Can I increase the number of displayed views?

Have more questions? Submit a request

69 Comments

  • Chris Thomassen
    Comment actions Permalink

    I agree with Doug. It is simply taking too long. It should be a basic functionality.

    2
  • Nicole - Community Manager
    Comment actions Permalink

    Doug & Chris, 

    There is work being done with workflows and views, but nothing that we can share at this point in time. The feedback that everyone has provided both here and in the many conversations about views in the product feedback topic has been processed, evaluated, and used in the exploration process to determine all of the ways people use views and the different ways they would like to. 

    We're solving for several problems and use-cases, and looking for the best way to serve the most diverse set of needs. But some improvements are currently planned for development in the next 12 months; we'll be providing updates as we have them. 

    -2
  • Chris Thomassen
    Comment actions Permalink

    Hi Nicole,

    Although I appreciate your comment on October 9th, you are basically giving us completely nothing.

    "But some improvements are currently planned for development in the next 12 months; we'll be providing updates as we have them."

    As stated before, many different topics were started regarding this issue by different customers, many of them have complained. Complaints and suggestions, dating back all the way to early 2016.

    Now, at the end of 2018, the best Zendesk can do is give us (top dollar paying customers)  'some improvements in the next 12 months'. No concrete plans, just a vague estimate of something vague happening at development.

    I'm sure you are just the messenger and it is not within your power to make it happen, but I am very unhappy to say the least and maybe it is time to find a company that is able to provide simple essential updates within an acceptable timeframe.

     

    3
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Chris, 

    My apologies for the delayed response here; I'm not sure how this thread slipped through the cracks, but we missed the notification on your post. 

    I wish I had more to tell you, but I can't make the product teams plan faster. At the moment, the answer remains that they are planning several significant improvements to the Support agent interface and workflows therein for next year, but that's as specific as we can get at this point in time. The team is still in the process of determining exactly which aspects will receive improvements, what order each item will be done in, and what the general timelines are. 

    The best way to receive updates about these things are in our Release Notes and Announcement sections; I encourage you to subscribe there for the earliest information about new developments. 

    As a note, we do also state in the Product Feedback Guidelines that we are not obligated to share roadmap details in this public forum. As you can imagine there are a number of security, business, and legal reasons that we cannot publicly commit to specific details or deadlines. 

    We do appreciate your feedback, and I'll ensure that the product teams have received all of these comments for consideration in their planning. 

    -2
  • Jonathan March
    Comment actions Permalink

    Chris, while we are all waiting, I'd just like to chime in that as a fallback, we've been using the Quickie app (mentioned in the article) for several years. It does fill the gap very nicely.

    -4
  • Joe Lyons
    Comment actions Permalink

    I am struggling with this limitation on the number of views for an agent as well.  I know a paid 3rd party add-on named Quckie can address this limitation with ZenDesk...but it is frustrating that I have to do this.  I spend just over $10K/month with ZenDesk...to spend just a few more dollars a month to show more views just feels like I am being nickle & dimed on this product.  Sorry for the rant...I have just been hitting a lot of ZenDesk limits lately and I feel like I already spend a small fortune with their product.  Every time I ask about a feature I have to pay even more...

    2
  • Phil
    Comment actions Permalink

    I appreciate that I don't know the ins and outs of Zendesk infrastructure, but from a web development point of view this type of UI change is trivial. The space is already there, so I really can't see what's holding this back. Other than a very slow and unresponsive corporate structure at Zendesk perhaps?

    I really hope this limitation can be lifted in future, but it doesn't sound like it will be :(

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Phil -

    There's an evaluation of the agent workspace happening as a whole, so there's been reticence to change views until that broader picture is taken into account. My understanding is also that making changes to views involves impacts to load times, and certain limitations around views were originally put in place to maintain efficiency.

    The product team has indicated that they're looking into views as a part of the broader workspace project, but that no decisions have been made as of yet and therefore changes are not likely in the immediate future.

    -2
  • Jonathan March
    Comment actions Permalink

    AFAIK, the impact on load times would only be relevant if each view always needed to show an up-to-date ticket count next to the view name. Certainly for us, and I would expect for many other users, we would gladly give that up in exchange for the convenience of quicker access to additional views (with either no count, or a stale count shown).

    1
  • Phil
    Comment actions Permalink

    @Nicole - Thanks for providing a bit more background to the situation.

    It would be great to have the option to show a set number of views. I would certainly choose to have an extra few milliseconds of load time in exchange for that.

    1
  • Nicole - Community Manager
    Comment actions Permalink

    @Jonathan - I can't speak to how/why it impacts it, just sharing what I've been told.

    @Phil - thanks for the input. We've put this all into a ticket that's visible to our product managers, so they'll be able to see it when they start to review user feedback around views.

    -1
  • Jerrin Lawi-an
    Comment actions Permalink

    New Zendesk customer here - really hoping this number gets upped sooner than later.

    2
  • Nicole - Community Manager
    Comment actions Permalink

    Hey Jerrin - 

    Welcome to the Zendesk Community! we're glad to have you join us. 

    The Support product team is very much aware of the desire for additional views, and they are looking at potential solutions. I wish I could tell you a solution is in the works, but at the moment they're focused on getting some other things (new CC/follower functionality and a reimagined agent workflow) out the door. We'll continue raising the issue with them, but at the moment there are no firm plans around improvements to views. :/

    -1
  • Patrick Kelly
    Comment actions Permalink

    Just adding my +1 to the request for being able to support more than ~7 personal views in the sidebar! In case the context is helpful:

    I typically spend a lot of my day skimming through my colleagues' views. Because I have to click into more views > locate personal views > search for the correct personal view, I spend ~15/20 minutes every.single.day finding the proper view. It would be so nice to be able to simply scroll the left sidebar, not have to click, not have to search, etc. Thank you!

