Can I increase the number of displayed views?

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42 Comments

  • Chris Thomassen

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

    1
  • Nicole - Community Manager

    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. 

    -1
  • Michael McMahan

    I feel like a good fix for this issue would be some kind of folder system being added. Much like how you can place apps together into a folder in IOS.

    But, here you'd be able to hover over a folder and a popup would display the views within then mouse to that view and click. That way you can group similar view types together and it's still just one click to get to them, instead of clicking on more, finding the view and clicking.

    Seems simple right?

    0
  • Chris Thomassen

    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.

     

    2
  • Nicole - Community Manager

    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. 

    0
  • Jonathan March

    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.

    -3
  • Joe Lyons

    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...

    1
  • Phil

    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

    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.

    0
  • Jonathan March

    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

    @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

    @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.

    0

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