Creating a Default End User Organization View

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By default a Zendesk end user can only see details of their own open requests and those that have recently been solved or closed, within the  the CHECK YOUR EXISTING REQUESTS tab (1).

As described in the previous lessons of this manual, using the End User Views module provided as part of the Cloudset Framework it is also possible change the fields on the default end user view.

It is also possible to introduce additional Views based on a variety of conditions and control the availability of Views based on the Role assigned to the end user.

The End User Views module also makes it possible to introduce a generic default Organization View.

This View will be made available to all end users via a new tab (2) showing details of all Tickets belonging to their associated Organization regardless of the Requester.

Create a View for use as the Default View for an Organization

The first step is to create a new View using the standard Zendesk functionality to be used as the replacement default View for all end users.

This View can make use of any of the available conditions in the drop downs (1) and (2), although in order to serve as the end user default View for an Organization the View must NOT include the condition in which the Requester is the {current user}.

However, the View must include the condition in which the Organization is a value (3), otherwise the results of the View will not be restricted to only those belonging to the Organization associated with the end user.

*Note: the value of the Organization can be any of those available in the drop down list, since this will be replaced with the Organization associated with the logged in end user when the View is evaluated.

Deploy the End User WaaS Service

End User Views is part of a WaaS solution and so includes a Widget Service component (3) that provides a set of back end services to extend the Zendesk core functionality.

This Widget Service must be deployed from within the CloudSET WaaS Library (see the section of this manual describing the deployment and configuration of WaaS Components).

Invoke the End User Views Configurator

*Note: if you haven't already done so, before attempting to configure this Widget please familiarize yourself with the section of this manual describing the deployment and configuration of Widgets.

Once deployed the End User Views Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

*Note: the presence of the red warning triangle (5) indicates that the dependent Widget Services have yet to be deployed (see previous step).

Select the Alternative View as the Default

The new View to be used as the default View for an Organization will be present within the list of all available views (1).

*Note: the selected View must NOT include the condition in which the Requester is the {current user}, but must include the condition in which the Organization is a value (see Create a View for use as the Default View for an Organization above).

Drag this View and drop it onto the Default Organizational View node (2).

The View will be created as the child node (3) and will then be used as the default Organization View for all end users.

If necessary the default View can be removed at any time by dragging and dropping onto the "RUBBISH" bin (4).

Once the View has been configured remember to save the form (5), otherwise the updates will be lost when navigating away from the configurator.

Enable Sharing of the Organization

*Note: in order for an end user to see all Tickets belonging to an Organization in an end user Organization View, it is first necessary to enable sharing.

This is achieved by editing the Organization using the standard Zendesk functionality and checking the Enabled box (2) in the Shared Organization section (1).

See the Role Specific End User View in Operation

Now all end users are presented with a new tab with the name of the Organization to which they belong (1).

Selecting this tab will bring up the default View (2) showing Tickets that meet the specified criteria for all users belonging to the Organization (3).

The list of Tickets can also be filtered to show only those requested by a single user belonging to the Organization (4).

*Note: If the end user doesn't belong to an Organization, or if their owning Organization hasn't been enabled for sharing (see previous step), the new tab (1) will not be presented for selection.

It is also possible to introduce any number of alternative Organization based Views that will be made available to end users (see Alternative End User Organization Views).

Creating a Default End User Organization View

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Creating a Default End User Organization View

By default a Zendesk end user can only see details of their own open requests and those that have recently been solved or closed, within the  the CHECK YOUR EXISTING REQUESTS tab (1).

As described in the previous lessons of this manual, using the End User Views module provided as part of the Cloudset Framework it is also possible change the fields on the default end user view.

It is also possible to introduce additional Views based on a variety of conditions and control the availability of Views based on the Role assigned to the end user.

The End User Views module also makes it possible to introduce a generic default Organization View.

This View will be made available to all end users via a new tab (2) showing details of all Tickets belonging to their associated Organization regardless of the Requester.

Create a View for use as the Default View for an Organization

The first step is to create a new View using the standard Zendesk functionality to be used as the replacement default View for all end users.

This View can make use of any of the available conditions in the drop downs (1) and (2), although in order to serve as the end user default View for an Organization the View must NOT include the condition in which the Requester is the {current user}.

However, the View must include the condition in which the Organization is a value (3), otherwise the results of the View will not be restricted to only those belonging to the Organization associated with the end user.

