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Views and enhancements for End Users

jo
suggested this on August 10, 2008 00:54

My clients do submit quite a few tickets. They mainly use email to manage all the issues. But one way to get them more involved is if they logged into the portal and saw a list of all their tickets, there were some enhancements that would entice them to do so:

Some ideas:

  • When agents hover over a ticket, there is a hover window that shows the content of that ticket. When I tried this logged in as an end-user, I did not get this effect. I think end-users will like this too and not have to click into the ticket to view some of the details.
  • It would be nice if end-users had 3 to 5 views that they can customize on their own.
  • And they could export those views via CSV  :)


Thanks!

 

 

Comments

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Graham Robson
Coherence Design

I agree, there are quite a number of features available to Agents that are not offered to end-users. These would enable end-users to get more value out of the data they have inputted!

I recognise that it's a Zendesk theme to make the user experience as simple and clean as possible, I agree that too many 'features' can get in the way of this experinece. However, believe it should be a choice. This can be achieved in a number of ways & levels. Basic & Advanced switches, even personalization. These capabilities could even be controlled by the Admins on an Orgnaization by organization basis.

August 10, 2008 01:20
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Paul Keck

End user views would be great. To keep things simple for the und user, I vote for choosing one of the views currently built (active or inactive) for each organization. This allows admins to control what the organization sees when they look at all their open tickets.

Thanks!

December 28, 2008 05:14
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Mark Rothfield
revealtools

anything that adds to the stickiness of the user experience will be of value to us, as we would like our users to want to visit the site, not just when there is a problem but to investigate and interact in a way that they find helpful

January 19, 2009 19:37
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Arron Kau

Ditto. This is going to be a huge obstacle to our adopting Zendesk; I can understand wanting to keep the experience for end users simple, but this hugely important functionality for any user who is in an organization with more than a couple of requests and who needs to be able to get a real overview of the tickets. 

March 03, 2009 10:00
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Amy Au-Yeung
Zendesk

Hey guys,

Thank you for your input, and yes of course we do care about our users' experience! :) But I'm sure you all understand that having too many features can sometimes complicate things and may have negative results at the end.  Having said that, it doesn't mean that we can't have it as an option so agents / admins can decide what's best for their end users.  Allow me to bring this up to the team, and I'll let you know when I hear anything.

Cheers

-amy

Zendesk Support

January 12, 2010 00:29
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Jacob Leffler
Versata

Hi Amy,

Thanks for checking into this.  I would ditto this request.  We launched Zendesk for our support one month ago, and I've already had several customers request the ability to export all of their tickets.  Since they have so many tickets, this usually means that one of our agents has to take the time to do this.

Thanks,

Jacob

January 12, 2010 18:32
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Ben De Keersmaecker
adhese

Ditto, i'd like to be able to edit the views for end-users. A client needs to see some custom fields in his request list

March 09, 2010 04:19
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Igor Vuksanović
cpp

This would be great, but keep it simple.

March 09, 2010 05:32
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Jake Holman
Product Manager

Hey all,

Just to get a stamp on this; it's not something we're planning on opening up.

The idea of letting End-Users customize their view is certainly not something that's likely to happen, mainly because Views are a very heavy burden performance wise.

However, it might be possible for us to be able to allow Admins to specify a certain (set) layout for End-Users. That's something that's not been discussed though, so I couldn't possibly say if nor even when we might have something like that.

Jake Holman
Zendesk

March 09, 2010 14:17
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Jacob Leffler
Versata

Jake, I think that would be an acceptable compromise that allows Admins some level of control over what the End-User gets to see.

March 09, 2010 14:22
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Jake Holman
Product Manager

Hey Jacob,

I agree, although acceptable and possible are two rather different things. I'll try and update this topic should we make any progress on this; but please expect that to take some time.

Jake Holman
Zendesk

March 09, 2010 14:28
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Igor Vuksanović
cpp

I wouldn't allow my end-users to create (and play) with their own views - it would complicate the whole user experience, but it would be great if and admin (or unrestricted agent) would be able to create a view that is visible to end-users. 

March 09, 2010 23:30
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Steven Bonisteel
webpaving

We were asked just today to have the "Request Date" and "Update Date" appear in the end-users' ticket view.  Customers didn't want to do it themselves, nor did they care for any other flexibility in their hands. So, allowing *us* to make those  customizations would be great.

March 10, 2010 10:18
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Bill Sapp

I don't understand the notion that giving end users some very reasonable options would complicate or confuse them.  I'll give you that it is very simple now, but giving them some control to display what view they would like to see their submitted tickets in will only add to the usefulness.  For those that do feel like the status quo is preferred, then let's at least put the settings in the hands of the administrator.  A few things I'd like to see in terms of end user control, above what is already mentioned...

