Announcing changes to views pagination and sorting user profile pages

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108 Comments

  • Simon Blouner
    Community Moderator

    Is there any changes coming to the amount of Views visible to agents? E.g. more than 12?

    67
  • Taylor Painter

    This is very inconvenient when we need to count or sort tickets in high volume views to approximate volume of certain ticket types.

    59
  • Sydney Neubauer

    Couple points with removing these functions:

    • Is there a replacement feature coming that would address this functionality we are losing?
    • Will the ability to jump to specific pages be removed also for the Suspended and Deleted ticket views? We aren't able to change the organization or split this view up as you suggested. These have a large volume of tickets in our instances and not being able to jump pages would greatly impact our productivity.
    50
  • Bob

    This is terrible. This will make life much harder with no gain. Good way to push your users away.

    45
  • Andrew Paterson

    This sounds like it could have a significant detrimental impact on how our teams work, in the email communicating this change you suggest that you also expect this when saying:

    'To help minimise the impact of these pagination and sorting changes to your workflow, Zendesk is introducing filter controls on views pages by the end of Q2 2022. This on-demand filtering will offer a quicker, easier, and improved user experience, and can accommodate use cases in which you may need to skip pages'.

    I understand that the first change is laying foundations for future improvements but could you not wait and introduce both changes at the same time given you know the first change will cause pain?

     

     

    37
  • Lydon McGrane

    These changes make absolutely no sense for users with high ticket volumes. My team regularly skips to specific pages when viewing lists of tickets and sorting by subject line is an absolute necessity, so I don't understand how you can remove them in the name of "progress."

    35
  • Tom Rees

    We often sort views when we have a large number of tickets to check for duplicates, so this would make this task a lot more difficult. 

    35
  • Cezar Cociorba

    Why are you removing sorting options? The subject sort is very helpful in sorting tickets. The hyperlink you have for viewing a person's profile sends to a page that doesn't exist. 

    Also, the new paging system ends up with people having to click blindly and no longer have visibility on volumes. 

    31
  • Kara

    I fail to see how this is in any way going to be an improvement to our user experience (as suggested in the email announcement). This set of updates is concerning, makes no sense for handling high ticket volumes, and will ruin perfectly efficient workflows that many of your users already have set up. 

    For example, not being able to skip by page number removes a function that my team uses every day to get to particular Issue codes. Having to make views for each issue code that we regularly jump to wouldn't be a big deal... if the sidebar would allow us to set more than 12 to be visible. 

    You say in the email announcement that these changes will improve overall user experience. All I see are proposed changes that make working with Zendesk Support more difficult.

    I do hope that you'll take the (at least on this article) near universal negative feedback from your users that these changes are concerning and don't improve user processes, and retract these changes or drastically improve them from what's been stated here.

    25
  • Erica C.

    Y'all WHAT?  We typically have a hundred or more pages of tickets... you're telling me I either have to make dozens of different views (that I can only find by going out of the support system into admin center just to be brought back to support), or I will have to add dozens of clicks to my workflows when I'm looking through our main inbox?  This is actually kind of insane, and I'm interested to know who is asking for this performance optimization.  

    This combined with losing the ability to sort by subject... these changes aren't just inconveniences that many of us can adapt to.  They're deep inefficiencies that are going to add hours and hours of manual work and possibly a staffing cost as a result.  I was truly hoping Admin Center was going to be the worst of it, but it was only the beginning.

    PLEASE rethink the pagination changes.  Pleeeease I am begging you!

    Editing to add: we have processes that require our specialists to know who is on which page so there's no overlapping work. 

    In addition, how can I calculate how many tickets I have in my inbox if there's over 1k and I don't know how many pages there are?  Will Zendesk be surfacing the actual number of tickets in a view over 1k, or will this remain at 1k, 1.5k, 2k, etc?  If the latter, what are your suggestions for easily and quickly calculating the number of tickets in a view over 1k?  Previously I could simply do "page number x 30."

    24
  • Brett L

    Very concerned over the below updates coming.

    We (like most other customers) have views currently set up for our Teams which use these features, removing these features will have a huge impact on the performance of us and our customers. these latest updates do not make any sense.

    • We are also removing the ability to sort tickets on user profile pages by SubjectRequester, and Group. You will, however, still be able to sort by other columns.
    • Once this change goes into effect, you will no longer be able to skip pages by page number, but rather by using page controls (e.g., First, Previous, Next).

    These updates need to be retracted before the suggested date of implementation 28 July 2022.

     

    22
  • Andrei S.

    Maybe I'm reading this wrong, but there's some conflicting information regarding the change to pagination.

    "Instead, each view will include page controls for FirstNextPrevious, and Last."

    then further down in the "What you need to do" area:

    "There will not be an explicit option for jumping to the last page."

    Not having First and Last options to jump to would be hugely detrimental when handling large ticket volumes, and reverse sorting by a certain column may not be sufficient.

    Also, will the change to cursor-based pagination also bring about the option to easily change how many tickets are displayed on a page? E.g. 100 instead of the standard 30?

    20
  • Brett L

    Lydon McGrane

     

    I agree this update is extremely concerning and doesn't improve logging tickets.

    It actually makes working with Zendesk Support much more difficult.

    Time to look elsewhere maybe?

    20
  • Siobhan Hitchmough

    If the intention is to improve functionality, what is your suggestion to identify duplicates? Currently we sort by requester in order to identify duplicate tickets and this change makes that impossible. Looking forward to your response as I'm very concerned about the impact here.

    18
  • bill cicchetti

    As a user of the software I read this as "we are removing some functionality because we are having problems with maintaining acceptable performance levels."

