Can I increase the number of displayed views?

Return to top
Have more questions? Submit a request

95 Comments

  • Stephen Amaza

    I just started using Zendesk this month and while I've found it really powerful and useful, it's really appalling how the simplest features are missing or simply unavailable and even worse, Zendesk's attitude towards these problems that are major pain points for users.

    I'll by far prefer to load a page each time so I can have multiple views than to be limited in this manner. This feature has been requested for the past 3 years and it's crazy to see the response be "buy one more app". We're already paying a lot for Zendesk and other third-party apps we need to make Zendesk work as it should. Why does that need to keep happening?

    This is very disappointing to say the least and I'm definitely exploring alternatives from today.

    4
  • TJ Patel

    @Frank, in my experience with zendesk, it's because they lost touch with what it takes to work support for a tech company.

    1
  • Doug T. Florczyk

    As you can see from the previous comments, it is not even on the road map to be addressed, at this point I believe all their efforts are put towards enhancements they can charge the customer for, and since views is not that, then there is no effort put forth to enhance it.

    They just keep claiming how hard it would be to make any changes, which I believe is not the case. I would venture to say since this item is not even on the road map it is not getting updated any time within the next few years, and for how long and as many people have asked for this enhancement is mind boggling it has not been addressed.

    2
  • Frank Roberts

    Perhaps the interface could be changed to a tabbed model similar to the softphone in our platform from which you can serve both calls and chats from the same interface. See the screenshot below: Public views could be displayed on the left tab and 'Your Views' could be displayed on the right tab. 

     

     

    2
  • Danna Carmi

    Just want to chime in that having more views visible at once would be very helpful, and possibly even expanding and collapsing sub-views.

    As an admin, I want to have access to certain information at a glance, separated by brand and channel. For us, 3 brands x 2 channels = 6 views per piece of information. I also want to see some views for all channels and/or brands combined.

    2
  • Michael Ohayon

    Stephen Amaza - Unfortunately, I've had the same challenges with what you are experiencing. Though unfortunately it isn't native, Quickie Plus gives you this functionality but does cost I believe $0.50/Cents a month per user. Obviously, we wall wish it was native inside Zendesk but as many have said they are just looking to squeeze every dollar out of their customers, so we have to resort to 3rd party plugins. 

    The Quickie Plus tool does give you the ability to break out views in a very elegant way, giving you the ability to categorize your views and even go into deep sub-categories. Danna Carmi - this tool might be helpful for you as well. 

    1
  • Stephen Amaza

    Thanks Michael Ohayon. Will check it out.

    0
  • TJ Patel

    Thanks Michael
    I'll look into it. This whole thing reminds me of the issues we've had with customers being unable to send performed plain text and code blocks...

    0
  • ritesh

    This limitation seem arbitrary and artificial. 

    2 years should be enough time to reengineer changes in such a simple feature.

    6
  • Lee KB

    2 years seems like a good indication they have no intention to fix this. Luckily it doesn't take 2 years to migrate to a BloatDesk alternative, of which there are many!

    1
  • Sadie Sumner

    What is happening with the rest of the space on the side of the screen under my 12 allotted views that we can't expand that to be more?

    1
  • Michael Ohayon

    Good Morning Sadie Sumner,

     

    Unfortunately, you cannot. This is a flaw in Zendesk's platform in which they refuse to modify and/or say they are unable to fix from previous comments. To solve this issue, you will have to pay for a third party plugin. However, you will still be limited to 12 views on the ticketing center, but the tool Quickie Plus will give you a drop down on the top right of Zendesk that you can see all the views you create and assign to teams. From what I recall is $0.50/Cents per user a month. 

    0
  • Gregory Muir

    Disappointing that there's no response on this. 

    0
  • Gregory Muir

    Color me thick but I'm not even seeing how a user is to add a "your views" to go beneath the default system views. 

    The screenshot here is two years old but basically looks like the same interface. How does a normal agent add a personal view? 

    0
  • Gail L
    Zendesk Community Team

    Hi Gregory,

    You can click the gear icon in the sidebar to get the Admin section, then go to Admin> Manage> Views and click the "add view" to get a new view started.

    Selecting "me only" when you set who the view is available for is what organizes it into your personal view section. There's a more detailed walkthrough for setting up views in Creating Views to Manage Ticket Workflows. Hope that helps!