  • Allow fields exposed for initial ticket creation to be editable on ticket update as well; setting to allow this controlled by administrator.
  • Allow end users that have the option enabled to view tickets submitted by others in the same organization, to also make comments on those tickets; setting to allow this controlled by administrator.
  • Allow the view for tickets submitted by others in same organization to be merged into the check existing requests view as a link to display that list; setting to allow this controlled by administrator.
  • If tickets by others in same organization cannot be merged into the check existing requests view, at least allow the tab to be given a different name than the Organization.
April 15, 2010 00:01
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Conrad Selle
Project CS Beta Testers

We really need the ability to customize the end-user views.  Although I agree having complete customer control and flexibility in them self-defining their views, if the performance hit is the issue, then can we make this at least Agent configurable?

It's almost ludacris to believe that every end user has the same reporting needs (across every one of Zendesk's customers?), and being able to at least add additional fields or customize sorting just like we can for agents would be a minimum requirement.  When could we expect something like?

May 03, 2010 10:47
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Corey Ganser
mindtouch

I'd like to add a +1 for being able to customize the view for end users.  We have a strict customized workflow and need to expose certain columns to the end users so they can see at a glance their support usage/status

May 07, 2010 14:26
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Leigh-Ann Scarratt
aspiretechnology

Yes, please, let's have the option to set up views for End Users, even if it's just the same view for "Open Requests" as you currently have for "Solved and Closed Requests" - the sooner the better please - my customers are chasing!!!

June 01, 2010 03:35
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Paul York
processtrack

Hi, I'd like to add a +1 to being able to customize our user end views too.

 

Our customers have asked just to see the task type field on their view so they can report on an adhoc basis what's a task v's what's been regarded as a bug.  If we could make fields visisble in this view that would be fantastic.

 

Thank you,

 

Paul.

June 15, 2010 03:44
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Stephen Haley

This is a frustrating forum string to read.  There is always a manager or account rep that resides on the customer side who would like status as to the resolved / closed to date tickets.  Not providing a quick editable view/report feature to users who have "view all tickets permissions" defeats the purpose of having an automated self-service ticketing system.  In addition, the lack of this functionality provides extra burden onto our staff to provide daily exports of this information to our client base.  This is yet another issue I have found with Zendesk.  I like the business model but not the limited zendesk functionality.  I hope a solution is forth coming so I don't  have to stand up a hosted solution on my own for my clients.  

July 13, 2010 14:41
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Jake Holman
Product Manager

Stephen, I'm not entirely sure what this has to do with the original feature request? This is specifically about views for end-users (end-users being your customers). Perhaps you could clarify a little for me?

July 14, 2010 01:37
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Victoria Aviles
broadcastupgrade

Hi, all -

We are evaluating implementing ZenDesk for our support team, and the layout of the "Open Requests" page is one major outstanding issues we're thinking through.  We often have clients with 15+ open requests, and having to scroll through the "bubble view" (as I call it) is very unfriendly.  I don't understand why a grid-view layout isn't availbale for "Open Requests", even though it's used on all other pages (past requests, etc).  I would even be okay with setting this across the board for all clients rather than it being a configuration option for each user/organization. 

I'm having a hard time envisioning rolling ZenDesk out to our clients without that functionality.

Any updates will be great!

Thanks,

Vicki

July 20, 2010 21:18
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Anton Marinov

Helllo,

I had a customer who has access to Organization-wide tickets. They were asking if they can get to see the date the ticket was requested, so that they can go through older issues and push where needed.

I saw some notes earlier to maybe allow the end users to create a couple of views or at least allow them to modify the existing view.

August 12, 2010 08:02
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Andrew Weesner

Yes, it would be nice to create custom views for end-users and not just agents.

August 27, 2010 10:30
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Paul Benn

My customers have said that the table view is much better, they see this if they are a Organisation admin, but hteir defult personal is list.

September 09, 2010 08:29
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Kumpula, Michael G

I agree this is a need not a want.

October 21, 2010 10:27
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Jake Holman
Product Manager

@Michael: could you perhaps add why it's a need, and not just a want? And what part is the need? 

October 22, 2010 15:01
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Kumpula, Michael G
some of my end users are managing requests within a particular group requiring the group manager to view them all and we ask them to rank them in priority. this can be very difficult with the default view.
October 22, 2010 15:39
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Sandrine Moreau
primatics

I agree this is a need, not a want. All of my customers have asked for a better view of their issues. It would be great to have the Zendesk admin be able to define the views for end users. It doesn't have to be organization specific. I'm sure a lot of us use custom fields. An example for me is the fact that when an end-user looks at their issues, they have to open each and every single ticket to see whether it's an issue, a bug or an enhancement request and see where it's at. So, basically my support guys end up pulling lists as agents to send to them

 

Thanks!

November 03, 2010 06:39
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Steve Rodgers

This is a requirement for our end-users.

I assumed this was a feature that we could customise but quite frustrated right now that it's not.

Customers want a simple tabular view, including custom fields, that they can print off to discuss in meetings.

