Views limitation

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137 Kommentare

  • Offizieller Kommentar
    Salvador Vazquez
    Zendesk Product Manager

    Hello all,

    Thank you all for continuing to provide great insights and feedback. We have been hard at work to make this increase happen and already working on the next phases to better organize your views. Starting the end of this week we will start to rollout changes that will allow you to see up to 30 shared views and 10 personal views on the side panel. Please refer to these announcements for more information. Looking forward to your feedback on the next phases as well. 

    https://support.zendesk.com/hc/en-us/articles/6059161161498

    https://support.zendesk.com/hc/en-us/community/posts/6162954713114

  • Salvador Vazquez
    Zendesk Product Manager

    Hi everyone, 


    First, I’d like to thank everyone who has provided feedback in this and other conversations throughout this community on Views. While I know sometimes there are lags in our ability to respond, we do read everything and find your comments informative and helpful. This is clearly an area of the product many people feel strongly about. 

     

    Views was originally built to be a quick and easy way to pull a list of tickets based on conditions, much like a saved search filter. When it was built, most agents didn’t work off of more than 5 views, so 20 was thought to be plenty. Obviously, as workflows have become more complex and businesses have grown, this hasn’t scaled well. 

     

    Clearly the limit of 12 views is something that has to change, and we can confirm that this is something we are working on. Before we can increase the number of views, however, there is significant backend complexity that needs to be dealt with. Once we are able to complete the required infrastructure work, then increasing views will become a relatively simple and quick UI fix.

    We are in the process of updating the infrastructure and backend in order to have a more flexible Views platform that can cater to complex needs of our customers. This work is crucial and needed before we make the UI modifications but it is  also complex and will take time.

    Our ultimate goal is to provide easy access to more than 20 Views in the Views side panel, as well as adding categorization to help you organize your Views. 


    I know a lot of you have been waiting years to see this happen, and I want to be fully transparent - we still have a lot to do before we will be able to roll this out. I don’t expect this functionality to be completed for many months yet.


    We will continue to provide updates as we are able. Thank you for your feedback, for your patience, and for being active members of the Zendesk Community.

    16
  • Traci Lamm

    Chiming in here too.  As a long time user (4 time implementing Zendesk) I still do not understand why this is limited.  There is obvious space in the right side bar.  And the fact that the recommendation is to use a 3rd party is silly.  This is a basic Zendesk function and shouldn't need a 3rd party to solve it.  Especially when those 3rd parties want to be paid for it and have outdated security protocols.

    Come on Zendesk!  I know you can handle this very much needed change.

    15
  • olivier

    Agree, the 12 views limit does not make sense.

    Could be worked around using nesting views that could be expanded:

    "Sales" could have 5 sub views, that could be showed or hidden in one click for example

    14
  • Karen D Snyder

    Yes, this limit should be configurable. There is room for more than 12 views. An agent came to me last week asking why he couldn't see a newly created shared view, and it was because of this limit. He had to coordinate with other agents in the groups that he belonged to in order to decide which views to deactivate so that he would be able to see the new view.

    12
  • Eric Goff

    Chiming in to also express interest in this change! My organization is having a hard time shuffling our views, and we would greatly appreciate having more visible on this screen!

     

    6
  • Dean

    I don't understand why we can't just have all views visible at all times, if we so choose. "Invisible views" is an oxymoron. I have views for different groups and each group has views for their individual statuses. If there absolutely must be a limit to how many views are visible at once, I would put that number somewhere around 30. But again, I don't understand why this is limited at all.

    6
  • Sam

    Hi Salvador Vazquez! Is there any update on the Views functionality? It has been a while since the last one, and lots of us are very eager to hear news about what we might all see from Views!

    6
  • Nathan Purcell

    Can we at least have an _blank added to the "Open" button when on "/admin/workspaces/agent-workspace/views" so they open in a new tab? (or better yet, stop ignoring the native browser cmd/ctrl+click function). 

    If you're forcing the views to overflow at least make it easier to open those we can't access directly. 

