views should include the condition "subject"

35 Kommentare

  • Terry Knox

    Huge +1 from us! We have a number of views that search for certain key terms ("Complaint" for example) and it's not uncommon for a customer to put that term in the subject line, but not in the body of the original comment. 

    3
  • Travis Ferguson

    This has been a request since 2009...  https://support.zendesk.com/entries/47193-Need-Subject-line-condition-for-browse-views

    4
  • Jonathan March
    Community Moderator

    Definitely; shocking to have the need (in a big way actually) recently and discover that it is not possible (yes, I read the trigger workaround etc, and perhaps one could also do an automation if it's too late for a trigger, but that doesn't have the needed flexibility and experimentability.) Thanks.

    5
  • Ian Gifford

    This. We recently sent out an email that elicited quite a bit of noise back into our helpdesk by way of direct replies. This was intentional, but we were having troubles sorting them all out inside of a view.

    There is currently an option to conditionally pull tickets into a view based on full or partial search terms within the ticket description. I agree it would be insanely helpful to have this same logic to filter view results but subject line. 

    3
  • Jake

    Yeah, how is this not included? This seems like a no-brainer. Is there any kind of workaround?

    6
  • Liz Rosen

    +100

    5
  • Hannah Beard

    Adding my vote - this is a feature that seems arbitrary to exclude.

    5
  • Dan Ross
    Community Moderator

    Yes please!

    3
  • Jonathan March
    Community Moderator

    Pinging this. Just needed it, assumed that it was long-since available, and was flabbergasted to see that it's not yet.

    5
  • Heather Rommel
    Community Moderator

    Was just thinking --- could there be a function that we can use similar to typing #requester (email address) when forwarding an email in to the system? 

    Perhaps #appendtoticket 99999

    And if it is from an agent or a customer or a CC on that particular ticket, you add it to the ticket. If not, you boot it into a new ticket as normal.

    Is that do-able?

    0
  • Charles Bullough

    Is this a screenshot of exactly what we are looking for: https://support.zendesk.com/hc/en-us/articles/227169708-Filtering-Views-by-ticket-subject

    Or is this a different part of the product?

    0
  • Kevin Ginger

    So dumb this doesn't exist. Work around is a trigger to tag the ticket if “subject contains” and then make the view condition with that tag. 

    2
  • Nicole S.
    Zendesk Community Team

    Thanks for sharing that workaround, Robert. 

    Also we are trying to focus all views-related conversation in this thread: 

    How do you use views? 

    I encourage you all to add your comments to that conversation. I've also flagged this thread for the PM working on the views project. 

    -3
  • Milo Convery

    Hello, 

     

    The above thread is now closed for comments. 

    Is this soon going to be option to filter views by subject? I had always assumed you can until I have just tried to do it. This makes no sense to me, a subject is normally something repetitive (or contains a reptitive keyword, i.e. Review) but the description really varies per user? 

    Is this going to be added as a function soon? 

    Thanks, Milo 

    2
  • Nicole S.
    Zendesk Community Team

    Hi Milo - 

    We haven't made any commitment to allow filtering of views by subject. We are reworking them, and should we decide to add conditions, the subject would be at the top of the list. However, we're looking at alternative ways to identify trends and topics in views, so we can't say yet how exactly this will roll out. 

    -3
  • Walden Leverich

    We're absolutely a +1 on this request too. Just went live with ZenDesk on a migration from JIRA and hadn't even considered that we'd be unable to filter on the Subject of a ticket. :-(

    3
  • Alan Wellstead

    I don't understand why this is not already a feature. We MUST have a way to sort/filter ticket history by different Subjects in a view.

    3
  • Kate Styer

    This comes up regularly for us and the need to create triggers that create tags is a hack.

    3
  • Bryan Matias

    +1, also run into this limitation frequently where filtering by subject is the best way to create certain views.

    3
  • Nico Chart

    +1 from my team too

    4
  • Chris Orlando

    +1

    3
  • Lenka Vostradovska

    Hello, can you please tell me, how far is the solution? As I can see there are many demands to have this filter by "subject" - since 2009! For us is it also very important - our customer mention the importancy in the subject line - now we didn´t have the possibility to solve these tickets. Please, let me know. Thank you

    5
  • Nicole S.
    Zendesk Community Team

    Hi Lenka -

    We don't yet have a commitment from the product team on this request, so there is no ETA for us to share.

    -5
  • Grzegorz Ksiazek

    It's really poor from Zendesk functionality perspective that we can't use ticket subject for Views and at the same time subject is not included in description. This is absolute basic type of filtering and 7 years of waiting.

    C'mon 7 year for such a basic thing!!!

    3
  • Chris Hobbs

    Yes, I completely agree with everyone's comments here. This should be Out of the Box, and it is still 7  years for this Feature Request to be implemented.  What has to be done to get this a prioritized and fixed?

    2
  • Casper Wagenaar

    +1 on this subject,

    The fact that we can't use ticket subject for Views and at the same time subject is not included in description is hampering our productivity as well.

    What are the arguments for Zendesk to not pursue this feature? After more than a decade of requests?

    2
  • Sriram Prakash

    Definite +1 from me.  I am having to tag the subject line and then create a view based on the text in the tag.  It would be much better and cleaner to have Ticket::Subject like the other items.

    1
  • Seneca Spurling

    I just discovered this issue and am aghast that it's been requested for this long, by so many people, and still hasn't been provided. Could Zendesk at least explain why this is "hard" or "undesirable" in some way, so that it at least makes some sense to us that it hasn't been implemented? 

    The workaround to use tags is not ideal for us. I don't want agents creating tags. I just want agents to be able to create personal views and filter on text in the subject. 

    For example, when we send out notifications of a new build release, we email each user that has a tag indicating they wish to receive that notification. This is done by opening a ticket for the user. That way if they reply, we always have the full history of what they received/what they are replying to, even if they edit it out of or mangle their reply. These tickets all have a specific Subject line, but their Description content varies based on a number of things and contains terms and phrases that would be found in other tickets as well, and the sender varies as well. The Subject is the easiest and best thing to filter on. 

    1

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