November 15, 2010 17:13
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Phil Shackleton
Zendesk for iPad Beta
We need this! Dont understand why a table view for end users was not included. Have you tried viewing a large number of tickets as an end user? It's totally unmanageable. Please can you allow admins to set the views for end users a.s.a.p
November 17, 2010 15:22
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Jake Holman
Product Manager

@Phil: What do you consider as a large amount of tickets? Also, why are there are large amount of tickets open for any one end-user? I'm not disputing the need here at all, just gather some requirements.

November 17, 2010 15:31
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Phil Shackleton
Zendesk for iPad Beta

Thanks for the response Jake.

Ok, let me try and explain our issue. We are using Zendesk for general client support (we are a digital agency) and bug fixing of on-going client projects. The ticket concept works well and the workflow is great for bug tracking.

The issue we have is with a typical project the bug fixing can be lengthy. We develop in an agile format meaning we working in mini cycles but still, at any time one client may have 50+ tickets open. All related to different aspects of a project.

We have been able to customise Zendesk with custom fields i.e. we set-up tags in the admin side so we can sort tickets into projects and further still into release version.

The problem is we can not replicate this to our clients. Who, when they sign in are faced with a huge list of tickets. Worse still, they don't even get the table view!

I hope this explains the situation and why we feel this should be a standard feature. The actual function already exists as Agents get it - so we are puzzled why you've not carried this over to end users.

I think the simplest answers is add a "table view" for end users.

Better still, allow the Admin to determine this view by setting one "view" that all end users use. That way we could easily group tickets in this client view by a specific tag (i.e. project).

I hope you agree, that this feature would improve the general offering and help make the end user site more user friendly.

November 18, 2010 10:19
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Sandrine Moreau
primatics

I'm in the same situation as Phil. Software company with customers raising issues, bugs and enhancement requests. This means that at any given time, a customer can easily have nearly a hundred tickets open (especially with enhancement requests that take a while to be implemented). While we  did the same as Phil and have custom fields that allow us to filter within views...etc, we can not replicate this for our customers. Because the end user views are unusable we find ourselves having to export tables (as an agent) and send it to our customers. This is not an option going forward and the Zendesk admin should have the rights to modify the end users views to fit requirements. This should be standard feature and would be a huge relief for us. 

Just wanted to share what it seems we are all experiencing

November 18, 2010 12:47
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Phil Shackleton
Zendesk for iPad Beta
Seems to be a great deal of support for this feature. Would appreciate if this could be considered.
November 18, 2010 14:46
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Jake Holman
Product Manager

@Phil: As I think I said previously, we're not going to open up the ability for end-users being able to customize their views. 

However, this feature request seems to have morphed into something totally different. Looking at use cases from recent comments, it seems more like just being able to force set or have end-user optionally change the "bubble" view for open requests into a simple table view would be very beneficial. 

But I don't think we'll be opening up the ability to customize that end-user table view (such as adding or removing columns).

November 19, 2010 14:34
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Phil Shackleton
Zendesk for iPad Beta
Thanks Jake, Can't say I'm not disappointed - but yes I would be inclined to agree with the request here and being able to set/force or allow end users to view their tickets as a table rather than the bubbles would be a great improvement. How quick could this be implemented? That said, you would clearly please several users if you can allow Admin users to manage this "end user" view so we can customize the view order / grouping. Being able to group tickets via a custom tag and setting this for end user clients would make the system so much more user friendly - which is surely what we're all trying to achieve here. Much appreciate your help and I'm hoping you can work some magic here! :)
November 19, 2010 14:51
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Phil Shackleton
Zendesk for iPad Beta
Hi all, Been chatting to Jill about this request in Zendesk Support and understand this has been passed to the production team. Is it possible to have some indication if you intend to do this and if so how soon. This is a major concern for our clients and without it Zendesk becomes almost unusable for end users. We would be happy to look at this as "paid" work if it means we can get a resolution quickly. Thanks in advance
November 23, 2010 11:48
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Sally Coleman
contigo

We would also like the ability to create a view for our end users which provides a little more information than they get from the standard view.

November 29, 2010 08:27
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Matt Berridge

I too would like to see this feature to improve things for our clients who are managing 50+ tickets, currently difficult with the bubble view

November 29, 2010 08:45
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Jake Holman
Product Manager

@Sally: What more information do they need to know? Is this something they've requested themselves or something you feel they should have visibility on?

@Matt: Much like I asked Phil, could you please let me know the reason for your client managing 50+ open tickets? I'm not saying it's wrong, I just have to know use cases to put these things into action :)

@Phil: It is something I intend to do, but it's not something that's been given a timeline yet I'm afraid, I'm still gathering requirements as to how big of an issue this is for the base of users. We will never do the whole features for extra money thing by the way.