    Currently, if I want to open three views that aren't up front I need three tabs, go to admin, go to views, find view, click open.

    6
  • Karl Maamets

    12 views really isn't enough for a growing company, a scrollables list would be better in my opinion.

    Hope there will be an update soon.

    Hopefully before 2023...

    6
  • Administration Account
    I have described the View categorization (subviews, dropdown view) in detail and explained the benefits of it.
     
    Please visit my article (below) and vote for it if you think that it would be beneficial for you too!
    5
  • Marvin Gage

    The view limit is utter ridiculous and most likely next year we will move to another product due to all we ever hear is we are working on it.. Which they DEFINTELY ARE NOT or it would of been done a long time ago.  It's impossible to keep working like this Zendesk has so many limitations and they never update anything when it comes down to it.  

    Seems they just keep stringing clients along and will wait to they lose a lot of clients than say hey maybe we should be developing the product further.  All they seem to be working on in almost all the change log is add on features.  We need functionality features worked on not new features.  

    5
  • CJ Johnson

    Over a year ago this was marked "Planned" but there's been no updates at all from Zendesk in this time in the thread. Is this still planned? It is incredibly frustrating to see that even requests with over 100 upvotes getting ignored by Zendesk with no responses or updates. It definitely doesn't make me feel like filing feature requests is a good use of my time. 

    5
  • Peter

    Unbelievable that this has never been addressed.

    Pretty pathetic.  Why can't have configure which Views each Group gets to see--as many or few as I want for each group?     

    Can't be that hard to code.

    Until then, Zendesk will not be a product that I recommend.

    5
  • Jacob the Moderator
    Community Moderator
    Zendesk Luminary

    Hey Yosef Cohen - I just wanted to take a moment to applaud you! 
    You created an app that solves a major pain point that many Zendesk users struggle with. And doing it for the cost of nothing! You and the team deserve all the praise and recognition for your work.
    I haven't used the app yet, but look forward to trying it out.

    5
  • Darcy Bromling

    i would also like this. 

    4
  • Sean McKeever

    I agree with everything said here by the other users.  I feel that views as a whole need a total revamp, but starting here would help solve a very annoying issue for new and existing users. 

    4
  • Amber Barnes

    Yes please help us on this Zendesk. This is an increasingly frustrating issue and is limiting our ability to scale in an effective manner for agents. The third-party app that is recommend is not a cheap alternative either when this should be basic functionality. Really hope to see this happen in the near future!

    4
  • Sam

    Agreed with @..., I don't think there should be a maximum. The Views sidebar understandably would need a "minimum" - but all views available to a user should be accessible from that page alone, either through some kind of twisty that expands a nested view, a link that loads more, etc.

    The best way we could see that working out is having expandable categories, and a final "Unsorted" bucket.

    Our team could manage without having the view counts. I'm guessing there is a large tax with computing those values that probably led to this restriction in the first place. Maybe there's a happy medium - the numbers are cached and refreshed every so often, or just a red dot or star to indicate there's tickets in the view. But our team could live with no counts being present.

    Another big ask: Favorite views. This way, agents can select the views that matter to them. It puts us in a hard spot to manage views for an entire org when we have some agents working on a significant number of workflows that each have their own unique sorting and grouping needs. It's either global + sequential order, or personal views, and nothing in between.

    This problem is compounded by the fact that the Manage Views page is, at best, an exercise in frustration. Today alone, I've had to help 6 different agents use this page due to the way it works. It is less intuitive than most. A great fix for this would be making the Ticket View title link take you to the view, and not the edit page. Then, having a persistent link to the edit page, instead of any hover-over action. This would also be an important accessibility improvement, due to the way screen readers work.

    Finally, making the list of views and their IDs exportable to CSV would be a boon for us. At the least, it would help those who might not be comfortable using the API to take those IDs and build a list of views in something like Excel or Google Sheets for their agents to reference.

    4
  • Nathan Purcell

    The bare minimum of views is the number I have added. If I have 200 views, I want the ability to have 200 views in that column. 

