/articles/topic/zendesk) ![Greg DeVore](https://www.screensteps.com/hubfs/2025/Employee%20Headshots/Greg-DeVore-ScreenSteps.png) ### [Greg DeVore](https://www.screensteps.com/articles/author/greg-devore) CEO of ScreenSteps [LinkedIn](http://www.linkedin.com/in/gregdevore) [Twitter](http://twitter.com/gdevore) Previous Post ### [Infographic: Zendesk Help Center Organization and Permissions](https://www.screensteps.com/articles/zendesk-hc-infographic) Next Post ### [Build a documentation to-do list in Zendesk](https://www.screensteps.com/articles/build-a-documentation-to-do-list-in-zendesk) ![Image_13.jpg](https://cdn2.hubspot.net/hubfs/2195852/Deurali/Image_13.jpg) ### Free Download - 10 Effective Sales Management Skils A wonderful serenity has taken possession of my entire soul, like these sweet mornings of spring which I enjoy. - Features in the form of a statement - Turning visitors into [Leads with great bullets](https://www.screensteps.com/articles/inbox-zero-with-zendesk#) [![Learn More](https://no-cache.hubspot.com/cta/default/120141/9ca869d1-2df2-4a27-ac61-67469ed36bf6.png)](https://cta-redirect.hubspot.com/cta/redirect/120141/9ca869d1-2df2-4a27-ac61-67469ed36bf6) #### 0 Comments ### Blog Updates #### Subscribe Improve your onboarding, training, and support, with articles delivered right to your inbox ### Subscribe to Email Updates 100% Privacy. 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