November 29, 2010 09:39
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Steven Bonisteel
webpaving
@Jake: We can end up with a lot of tickets open/visible to members of a user *organization* and we're a pretty small operation. With out primary customer, we have open tickets on a variety of projects with a variety of deadlines. Yet, when clients log, on sorting or grouping by date isn't even an option for them. Meanwhile, the "priority" field we don't really use is taking up real estate. For a client trying to visualize where we stand on tickets for multiple users across the organization, the oldest-to-newest sort without grouping makes for hard slogging.
November 29, 2010 10:03
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Sally Coleman
contigo

@Jake: It would be useful if the customer could see the fix release status in the list view (not Bubble view which several customers don't seem to like so avoid using). 

The customer can see that the Ticket is Pending but without going into the ticket they don't know if the ticket is pending with us or them.  This request has come from more than 1 customer.  Currently to make things easier for the customer I run reports & email them to the customer & then we run through them in meeting so that we are all looking at the same view.  This is a work around which isn't ideal & is time consuming.

November 30, 2010 02:39
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Dan Murphy

Yes  I have customers each with 30+ tickets open over a 3month period.

If they could

a) view the tickets in date order (or ticket order) and in table view 

or 

b) have a search facility like agents do 

this would make it very easy for them to look at the ticket they want without searching through pages of tickets. Our customers are in retail and we use it to keep them up to date on 'order fulfilment'.....currently it is a real headache for them to find a ticket when their customers ask for an update on the installation of their order. We are in the process of scaling up to supporting more retail stores and I can see this being a big issue in the near future. Otherwise zendesk is the perfect solution, its just when customers get up to 20+ tickets....then it gets to hard for the end customers to work with.

 

Looking forward to the solution.

December 04, 2010 22:24
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Dan Murphy

When will this feature be available?

 

Cheers

dan

December 09, 2010 01:02
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Phil Shackleton
Zendesk for iPad Beta

Hi Zendesk,

Come on, we've all be very patient here. There is loads of support for this feature. Don't understand the problem as it's something already part of the Agent view!

December 09, 2010 01:23
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Gidi Delayahu

Any news on this ZD? 

 

Thanks,

 

Gidi

December 09, 2010 02:34
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Paul York
processtrack

We've kind of given up waiting for this now :(  I've seen it in discussion for what feels like ages but it only seems to be "discussed" more and more, with no firm plans being drawn up.  It's a big shame

December 09, 2010 02:40
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Ben Hadden
tank

+1 for this request.  @Dan has our use case covered (30+ tickets waiting on response).

 

@Jake, it's not uncommon for our endusers to submit a flurry of feature requests which get queued up on our end and wait for a response over many months.  We need a way for them to see a long list of tickets (current and waiting) so they can more easily zero-in on the tickets that can be fixed now.  If you want a quick fix, it'd be nice to see JUST a list view of Open tickets instead of the cards.  If that were a toggle, that might take care of 70% of our issues.  

Cheers,

Ben

December 13, 2010 06:39
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Dan Murphy

Happy new year.

My customers are already complaining that they can't easily find the tickets they want to view. When will table view and search tool be available for end users?

 

Cheers

Dan

January 09, 2011 20:02
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Phil Shackleton
Zendesk for iPad Beta

Hi Jake - can you please give us all an update on this feature request. It's causing us so many issues to the point now we really have to make a decision whether or not Zendesk is suitable for our needs. The actual request is so straightforward and something you've already set-up for Admin users! Why oh why can this not be actioned?

January 13, 2011 15:18
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Jake Holman
Product Manager

Your end-users are now able to choose between the bubble/expanded/list view and a more compact/table view. The following video includes how this actually works: http://www.youtube.com/watch?v=6HDdwp-TQiE

Note that, as of yet, there is not a way for admins to control which is the default. This will likely come, but there is some engineering efforts that need completing before we implement the setting. 

@Steven: With the compact view they can now sort on fields. However, I am not sure it completely covers your use case yet.

@Sally: I noted you said, "The customer can see that the Ticket is Pending but without going into the ticket they don't know if the ticket is pending with us or them." this isn't how we intended the pending status to be used. Pending should only ever be used when you (the helpdesk) are waiting for a response from the requester. When the ticket is pending, Zendesk actually visually prompts them to respond. 

@Dan: Happy to say with the new compact view they can indeed sort by date in table view. Searching is going to take longer unfortunately. 

@Ben: I certainly feel your pain. We used to also accept feature requests via tickets, and end-users too had to wait for some time to get a response (especially if they wanted the ticket open until we implemented their request, if we ever did). As a result, we've started asking customers to contribute to the open feature requests forum, where their ideas can more easily be heard and they don't have to cluster their own tickets view. 

January 17, 2011 16:45
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Victoria Aviles
broadcastupgrade

Just tried this on our instance, and it is EXACTLY what I was looking for.  Thanks ZenDesk!

January 18, 2011 08:34
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Dan Murphy

Likewise. really like it! thanks!!

