This is the new views that we have on zendesk.

We optimized the views for zendesk. This views summarize cases for the groups, your personal
cases, cases that are close to SLA breach and all the recent cases.

Your unsolved cases -

This view shows the cases that are assigned to you. This will show the pending cases as the
opens ones. This is great to check on the end of your shift and see what the next person need
to be alert on it.

All unsolved cases -

This is all the unsolved cases on our channel. This will show the unsolved cases in all of the
support channels, even the Escalated group.
Check that to see if there´s any open cases not showing in “Recently update” or in the “Support
cases”.

Support cases -
This view shows all the tickets assigned to our support group. It's really important to check that
in the beginning of you shift to see if there's any cases that need our attention or need to be
escalated.

Escalated support -
This shows the cases assigned to NOC. This is most important on the “of hours”. There´ll cases
that will need to be updated and NOC is unavailable. So we need to address does to keep the
SLA´s.

Recently Updated -
This is the most used view. This show all the cases that was updated in the last 24 hours. It's
important to note that if a case is not updated for a while, it will disappear on this view. That
does not mean that we don´t need to still check.

SLA breach -
When a case is getting close to the SLA breach, this tab will be updated with the case that need
attention. If no cases are close to breach, this will have no cases on it.