Plan requirement
| Subscription | Any plan |
| Access | Agent |
An empty view is nearly always one of five things. Working through them in order finds the cause in a couple of minutes.
Why is my view empty?
- The view shows no tickets although you can see matching tickets elsewhere.
- A colleague sees tickets in the same view and you do not.
- The view worked yesterday and is empty today.
Resolution steps
1. Contradictory conditions
Two conditions in the all block that cannot both be true, most often two values of the same field. Move alternatives to the any block.
2. Your ticket access
A view shows only tickets you are allowed to see. An agent restricted to their own group sees an empty view built for another group's queue. That is why a colleague can see tickets in the same view and you cannot.
3. Archiving
Zendesk archives a ticket 120 days after it closes, and archived tickets do not appear in views. So a view whose conditions match mainly old closed tickets empties as they pass that mark.
Nothing is lost: search still finds them. If the view was your route to them, search is the route now.
4. A field that changed
A view built on a custom field breaks quietly when the field is deactivated, renamed or has its values changed. Nothing warns you; the view stops matching.
5. A group or brand that was removed
Same pattern. A view conditioned on a group that no longer exists matches nothing.
The fastest test
Open the view in Admin Center and remove conditions one at a time, checking the preview after each. The condition whose removal makes tickets appear is the one at fault. That takes less time than reasoning about it.
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