January 18, 2011 17:22
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Gernot Hoffmann
ghsoft

Dear all,

because I'm a newbie (and still in the trial phase), my comment may stay not at the right position here.

I also wouldn't allow the end users to customize their interface. But I would appreciate the opportunity to make a custom ticket field visible for them (e.g. via checkbox 'Show in end users views'). As one of my biggest customers is divided into many divisions with a lot of different projects, this would help me to organize the tickets for end users with global access to the organization.

Anyway, the new table view is a great enhancement!

Have a great day!

February 10, 2011 02:51
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Gernot Hoffmann
ghsoft

Just to specify my comment above: I know that I can show a custom field within the submission form. But those fields are not visible in the end user views.

February 10, 2011 02:57
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Phil Shackleton
Zendesk for iPad Beta

@Gernot - totally agree with this comment. If it was only possible for these custom fields to also be shown in the table tickets could be re-ordered by these custom fields. Would make life so much easier for our customers!

 

That's +1.

 

@Jake - any thoughts?

February 10, 2011 03:30
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Paul York
processtrack

that's the one we've been waiting for too!

 

+1

February 10, 2011 03:33
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Jake Holman
Product Manager

As stated previously, there are no immediate plans to offer customisability on the end-user view. This includes the ability to surface custom fields in the table view. 

This will be revisited, but unfortunately it's unlikely to be until Q3 of 2011.

February 13, 2011 15:13
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Victoria Aviles
broadcastupgrade

One more question on this.  The table view is good for what we need, but I don't see a way of allowing the end-user to export that view.  Many of our clients have 100+ tickets opened with us over a few month period, and it woudl be really helpful to allow an export to CSV from any table screen for end-users.  Is this in the works?

March 11, 2011 09:33
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Вадим Лебедевич

i need to have function to custom user tickets view too.

wait until Q3 too long 

what about change plan?

March 17, 2011 00:43
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Phil Shackleton
Zendesk for iPad Beta

Hi guys, glad to hear someone else is also requesting this issue is addressed!

March 17, 2011 01:51
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Yassine Ilmi
heliostrade

Hi All,

So sorry it is not customizable even from admin view.

@Jake : I'm in the same situation as Phil and Michael. We use our system for kind of bug tracking, performance is secondary for that kind of view, our customers really need to get the info. At least could you propose an export, it could be for us an good workaround.

The customer get the CSV with all fields info for his entity tickets (really near from CSV export from admin side). This let him follow everything through Excel.

Is it possible to schedule a daily CSV extract ?

Thanks for your interest and work mate

March 22, 2011 16:00
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Mario

Zendesk,

As a new agent/admon I'm glad to hear some of what I want has already implemented. This may have already been covered in the post somewhere...

Our clients want to be able to browse all their past tickets. Some of the responses to their questions form a knowledge base for them. It seems that once a ticket is solved or closed the end user can no longer see them. Is that the case? If so, what is the best course of action for me - convert important exchanges into forum posts for a private forum?

April 19, 2011 12:05
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Jake Holman
Product Manager

@Mario: No, it's just that the path to find those older tickets isn't obvious - something we're aware of and would like to improve. 

When looking at their list of open tickets, there is a link on the right which says something along the lines of "See previously solved/closed tickets".

April 28, 2011 12:52
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Shabnam Ghomshei
orbussoftware

Hi Jake,

We need to be able to display a custom field we have created in the view available to customers. This is the view of all their tickets

Reason some customers have many open and pending incidents

why: as we are a software company and many bugs reported by our customers are not fixed imediately and have a substatus of e.g. status= open, substatus = bug is undergoing testing or deferred to a later release

therefore not all incidents logged will be resolved fast as some more complex bugs take more time to fix.

We want the view to be more meaningful and include the substatus (this is a custom field) as this will allow them to see  meaningful information instead of open and pending which could mean so many different things. It currently requires customer to click on the incident to see whats actually going on and this is not good enough for our customers especially those that have over 60 open pending requests.

I hope I have provided all the info you need about why we need this. If zendesk allows us to control what we see in the list views e.g. custom fields, tre must be a way to get some of these fields available for the customer view.

Is there a way we could develop this or do this our self via our development team as I know you dont offer it as a part zendesk? We really need this as our customers have said the view available is just not informative enough for them.

 

Thanks

 

Shabnam 

May 12, 2011 03:32
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Sandrine Moreau
primatics

Good morning,

I have the exact same problem as Shabnam. We're a software company with outstanding bugs and enhancement requests, and customers can not make the distinction on the view they have. We need the possibility to modify the customer view the same way we customize agents views so that we can add custom fields that we use.

 

Thanks

May 12, 2011 05:35
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Phil Shackleton
Zendesk for iPad Beta

I've been on this list for a while now asking for the same thing. More and more of our clients are incredibly frustrated that they can't organise their tickets. We've even had to resort to paying for a user account for one client so they can use Zendesk like an agent and create their own view.