    If I add another view, I would like that to also appear in the column. 

    Considering we have the ability to grant access to view by group membership, this is not as unwieldy as it may sound at first. Very few people in the system will have access to all views - but even if they did, I still want them to see all views. 

    Why? 
    Because it's inefficient to require an agent to go looking for specific views. It's also an overlook risk factor if the views are not at the forefront. 

    "Bare minimum of views with counts"? All of them should have counts. Also, the counts should not be capped to an artificial number (see suspended tickets, capped at 5K). 

    4
  • Permanently deleted user

    Why a limit number of views? I read the objective is to get 20 views (7months ago), why 20 and not 21? Why not developing infinite views (scrollbar exists since the begining of the Internet)? Once the 20 views access will be available (or not...) you'll need to make a POC for 40 views which will last X years again. I don't get the point here.

    4
  • Irina Ball

    It's been 2 years, what's the update? Nobody here understands why there was a limitation to it in the first place 

    4
  • Harald Homolka

    Thank you all for the continued feedback on the community and beyond. I understand this is a frustrating limitation and we are continuing to work through this in phases.

    Well, this thread has been open since January 2020, and as some have pointed out, there is another thread discussing the same topic dating back to 2017. To be honest, I'm uncertain whether the feedback from the community is truly appreciated and if you understand the level of frustration caused by this prolonged delay. Judging from the sentiments expressed in this thread, it seems like many people share this feeling of frustration and dissatisfaction.

     I understand this may not be in the time frame you all want but we are making progress but this is all planned and being worked on in addition to all the great Zendesk functionality. 

    You already mentioned on April 30, 2021, that Zendesk is actively working on this feature. It's true that at that time, you indicated that it wouldn't be available in the near future. However, it's been an astonishing 25 months since then, and we are left wondering whether Zendesk will truly deliver on its promise within the next six months. The uncertainty surrounding this timeline is disheartening, to say the least.

    In the meantime, developers in this thread have graciously offered a free extension to address the issue. It might be worth considering reaching out to them for assistance.

    Zendesk costs a significant amount of money, but these basic, important, and promised functionalities are just not working (or are being ignored). This goes beyond mere frustration...

    4
  • Yvonne Panarin

    We have been using the Lovely Views App for this purpose and are happy with how it works. However, so far we only had 7 agents need it, so the extra cost of less than 20$/month was okay. 

    Now we are rapidly growing and have a total of 48 agents who need to see more views than they currently can with the 12-limitation AND they should be organized like we can in the Lovely Vies App. Of course this will mean bigger extra cost to us monthly now again. 

    It blows my mind, that an external app on this exists, that functions just like many ZD customers would need it to - yet ZD itself needs this long to get this live. Especially after the most recent cost increases for ZD in general, it's unfortunate that these very basic and logical functions are still not natively possible in ZD. We really hope for an update on this soon, so that we can get rid of the external app.

    4
  • Jake Warren

    Salvador Vazquez - Per your comment from June 16th, is Zendesk still on pace to increase to 30 shared /10 personal views by Q4? Just wanted to check in since we're nearing the last month of Q3.

    4
  • olivier

    I am now using Lovely Views because the native system is way too limited...
    https://www.lovestockleaf.com/zendesk/zendesk-apps/lovely-views.html

    3
  • Fernando Garcez

    You said everything, Traci.

    3
  • Annika Bouvin

    I really don't get why Views should be limited. Suggesting a third party solution is just silly. What could possibly be such a problem about letting us choose how many Views we want to display? There are scroll bars if the window itself isn't big enough. Please Zendesk, solve this ASAP! 

    3
  • Ashley

    Yes, as an admin, I have to change my view daily. Do not understand why we are limited

    3
  • Angelweb SAS

    Clearly, it is essential to be able to display all the views. We are a multi-brand account, so we have a lot of views, and our team needs to see everything because we deal with all the brands. It doesn't make sense to be limited to 12 views.
    Having to go through a paid third-party app for something this simple, when we have the most comprehensive Zendesk subscription, doesn't make sense either.

    3

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