    0
  • Gregory Muir

    Ok. A bit confusing but I've got that working now. Thank you. 

    0
  • Wolfgang Klas

    Limiting the number of views to 12 (+ 8 personal views) in a list is not at all a good and productive GUI. It is just bothering an agent. Not fixing this "useless" limitation by just making available a scroll bar or a selection menu is just IGNORING customer needs - there is just no rational argument why this is not provided in the GUI. @Zendesk, why do you do this to your (paying) customers? 

    0
  • Matthew Watts

    I add to all of the comments above

    The claim seems to be that the data required would take too long to load?

    How about you (ZenDesk) allow for the option to add views and let your customers decide whether it takes too long to load?

    And if it's massive strain on your server power, then I'd suggest you need quicker servers?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Wolfgang Klas & Matthew Watts,

    I understand this is impacting your experience and less than desirable way. I would suggest sharing your feedback with our developers via our Feedback on Support forums. This space is where our devs look and respond to asks from the community and the best place to start a dialog on your use case. 

    Best regards. 

    0
  • Matthew Watts

    Hi Devan - Community Manager,


    What you're asking, is that I duplicate my comments (as an external stakeholder)? and chase your colleagues on your behalf?

    Why are you not hot on the heels of your dev. team?

    There is no dialogue to be started, as it seems this thread, and many others like it, have been going on for years.

    I'm sure all posters on this thread would appreciate your support in taking this case forward, rather than us, as it seems to fall on deaf ears.

    Thanks

    3
  • Gregory Muir

    Matt, 

    As a workaround you can use the bookmarks bar in your browser and create folders. You can save a shortcut to the view in the folder and effectively create a dropdown menu of the views. For a hack it's pretty usable. We'll just set aside for the moment how perfectly ridiculous it is that obvious and necessary functionality is missing from the base software. Some of these request threads go back ten years!

    0
  • Michael Ohayon

    Gregory Muir Matthew Watts - I'm sure they will come out with the feature but it will be considered a collaboration add-on that you'll have to pay for. Doesn't seem like any new native features are going to come to Zendesk Support without you paying more for it. Just like the inability to set a field to read-only, so when I import data to Zendesk anyone can change it and it becomes irrelevant...  another feature that seems like it should be basic functionality. Good news, the UI got updated for creating views this week. So I can create views using a little better of a UI but no one can see them if there are more than 12 views!! Sometimes you just have to wonder who put that project on the road map, "lets give the user the ability to make views a little easier with predictive search, but lets not give them the ability to see them"

    0
  • Chris Taylor

    +1 on the feature, although after two years it seems unlikely. I don't want to have a bunch of custom apps in my Zendesk instance for data security, so more views would be ideal. It seems pointless creating more views than what can be displayed as it is now.

    2
  • It

    This is just another one of the countless arbitrary limits Zendesk creates.

    It has been years and the only response is "not on the roadmap" as if this requires herculean effort. 

    RIDICULOUS

    This is clearly not a very difficult thing to change. They can't even defend why "8" and "12" were chosen.

    I'm sure the feature will be enabled when they've decided how to charge more for it.

    I guess we'll see what happens when all these nickel and dime features add up to a feature complete platform.

     

     

    1
  • Viresh Mathapati

    I think its better to switch to any other ticketing system, really, this is simple feature if you limit then what should we expect more from Zendesk.

    One more thing I noticed that this thread is from last 3 years and still they didn't change any limit on views.

    0
  • Justin Triplett

    Zendesk sells a customizable platform...

     

    Users: Can I customize the home page

    ZD: No, not at all, use views

    Users: Can I get more than 12 shared views visible?

    ZD: No, you get 12. 

     

     

    1
  • Chris Taylor

    While I agree it's bad customer experience (especially just leaving these comments sitting here) I somewhat understand it from an engineering perspective. To include it, something else would have had to drop - it's a matter of priorities and they can't always do what we want sadly :(

    That being said, you'd expect a reply at least.

    -1
  • Sandro Franchi

    Patetic, 8 personal views? A bad joke, patetic design and after three years nothing... very concerned as customer... what can I expect for serious matters if this ridiculously simple request is held (and ignored) by three years now...