 

Come on guys!

May 12, 2011 05:37
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Shabnam Ghomshei
orbussoftware

I find it very hard to understand why this cannot be done. this should be a priority feature

1- customers cannot sort their list (view) by date, priority etc pretty much anything they want

2- customers cannot see additional fields we have created - the whole point of including these fields is to customise zendesk to our needs and most importantly our customers needs (it looks like focus is mainly on agents not customers and this should be the other way round)

The whole point of zendesk and why we opted for the solution was because it is customizable, and this should be for our customers benefit mainly as they are the ones we must make happy.

This is a major feature and it does not look like it would be that difficult to fix. paying for customers to have access as agents is just unacceptable.

 

Shabnam

May 12, 2011 05:56
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Nick Pieters

Agree with Shanam, the info is in there, it's just a matter of showing this on the frontpage...

May 17, 2011 12:31
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Jjc

Hello I agree with most of the comments. For internal use we can customize properly our views but we cannot change any views for the end-users. They are complaining that they cannot follow up accurately status of open issues. Not all issues can be solved in a few hours/days or even weeks. But they need to keep track why a ticket is still open or pending. We've added some customized fields for our tickets but end-users cannot see those fields in their views. The result is that we need to give to many (manual) status updates of the open issues.

Greetz,

 

JJ

June 10, 2011 02:38
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Jason Sawyer

The lack of customizable views for end users is the only negative feedback that we've received on Zendesk from our customers so far. If you guys could implement this our customers would be very happy. (And when my customers are happy, I'm happy.)

If there's a beta planned I'd love to participate!

 

-Jason

Director of Services, Sonian Inc.

July 05, 2011 06:30
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Kira
livemocha

I'd like to be able to customize the fields displayed in the table view that my end-users see when they look at the shared tickets from their organizations.

As Jake mentioned, it would be too confusing to allow end-users to customize their own views, so that's definitely not what I'm asking for. I'm just asking to be able to customize their view of tickets the same way I customize agent ticket views. Specifically, I'd like to add the requested date to the "Open tickets" view so end-users can sort through lots of tickets in a way that makes sense to them. I think our end-users are more likely to think in terms of specific dates than in terms of ID numbers.

Thanks Zendesk!

July 11, 2011 17:43
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James Rosen
Zendesk

Some of the people on this thread have mentioned that they would like to surface the end-user-visible custom fields in the end-user's requests view. One possibility (no promises here!) would be for us to *always* show *all* fields visible to the end-user in the table view. If you want to hide some of them, you can use custom CSS to do so. This solution isn't ideal, though, for help desks that want to maintain the status quo, since it means they have to add some CSS to hide fields that don't show now. Of course, we could add a setting along the lines of "Fields in end-user requests table: Essentials / Everything" and have "Essentials" be the default. Every such setting, though, makes Zendesk a *little* harder to set up.

The other obvious option would be to have an "End User" view that is configured much like the agent views. It would have the drag-and-drop interface for selecting which columns to show in which order. While this could work, I think it is the wrong solution for two reasons. First, it is slower to render such a view than it is to render the one-size-fits-all table we do now and speed is extremely important to end-users at every step of the support process. Second, as above, more configuration options means it's harder to get started using Zendesk.

I'm not saying there are no wins to be had here. I'm just trying to figure out the most important parts of the feature so we know where we have to make tradeoffs.

August 06, 2011 22:02
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Grant Kurtz
dattoinc

James,

The CSS solution sounds like it would get the job done, but it does not work well as a "default option".  It would be nice if by default the current limited view were presented, that way we in development could play with the CSS styling until we get the desired result, which could take some time.  Ideally, we would like a sandbox or a "preview" button that would allow us to test our changes before applying them to the actual view the user sees.

Mind you, this isn't a very good solution, as a simpler one would be to allow Admins/Agents just define custom user views.  This would require the least headaches, and wouldn't surprise the user in the future when a new field is added that should have been hidden, but wasn't because the CSS was out of date. This leads to inflexibility as now all changes to ZenDesk must go through the company's development team to make sure nothing will be affected for the end-user. Being able to create custom user views would eliminate all these problems.

 

August 09, 2011 14:02
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Erinn Taylor
Yes, very frustrating. All we want to do is re-order our internal organization view of tickets. The fields are useless. I've now spent 5-6 hours and a helpdesk ticket that only got me here. All other report views are easy and nice to configure. Should be the same here. You can see in the attached. We don't status, they are all open in the report. We created our own variable called 'due', which would provide the internal users who sent in requests a much more useful view. This feature is for cross company collaboration only, yet the interface is so rigid.
August 25, 2011 13:44
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Andy Gambles
aguk
I would like to be able to set the end user ticket view to grid and include recently solved and closed tickets. I have customers now who log in to Zendesk and ask "Where has my ticket gone?" it is not obvious they have to click the extra link to see tickets we marked as solved. If this was presented in a grid form with open/Pending/Solved/Closed blocks on a single page it would be much more user friendly (and just about how every other ticket software shows tickets).
August 26, 2011 13:22
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Todd Morrill

Key features I want for my web services business...

