Add categories (subviews, dropdown view) function to Views
Gepostet 09. Feb. 2021
PLEASE VOTE IF YOU NEED CATEGORIES (SUBVIEWS, DROPDOWN VIEW IN VIEWS
Currently, the first 12 shared views are accessible in the Views list. Which might not be enough if you need more subviews/categories.
I will provide examples of the categorized Views and then explain the benefits of it.
Examples of the categorized Views
In our case, we have multiple brands added to Zendesk.
Each brand has different categorized Views, based on:
- Channels
- Language
- Topic (usually filtered by tags which work on particular keywords)
- Help Center submit forms
These first-level categories can be also categorised in their subcategories. For instance, Topic can be categorized in:
- Access issues
- Subscriptions
- Refunds
This is how our Views look in one of the apps from the marketplace (14 brands are connected here):
Depending on the product, the brand View might have multiple subfolders within it.
This is how our View of the categorized brand looks like:
So, here one brand View has multiple categories with 4 depth category levels.
Why is it beneficial to categorize?
- It helps to onboard agents faster when you allow them to start familiarizing with the product by topic;
- Some products have agents who work only with one topic, thus helping to improve efficiency.
- It helps to analyze tickets from the help centre easier when we can dedicate agents to work only with the tickets from the help centre.
- It helps to categorize tickets by issues, which require special attention from more experienced agents.
- Categorization by language also allows choosing the agents with skills needed for the language or the specification of the market.
- Agents can migrate to provide help to other products based on category.
Since Zendesk has a categorization option for macros with :: which allows creating multiple category depth levels, the same functionality could be implemented for subviews option.
Additional to it, the same function of ordering (as trigger categories) could be used in Views too. 
p.s.
We, of course, could use the third-party app but currently, it lags, has quite many glitches and not everything gets along with Zendesk (has not enough consistency).
Let's see how many of us need it, give a vote if you feel a lack of it.
Thank you!
195
106 Kommentare
Salvador Vazquez
Hello all,
Thank you again for sharing these great use cases and continuing to share the needs. We are working on this and will be rolling out incremental changes to get you the native side panel experience you all need.
I have an update on this comment as well. But in short we are increasing the limit from 12 shared and 8 personal to 30 shared and 10 personal in Q3 of 2023 and in 2024 will have more rollouts in the side panel experience that will continue to enhance the experience natively. I look forward to the continued collaboration so we can create a great experience together.
-1
Jordan Moore
FYI, Zendesk...138 people voted on this. What was the point of asking people to vote on this if there was no intent on implementation? Turn on categories and nesting.
2
Jordan Moore
Mark Pinfold appreciate the suggestion. We're already using Lovely Views...it works, But we we're just fed up with having to constantly buy some third party app to accomplish what honestly should just be native to Zendesk. We're spending about $20k extra for functionalities that supposedly Zendesk claimed were in their enterprise product. Not true at all. We're about to shuck out another $4,000 for trying to get NPS and CSATs implemented...which requires customer lists...a feature that once was free in the enterprise option. But now ZD charges for the feature....and then you have to turn around and buy a subscription to a survey product on top of that.
0
Mark Pinfold
EJ, Jordan Moore
See below link. I recently engaged with this.
Works a treat for my needs, may work for you.
https://www.zendesk.com/au/marketplace/apps/support/908888/zenviews/
0
Jordan Moore
EJ they are neverrrr going to implement this enhancement. We've been begging for it. So long as Zendesk has become comfortable with subsidizing development to their third party marketplace, they have basically quit implementing any requests. They recently said they're expanding their views to a measly 30. We have 100+ views that need to be nested to manage our assigned group ticket traffic. We're beginning to shop for another ticketing system.
0
EJ
It's been 3 years now - still no improvements to the limited views?
1
Daniel Heard
There isn't an update to this specifically but the views limitation thread has an update: https://support.zendesk.com/hc/en-us/community/posts/4409217537050-Views-limitation
0
Jordan Moore
Is this ever going to show up on the roadmap? We're paying for a third party app for a feature that SHOULD have been native in ZD from day one. We have 100+ views that are all necessary (especially when you have multiple assignee groups). This has been one of the most frustrating limitations in ZD. People have been asking for this for YEARS. Put it on the road map already.
2
Support team
+1
When will this be available?
0
Haroon Rashid
Waiting for an update on this?
1
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