I've used many ticket systems. I LOVE Zendesk but the Views has opportunity to grow. I think to have the perfect ticket view management we need to have three aspects, detailed below.
- Robust Filtering.
Easily the largest challenge for my team has been the lack of filtering that Zendesk has. The best system needs to be able to filter by any combination of the fields on the ticket and more than one option in the filter. e.g. assignee is Alice, Susan or Jim AND custom field1 answer is a, c or D
- Ability to add and remove columns
One of the advantages ZenDesk has over other systems is the column layout of tickets. However, it is very limited with only being able to manage this via the view editor and to the 10-column limit. Like how the 'new request list' experience has for the end user, the best system needs to be able to add and remove columns as desired from the front end view itself.
- Ability to save the current filter and column set as a view itself
The best feature would then be to have the ability to save the selected filter and column set combined as a view itself from the front end. This would eliminate the views manager and make the process of creating, editing and managing views much more intuitive.
I believe if you have the 3 of the above features, the views system would be perfect.
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