  • You can assign tickets to clients :) Tickets == tasks.
  • So client can also get tasks from the customer.
  • Organize tickets by release version
  • Extend status's, "open, accepted, blocked - needs clarification, blocked - waiting on third party, blocked - misc, in progress, pending approval from QA team, client approved :)
I think some of us should get together and pool some money together to build an extended client facing zendesk. I can volunteer my time as a project manager, but we need some cash to pay developers..... anyone interested in pitching in? contact me @ http://toddmorrill.com.

:)
October 05, 2011 18:21
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Mark Haller
logicspot

Hi all

 

Just bringing this back on-topic.  We're a digital agency / software development company in the UK, and have the same requests as above, namely I need two of my custom fields to show to all my customers.  This is not a want - we had a call a few days ago with 2 from the client and 2 from my business discussing priority of support tickets.  We then added a number to the "priority" custom field we had for all the tickets ... and sure enough, only us internally can see this but not our client.

 

I've got a £Xm client paying good money for support, and 3 developers staffed full-time on providing kick-ass support for them -yet I cannot let them see the priority of their own tickets?

I realise we're over a year down on this, and you're wanting use cases to get this into build, then beta, then production.  My use case is simple - let me add one or two custom fields to my user view AT THE EXPENSE of anything else.  My priority is to show ticket priority.

If that means the view slows down by 3 seconds or 5 seconds, that's perfect.

CSS hiding is not a valid solution - you've got 6 extra, large custom fields and a big table displaying, then the data is still dragged down to the client, over the network, served up from your servers, so still slow and then client rendering of CSS to hide columns is done at the last moment.

Saying this would slow things down for all Zendesk users doesn't stop development but leads to more creative ideas - like why not have 2 types of view to users?  Default type is "out of the box standard view" - which is the same as today, can be deployed tomorrow and would be the default to all current Zendesk customers worldwide.   And then if an admin so chooses the "customised user view" - they know the impact, and can customise away.

I think this is a viable solution.  Any takers (including Zendesk peeps) ?  :-)

October 19, 2011 08:31
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Toan
searsms

While end users are able to sort ticket views from their organization, they would like the ability or option to save it (e.g. By Ticket ID from most recent to oldest) as their default.

November 03, 2011 12:49
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Alun Carp
abiquo

Being able to customise the ticket view for end-user/organisation tickets is a must have for us too. I would like to be able to add some extra columns and maybe change the sort order. This will only ever be done by admins and we would want all customers to get the same view. Basically, we want to define the view that our customers get.

The latest request for this came in this week on the back of a very busy time with one of our principal customers, they appreciate being able to see all tickets for their organization but want to be able to see the Severity associate with the tickets and have them sorted by Severity (we use a custom Severity field rather than the priority as we cannot change the labels on these system fields - but that's a different issue).

November 30, 2011 01:29
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Anthony Carter
pentaho

Strangely, in enterprise, it is possible to enable Views for end-users by setting the widget to all logged in users.  However, when an end-user clicks on anything here a very friendly "You don't have access to this) appears....

Lovely.

December 05, 2011 10:12
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Joe Pacilio
emergingsoft

Zendesk,

If more use-cases are still needed, this is where we stand:

We run a software company.  Our customers use the Zendesk tool to report issues.  If an issue is deemed an actual "bug," we have to schedule the item to be fixed in a certain release.  However, our customers do not want to close a ticket until the problem is corrected, so they want the ticket open (this also allows us to provide any feedback after a build is released or if there are any issues along the way).  When an end-user goes into Zendesk, they have no idea what items are scheduled, what items are still, actually open and get very frustrated.  I've tried manually modifying the subject lines with "SCHEDULED" as a workaround, but there isn't enough room to display the current subject with an extra word (at least not consistently).  

We really, REALLY need the ability for an admin to customize the end-user's view.  All we'd want to add is one or two custom fields, which sounds simpler than it is, trust me, I do know that.  But this is something that is being cried for by our customers!

Hopefully this doesn't fall on deaf ears

December 28, 2011 10:03
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Wen-Jin Koh
Hitron Technologies

My company just implemented Zendesk for our customers to use as a bug reporting/tracking system one week ago and we already received request to have reporting ability as well as customizing view (by agent for endusers, not by endusers themselves) on enduser page. Glad to know they are already on the wish-list, here is my +1.

January 31, 2012 02:14
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Jan Uffels
VanMeijel

Hi there, 

We are a software company, and using Zendesk for our customers since jan 1 2012. Our end-users complain about the fact we were not be able to offer more fields (custom / standard) in their views.

The end-users have to report to their managers.

i.e. priority, type and the possibility to export their view to csv file.

 

Can you give me an update when planned?

