Introducing Multiple Group Views

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20 Comments

  • Carlos Santos
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    Great news! Looking forward to it. Thank you!

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  • Nuno Parreira
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    Finally! Thank you for releasing this so-long-waited feature!

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  • ZendeskMCM
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    Perfect, thank you so much for this release.

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  • Adam Reid
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    Amazing news! Excited to clean up our views with this new feature.

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  • Heather Rommel
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    Thank you, Zendesk!

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  • Ryan Nguyen
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    Is there any change in Views API to accompany this change?

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  • Nina Olding
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    Ryan Nguyen yes, there is - please see the updated docs here under the section referencing restriction properties. Note that this is not a breaking change. Thanks!

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  • Axel Mora
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    This is really great news! Will the change take place automatically on our instance or will it have to be enabled once it's rolled out? 

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  • Nina Olding
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    Axel Mora it will happen automatically on your instance at some point in the next week. Keep an eye out for it!

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  • Nuno Parreira
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    "The rollout begins on April 21, 2020 and should be complete in a week."

    Today is the 28th and we still don't have access to the new feature.

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  • Alex M
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    Like Nuno, I still don't have the new feature - any update on the ETA for the update to roll out to everyone?

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  • Nina Olding
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    Hi Nuno Parreira and Alex M - you should see this feature in your instance tomorrow at the latest. Thanks!

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  • Alex
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    Yup, we received it today. Thanks!

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  • Nuno Parreira
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    Still the same for my instance...

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  • Nina Olding
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    Nuno Parreira this feature is now in GA and should be visible in your instance. Please let me know if this is not the case. Thanks!

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  • James Brown
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    Hi Nina - Since the rollout we can no longer create views for new groups that we add. I opened a ticket almost two days ago and have only heard back once and that was to suggest we try a new browser and clear the cache, neither of those things worked. The error messages when we try to create a view for a new group that was just added are: Owner cannot be blank and One or more invalid ids.

     

    Hoping you can chime in and see what's going on. This is causing big issues for us and the lack of response from Zendesk isn't helping.

    Thank you 

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  • Nina Olding
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    Hi James Brown, let me take a look - we'll get back to you as soon as we can (I found your ticket so our team will use that to communicate). Thanks for raising it!

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  • Bart
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    Nina Olding

    Any chance we can get views natively like quick views? https://www.zendesk.com/apps/support/quickie-plus/?source=app_directory

    Ideally, so that Admins can set up views for each Agent relative to what they need to see quickly along with the standard views the see on the left. The number of views on the left are too few, and it's quite a mission to go to views to open one up and share it with someone else. 

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  • Salvador Vazquez
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    Hi Bart,

    Thank you for your feedback! We continue to work with Lovestock and Leaf and consider when and if we should incorporate that functionality natively. I would love to get a deeper understanding of your use case for needing those extra Views if you would be willing to share. Mostly would like to understand if your interest is in the counts of those Views or access to the tickets of those Views or both and what actions you take with that information. Look forward to hearing from you.

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  • Bart
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    Hey Salvador Vazquez

    We have over 100 views. Some are based on Keywords or tags based on triggers to check the status of the number of tickets. Some are based on country so our agents can work on a specific timezone to get quicker replies and actively help. But you can't have more than 12 views on the left. 

    All these views are needed by management. Right now, they have to work their way to the views section in the setting section to then go an open it - to see how many tickets there are and what state they are in. 

    Having these views to quickly see the count and access faster, will help everyone jump onto someone else's ticket if someone's taken absence. You can then simply open a quick view to jump to that agent's open tickets - or look at the returns view or deal with a specific topic.

    Right now, whenever we decide to send out some marketing, I have to set up a trigger to get those tickets into a view - and re-arrange the 12 slot view on the left to accommodate the view to what the boss wants to see. Then the questions comes why they can't see the regular views where our partners are asking about returns or password login issues etc since the views have been pushed down to accommodate the new view., 

    Zendesk basically removed great functionality and left everyone in the lurch when migrating to V2 of zendesk when quickie was available : https://support.zendesk.com/hc/en-us/articles/360002123147-v1-app-removals-alternatives-and-future-plans

    So yes, something similar to quickie where you can view the count of tickets per view and can quickly navigate to that view. 

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