*Note: the value of the Organization can be any of those available in the drop down list, since this will be replaced with the Organization associated with the logged in end user when the View is evaluated.

Deploy the End User WaaS Service

End User Views is part of a WaaS solution and so includes a Widget Service component (3) that provides a set of back end services to extend the Zendesk core functionality.

This Widget Service must be deployed from within the CloudSET WaaS Library (see the section of this manual describing the deployment and configuration of WaaS Components).

Invoke the End User Views Configurator

*Note: if you haven't already done so, before attempting to configure this Widget please familiarize yourself with the section of this manual describing the deployment and configuration of Widgets.

Once deployed the End User Views Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

*Note: the presence of the red warning triangle (5) indicates that the dependent Widget Services have yet to be deployed (see previous step).

Select the Alternative View as the Default

The new View to be used as the default View for an Organization will be present within the list of all available views (1).

*Note: the selected View must NOT include the condition in which the Requester is the {current user}, but must include the condition in which the Organization is a value (see Create a View for use as the Default View for an Organization above).

Drag this View and drop it onto the Default Organizational View node (2).

The View will be created as the child node (3) and will then be used as the default Organization View for all end users.

If necessary the default View can be removed at any time by dragging and dropping onto the "RUBBISH" bin (4).

Once the View has been configured remember to save the form (5), otherwise the updates will be lost when navigating away from the configurator.

Enable Sharing of the Organization

*Note: in order for an end user to see all Tickets belonging to an Organization in an end user Organization View, it is first necessary to enable sharing.

This is achieved by editing the Organization using the standard Zendesk functionality and checking the Enabled box (2) in the Shared Organization section (1).

See the Role Specific End User View in Operation

Now all end users are presented with a new tab with the name of the Organization to which they belong (1).

Selecting this tab will bring up the default View (2) showing Tickets that meet the specified criteria for all users belonging to the Organization (3).

The list of Tickets can also be filtered to show only those requested by a single user belonging to the Organization (4).

*Note: If the end user doesn't belong to an Organization, or if their owning Organization hasn't been enabled for sharing (see previous step), the new tab (1) will not be presented for selection.

It is also possible to introduce any number of alternative Organization based Views that will be made available to end users (see Alternative End User Organization Views).

Creating a Default End User Organization View

Sub Banner

By default a Zendesk end user can only see details of their own open requests and those that have recently been solved or closed, within the  the CHECK YOUR EXISTING REQUESTS tab (1).

As described in the previous lessons of this manual, using the End User Views module provided as part of the Cloudset Framework it is also possible change the fields on the default end user view.

It is also possible to introduce additional Views based on a variety of conditions and control the availability of Views based on the Role assigned to the end user.

The End User Views module also makes it possible to introduce a generic default Organization View.

This View will be made available to all end users via a new tab (2) showing details of all Tickets belonging to their associated Organization regardless of the Requester.

Create a View for use as the Default View for an Organization

The first step is to create a new View using the standard Zendesk functionality to be used as the replacement default View for all end users.

This View can make use of any of the available conditions in the drop downs (1) and (2), although in order to serve as the end user default View for an Organization the View must NOT include the condition in which the Requester is the {current user}.

However, the View must include the condition in which the Organization is a value (3), otherwise the results of the View will not be restricted to only those belonging to the Organization associated with the end user.

*Note: the value of the Organization can be any of those available in the drop down list, since this will be replaced with the Organization associated with the logged in end user when the View is evaluated.

Deploy the End User WaaS Service

End User Views is part of a WaaS solution and so includes a Widget Service component (3) that provides a set of back end services to extend the Zendesk core functionality.

This Widget Service must be deployed from within the CloudSET WaaS Library (see the section of this manual describing the deployment and configuration of WaaS Components).

Invoke the End User Views Configurator

*Note: if you haven't already done so, before attempting to configure this Widget please familiarize yourself with the section of this manual describing the deployment and configuration of Widgets.

Once deployed the End User Views Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

*Note: the presence of the red warning triangle (5) indicates that the dependent Widget Services have yet to be deployed (see previous step).

Select the Alternative View as the Default

The new View to be used as the default View for an Organization will be present within the list of all available views (1).

*Note: the selected View must NOT include the condition in which the Requester is the {current user}, but must include the condition in which the Organization is a value (see Create a View for use as the Default View for an Organization above).

Drag this View and drop it onto the Default Organizational View node (2).

The View will be created as the child node (3) and will then be used as the default Organization View for all end users.