February 13, 2012 02:14
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Torben Schou

Hi there,

I can only agree with many of the others that have written here.

As we are able to create end-user request forms with costumer fields we should also be able to design how these fields should/could be presented in their over view (list/table)

Does there exists a plan for this - if not please put it high on your list

February 22, 2012 04:58
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Jean-Marc Massou

Just my two cents, i need one field more on the client side list view : moreover on the organisation list view :

group

On the ticket view, it's ok, on the list view, not visible, on the API (request) not visible.

I don't understood why this field is hidden for the end-user.

I understand that in a b2c, fews tickets have to  been managed by the end-user.

But in b2b, the end-user manage the tickets of the others users of his company, so it is important for him to know what group of the support team is holding it... just to say "hey guy's don"t forget this ticket in front-office put it to back-office :!)

But if he had to open all the ticket to know, ouch : this one is not in group B but in group A ... he will finish by buying a ZD account to make ticket sharring ! (and this won't be a bad idea :!)

March 06, 2012 16:38
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Jason Lloyd
isams

+1  for me too.  

Zendesk - are there any plans for this?

March 07, 2012 05:37
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Krista
cloudera

+1 We have a custom field for priority which we need to show in the end customer view. Without the ability to modify the default view, our customers are unable to see priority unless they open the ticket. We also have had requests from our customers to reorder tickets from newest to oldest. allowing them to sort their view to their liking and save that preference would be great.

March 23, 2012 08:39
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Paul York
processtrack

Nearly 4 years later and Zendesk haven't addressed this issue one bit - it's pretty disappointing that this has been around so long and as paying customers we're no way futher forward

:(

March 23, 2012 09:05
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Ross Overstreet
overgroup

Very much in need of this as well.  We are a software company and our largest clients can have 40-50 tickets for professional services, support, training, enhancements, and more.  It is overwhelming for these clients to view all open tickets in a jumbled list without the ability to view more details in the table view.  

We would be very happy with the ability to add/remove columns to the end-user view - we don't need it to be different by organization nor would we want/need our clients to customize it / create their own view.  Our hope is make changes to the default view that is standardized across all of our client organizations.

March 29, 2012 03:36
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Eltrino Team
eltrino

+1 to this request. We added a dirty work around for this (only showing field without ability to filter or sort by field). Looking to improve it a bit bc customer wants to have full control but this cost us some time :(

April 26, 2012 03:36
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Joris Wynendaele
adamsoftware

+1 and @Eltrino Team would you be willing to share this workaround? I'm searching to do exactly the same thing. Thanks!

May 02, 2012 09:50
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Tas
decisiveas

We urgently need the end-user CSV export.

May 24, 2012 06:12
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Neil Harrison
ostarasystems

We are generally very happy with the product but Jake did say "As stated previously, there are no immediate plans to offer customisability on the end-user view. Thisincludes the ability to surface custom fields in the table view. 

This will be revisited, but unfortunately it's unlikely to be until Q3 of 2011.

February 13, 2011 03:13 pm"
We are now in May 2012. Is this likely any time soon as it does affect the end user experience when we talk about all the custom fields of data we hold but cant show them!!!
May 28, 2012 15:11
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Daisy Fischlein Steffensen

We too are in need customisability on the end-user view. This is a critical issue, because our customers need a overview of their tickets and we custom, that doesn't involves them to click each ticket to see the real status of the ticket.

I find it disappointing that a feature this basic isn't a part of the product. This means we need to find another ticket system than zendesk, if this doesn't becomes a part of the product in the near future.

June 08, 2012 03:04
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Sandrine Moreau
primatics

Completely agree with Ross. We are a software company too and this is becoming a burden on my agents who have to pull the lists for our customers because the view available to them is not usable (you need to enter each ticket to know if it's a bug, enhancement, issue, ...etc).

I am currently considering changing product at this time because this is real need and I can't afford to have agents spending too much time pulling lists. I really want something customer friendly for my customers, provided that my customer list is growing!

June 08, 2012 05:14
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Martin Lögdberg

This would be great! Especially the part with custom views for end user. That would be of great value!

June 28, 2012 08:43
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Robert House
picsolvehelp

Any news Zendesk?

July 12, 2012 02:53
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Jake Holman
Product Manager

Hey guys,

Sorry I've not been back with an update for a while. Unfortunately we still have no plans to implement customized end-user views. However, this topic is becoming more and more popular, and if that keeps up I'm sure we'll be revisiting this.

July 13, 2012 08:56
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Eli Blankers
accelitec

Defnitely think this should happen. 

Not user-organized, but agent-organized.  We need to be able to give the customers more options in what they can see and how they can see it. 

request dates, most recent reply dates, maybe even by assignee?  There are definitely a variety of view (as many as 5, as few as 3) that would absolutely change the organization and helpfulness of Helpdesk for each and every one of our clients.

July 18, 2012 15:32