    1
  • Christopher Reichle

    I have been using Zendesk for many years and finally got to work on configuring the product to better meet our needs for automating the processing of tickets. Every issue I have bumped up against or feature request I have desired I have unfortunately found here in the support site where it seems all good ideas go to die. You think this (2 years 3 pages) is bad? There is a request to add CC to a ticket that has been open for over 10 maybe 12 years with 16 pages of comments just like this enhancement request. 

    It is very troubling that all of these requests basically die the same way. This is how it goes:

    Someone says, he why can't I bla bla bla...a bunch of people chime in agreeing and eventually someone from ZD pops up and says they are looking at the issue

    Next phase, additional momentum builds and nothing from ZD. Then in desperation, people offer ways to cobble together a work around. Some sorta work, some appear to work but then ZD rains on the parade and says that's not supported and it stops working. But... they are looking at incorporating this into the next revamp of that module. A year or two pass, nothing form ZD and then a third party makes a "pay for" solution that sort does what we want it to but no one wants to pay for it, deal with the short comings, add another module that might go unsupported some day or give up hope that ZD is going to come through with the solution.

    Third phase is where all the hope, shock and dismay turns to bitterness and everyone starts talking about how ZD:

    • Never implements anything users really want/need
    • Release features people don't want or that don't work well or are only available to hiher tiers
    • Seem to have built a platform that is archaic and unable to be adapted to modern (or even 10 year old) interface standards and features.

    Phase four. There's FreshDesk and a host of other solutions out there that people switch to after being frustrated for years. It is actually shocking to me that ZD does not address these issues if not by actually implementing the feature requested, speak up and admit that you either can not, or will not ever implement this and handle it professionally. At some point you have to just maybe start over or rebuild the underlying infrastructure if you cannot meet your customer needs for basic features your competitors have. I mean, if I were trying to sell a competing product I would just put on my, "why our product is better than Zendesk" page a link to a hand full of these feature requests that go on for years unanswered or ignored and let people decide for themselves. Do I want to use a product that ignores its "valued" customers and seems to have built a product that their own developers are unable to add basic features to or update to meet current market needs?

    I use Zendesk in a small consulting company with a few techs. We keep our time in Clicktime and we built our own integration using the API to be able to add time for Zendesk tickets directly into Clicktime from within the ZD ticket interface. We keep clicktime billing entries in private comments of the tickets and we require time entry to solve a ticket. If it were not for the fact that I invested so much time and $ in that integration project we would probably move on to something else.

    I spent the last 4 days working until about 5AM trying to get ZD more in line with what we need. This was spawned by a customer that wanted to have a way to authorize a higher billing rate for some tickets through ZD. My first issue was adding that authorizing person to the cc on the ticket with a trigger(the 12 year open request; I have a hack work around in place) then sending an email to someone other than an agent (the email in an organization placeholder) yeah can't do that either, had to settle for a trigger for each client with an external email target.(thank God I don't have a thousand clients=1k triggers. Then I start defining a whole bunch of ticket fields to track renewal due dates, higher billing rate approval, If the ticket requires parts delivery, if the ticket can wait for our next scheduled low rate LAN date at the client, etc.. How great it would be to create views to easily see what renewals are due, what pending work is approved for our higher billing rate, etc. And that is how I ended up here. I have about 20 views I need to use. Seems so basic to have a scrolling list of views or a longer static list or a nested list of views. But no, another dead end. This enhancement will never be implemented. If they could, they would. This is most likely a poor design choice that was made many years ago that is just crippling the developers at this point and it is probably never going to move forward until they rebuild that underlying archaic and restrictive design. That will probably never happen. They will continue to milk this cow until it dies a slow death as once ZD fans leave in frustration and new potential customers select better products that are now available.

    I really hope that is not how this plays out (because I'm in vested in ZD and making this work) but I have seen it many times with products that started out great because they were built to meet customers needs but at some point, lost their way clinging to their old design, developing only what they can do within that constraint and not developing what people want their product to be. 

    All the issues and feature requests I researched over the last week I found here on the support articles (where good ideas go to die) with wide user support going back years and none of them were implemented or are going to be implemented by Zendesk. 

    Yeah, that was long and I appreciate it if you made it this far. After a week of all nighters scrolling through pages of this crap I feel a lot better now that I got that off my chest. 

    3
  • Matthew Watts

    AP - you absolutely nailed it.

    Other companies and their Sales teams needn't make any effort - just point prospective clients to these forums.

    1

Please sign in to leave a comment.

Powered by Zendesk