If necessary the default View can be removed at any time by dragging and dropping onto the "RUBBISH" bin (4).

Once the View has been configured remember to save the form (5), otherwise the updates will be lost when navigating away from the configurator.

Enable Sharing of the Organization

*Note: in order for an end user to see all Tickets belonging to an Organization in an end user Organization View, it is first necessary to enable sharing.

This is achieved by editing the Organization using the standard Zendesk functionality and checking the Enabled box (2) in the Shared Organization section (1).

See the Role Specific End User View in Operation

Now all end users are presented with a new tab with the name of the Organization to which they belong (1).

Selecting this tab will bring up the default View (2) showing Tickets that meet the specified criteria for all users belonging to the Organization (3).

The list of Tickets can also be filtered to show only those requested by a single user belonging to the Organization (4).

*Note: If the end user doesn't belong to an Organization, or if their owning Organization hasn't been enabled for sharing (see previous step), the new tab (1) will not be presented for selection.

It is also possible to introduce any number of alternative Organization based Views that will be made available to end users (see Alternative End User Organization Views).

Creating a Default End User Organization View

Sub Banner

Creating a Default End User Organization View

By default a Zendesk end user can only see details of their own open requests and those that have recently been solved or closed, within the  the CHECK YOUR EXISTING REQUESTS tab (1).

As described in the previous lessons of this manual, using the End User Views module provided as part of the Cloudset Framework it is also possible change the fields on the default end user view.

It is also possible to introduce additional Views based on a variety of conditions and control the availability of Views based on the Role assigned to the end user.

The End User Views module also makes it possible to introduce a generic default Organization View.

This View will be made available to all end users via a new tab (2) showing details of all Tickets belonging to their associated Organization regardless of the Requester.

Create a View for use as the Default View for an Organization

The first step is to create a new View using the standard Zendesk functionality to be used as the replacement default View for all end users.

This View can make use of any of the available conditions in the drop downs (1) and (2), although in order to serve as the end user default View for an Organization the View must NOT include the condition in which the Requester is the {current user}.

However, the View must include the condition in which the Organization is a value (3), otherwise the results of the View will not be restricted to only those belonging to the Organization associated with the end user.

*Note: the value of the Organization can be any of those available in the drop down list, since this will be replaced with the Organization associated with the logged in end user when the View is evaluated.

Deploy the End User WaaS Service

End User Views is part of a WaaS solution and so includes a Widget Service component (3) that provides a set of back end services to extend the Zendesk core functionality.

This Widget Service must be deployed from within the CloudSET WaaS Library (see the section of this manual describing the deployment and configuration of WaaS Components).

Invoke the End User Views Configurator

*Note: if you haven't already done so, before attempting to configure this Widget please familiarize yourself with the section of this manual describing the deployment and configuration of Widgets.

Once deployed the End User Views Widget (3) can be configured (4) and utilized from within the CloudSET Widget Library.

*Note: the presence of the red warning triangle (5) indicates that the dependent Widget Services have yet to be deployed (see previous step).

Select the Alternative View as the Default

The new View to be used as the default View for an Organization will be present within the list of all available views (1).

*Note: the selected View must NOT include the condition in which the Requester is the {current user}, but must include the condition in which the Organization is a value (see Create a View for use as the Default View for an Organization above).

Drag this View and drop it onto the Default Organizational View node (2).

The View will be created as the child node (3) and will then be used as the default Organization View for all end users.

If necessary the default View can be removed at any time by dragging and dropping onto the "RUBBISH" bin (4).

Once the View has been configured remember to save the form (5), otherwise the updates will be lost when navigating away from the configurator.

Enable Sharing of the Organization

*Note: in order for an end user to see all Tickets belonging to an Organization in an end user Organization View, it is first necessary to enable sharing.

This is achieved by editing the Organization using the standard Zendesk functionality and checking the Enabled box (2) in the Shared Organization section (1).

See the Role Specific End User View in Operation

Now all end users are presented with a new tab with the name of the Organization to which they belong (1).

Selecting this tab will bring up the default View (2) showing Tickets that meet the specified criteria for all users belonging to the Organization (3).

The list of Tickets can also be filtered to show only those requested by a single user belonging to the Organization (4).

*Note: If the end user doesn't belong to an Organization, or if their owning Organization hasn't been enabled for sharing (see previous step), the new tab (1) will not be presented for selection.

It is also possible to introduce any number of alternative Organization based Views that will be made available to end users (see Alternative End User Organization Views).