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Totally makes sense. Thanks for your comment, Patrick.

    0
  • 이지훈
    Comment actions Permalink

    I also really want to increase the number of views. I expect good news.

    +1

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Hi 이지훈,

    As stated yesterday, there are no firm plans around adding views at this point in time. The team indicated that they're working on some other pieces that must be completed before they can make changes to views, as some of it lays the groundwork for that area of the product.

    -2
  • Doug T. Florczyk
    Comment actions Permalink

    This is very discouraging that views is not even on the roadmap currently after so many complaints about how views currently function. I would rather see that addressed before new CC/follower functionality as you mentioned earlier. Especially after all we have been told on this and other posts about views is that functionality is being looked at within the next year.

    This is one of many things that is becoming very frustrating with Zendesk.

     

    1
  • Chris Thomassen
    Comment actions Permalink

    Wow, not even on the roadmap yet? I have to agree with Doug here... I am very unhappy to hear this. It should be basic functionality, pretty much everyone here agrees. And because most of us here are paying top dollar for this service we would expect to be heard at least.

    Of course it can take a while, a year even. But telling us that after 1,5 years that it is not even on the roadmap yet is just mindblowing.

     

    1
  • Steven
    Comment actions Permalink

    @Nicole 

     

    This is exactly the reason why we (and many other innovative, young companies I spoke to recently) decided to make the switch from Zendesk to another CRM tool. The extreme slow pace of innovation is already mind boggling for a company your size, but the fact that a simple request as increase the number of views is not even on the roadmap after your paying customers have been asking it for 1,5 years is just beyond me.

    1
  • Lee Alderman
    Comment actions Permalink

    I just got started with Zendesk Support and I couldn't believe they limited the number of views? I see no reason why they would do this and not have a slide bar to accommodate additional views. 

    1
  • Gavin Stone
    Comment actions Permalink

    This goes back a lot longer than 1.5 years, there were numerous people asking for this when we onboarded with ZenDesk late 2015.

    ZenDesk are going to lose our business over this as we have started looking for another ticketing system. Far too much time spent on features that can be charged extra for and virtually nothing done to improve the CORE ticketing product which has remained largely the same for at least four years.

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Hi all - 

    I asked the product team about this, and the limits on views have to do with system stability. Every view loads every ticket that fits within the criteria of that view. The more tickets you have in each view and the more views you have, the greater the load burden. 

    Depending on how they're set up, Views can create an exorbitantly large data load. This is part of why each user and account has a limited number of views they can use at once. Allowing all users more views isn't scalable with the way views currently work. Our teams are thinking about the longer-term solution to this problem, but in the near-term future we will not be enabling additional views. It's not a simple, easy, or quick thing to fix, and requires a large detail of strategic thought and reworking of the system. 

    As far as improvements to the overall Support product, it has received updates every quarter. New features and functionality and fixes have consistently rolled out and will continue to do so. There are some really exciting updates to the workflows currently being worked on, some of which should help to mitigate the concerns expressed here. 

    -3
  • Randy Nieukirk
    Comment actions Permalink

    There are a lot of cloud based system that have similar setups without any limitations or degradation in service.  You are charging more for enterprise licenses, so make your tools work FOR an Enterprise.  As this is a perfect example on what Entperise Customer Support needs.

    Zendesk has been arguing with their customers on this topic for over 3 years - its time for a fix.  What does this tell you about Zendesk customer service?  :/

     

    0
  • Marjolijn McCabe
    Comment actions Permalink

    I understand the consideration for loading time, but basically the objection is that you're taken to a different page to see all your views. This takes too much time and doesn't give a proper overview.

    This could be solved by 'hovering' over the 'more' button and immediately displaying the other views in a pop up box. 
    Or by having the option to collapse a number of views under one topic and clicking to unfold. 
    Personally, I would prefer to have a list as long as I like and a slide bar to navigate. 

    If an external party can come up with an app to solve it (Quickie), it should be possible for Zendesk to do the same, wouldn't you think? I don't have any technical knowledge, so I can't argue on that front. But it seems that any improvement on the current situation would bring about a large number of happier customers....

    1
  • Lee Alderman
    Comment actions Permalink

    I was wondering to almost achieve the same goal of multple views, we could actually save filtered searches in Advanced Searches, You could come close to creating  searches with filters that would put everything on one page (almost like a view) and if we could save it, at a couple of clicks, we would have additional virtual views. What are your thoughts?

    0
  • Michael Ohayon
    Comment actions Permalink

    We just started using Zendesk over a month ago after doing a huge integration with our platforms. I recently added some new views and couldn't figure out why I couldn't see them. Thereafter to remove myself from some groups and the views I created showed up. I have to say, this is extremely disappointing and such a simple feature. After seeing so many complaints, I'm disappointed to see that Zendesk hasn't done anything about this. 

    1
  • Frank Roberts
    Comment actions Permalink

    Allowing a user to control the number of views they see makes sense here in 2019. I waste so much time clicking the More button and choosing Personal Views, then having to open the view to see the total number of objects. There is a tremendous amount of wasted real estate on my Zendesk Navigation Panel that could be put to good use.

     

    2
  • TJ Patel
    Comment actions Permalink

    Ok, so give us a max number of views possible and let us choose which ones we show on our dashboard.  I barely use any of the team default views as I have my own versions of each, and yet, the ones I don't use take up most of the realestate on my screen, and I have to navigate through menus to get to the ones I use regularly...

    1
  • Frank Roberts
    Comment actions Permalink

    To echo what TJ has brought forward. You have the ability to choose which views you want to see in the mobile app. Why haven't you applied that same functions to the full browser version?

    0

Please sign in to leave a comment.

Powered by Zendesk