    It seems like many changes are being made to improve performance but at the expense of the user experience.  Removing simple and basic functionality such as sorting seems like a way to cover up some bad design decisions  in the past.

    Was this idea every presented to community before the decision for the changes are being made?

    18
  • Tommy Donnegan

    Why would you remove the ability to sort by SubjectRequester, and Group. This is a feature that we use daily and is extremely helpful to our workflow?

    We feel as tho we are now paying to lose functionality. 

    18
  • Chen Shemer

    Is there a way to see this change in our sandbox before it's in production?

    16
  • Reshma Patel

    Agree with above comments. Not having the ability to select the page we want to go is a huge deal from the customer side. While it may help with performance on the back end, the design is a huge negative on the user experience end. With large ticket volumes no one has time to click page by page till they get to the page they want to see.  Additionally I also like the above suggestions of increasing the number of tickets per page as 30 is not a lot on one page. 

    14
  • Saren

    We are of the same opinion as everyone else. This poorly thought-out change makes it obvious that you do not have any clear understanding of how your customers use your product. For example, we recently had a campaign that flooded our inbox with more than 3,000 tickets over the course of about 30 minutes. Without the current ability to jump by page number, we would have no way to sort these incoming emails while simultaneously working through the unrelated tickets. We also rely heavily on our Group and Subject sort in user profiles. While this change may make it easier from your end, it is evident that your customers do not want this. We pay a lot of money for a product that is being “optimized” seemingly without customer input and is systematically losing the features that made us choose it in the first place.

    Having the number of Views increased would be infinitely helpful in itself, especially for companies that have one support team rotating between all channels of contact, but not at the expense of features that most of us depend on to streamline our workflow. The promise of “speed” is a poor trade for the degradation of productivity this will cause our support staff. What use is speed if we are spending time clicking Next for 50+ pages?

    This plan should be shelved until there is a functional solution that does not remove key features and tools. If you are not able to achieve that baseline, this “optimization” should be abandoned.

    12
  • David

    Just to echo the concerns of other customers dealing with high ticket volumes. This will impact our workflow for triaging which we do several times a day.

    11
  • Joe Cuevas

    I understand the goal is to improve functionality, but improving functionality by reducing features isn't what I would consider an improvement.

    Sorting by columns, jumping to pages, these are all essential features. Very often we use the jumping to pages just to determine criteria for a new view. Removing that ability hinders this effort.

    11
  • adam.aaron

    Just over a month ago you were saying sort by requester will not be being removed? https://support.zendesk.com/hc/en-us/articles/4408826088730/comments/4487861997594 

    11
  • Christopher Phillips

    Why? Who at Zendesk keeps deciding to remove incredibly useful functionality without comparable alternatives? First you got rid of Google Docs Importer without a good alternative, now this? Getting rid of the page number selection is going to add a lot of work for users with large ticket volumes. The narrow view option you present is also a non starter as we are limited to 12 views in the side bar and I am already at that limit. The Admin center updates were annoying, but at least all the functionality is there. That is not the case for this change. First, Last, Next and Previous buttons is not an upgrade over a Page Number selection. It is a serious step back from a usability stand point. I really hope you reconsider this change.

    11
  • Larry Click

    Ditto to the above.  A whole lot of "we're removing" and not a lot of "we're adding" abilities. 

    I already have lots of view and do not want to create more "narrowly focused" views. 

    I see no benefits to your customers, only to your programmers. 

    10
  • Philippe Roy

    This is very bad news and will make our agents work much more difficult. I see no good reasons to remove functionalities.

    This is a terrible idea.

    10
  • Shayan Moussawi

    I really do not see how "performance improvements" are taking a priority over a basic feature set that is used by many. 

    We personally have absolutely no problem with the performance, and while I understand it makes sense to switch to "cursor based pagination" from a technical level, in the end your product is still there to serve the customer...and by introducing this change you are really doing the opposite and removing really standard features, that are part of many workflows.

    You can already see the overwhelming response by the community is negative. So please take this as an opportunity to rethink these changes.

    9
  • Damien Messe

    Is there any way we can make you abandon this change until you remove the limit of 12 views ?

    Removing the limit of 12 views was supposed to happen in H1 and now it's postponed to H2 2022 and who can tell us that it won't be postponed in 2023 ?

    This is really not a nice move and as you can see none of your customer is happy with it.

    So please postpone this change until your make improvement in the view management which is currently outdated vs your competitors !!

    9
  • Mandy at Paperless Post

    I can think of 0 reason why removing the ability to sort by requester would be beneficial for your users. You can see based on the comments here that this is a terrible product decision. 

    8
  • Erica C.

    Bob Sherer

    Heads up about this announcement from last month: https://support.zendesk.com/hc/en-us/articles/4408826088730-Announcing-changes-to-views-sorting-and-ordering 

    What you're seeing some callouts on is this point in particular:

    Changes to the sorting behavior in views

    We will be removing the ability to sort tickets in a view by Subject and Submitter. For example, if you click these column headings, nothing will happen. You will still be able to sort by other columns.

    Sortable columns include the sorting icon next to the column to indicate that the column is sortable.

    We are also losing the ability to sort by subject in ticket views, not just user profiles.  The rollout for that change is set to complete in the next week or so according to the linked article.

    8
  • BradAtStash

    I need to echo everyone else and agree that this change needs to be delayed and re-thought before you roll it out. We are a high ticket volume support structure, with large amounts of tickets per agent. Removing ways to sort through this ticket load is going top make things much harder for us.

    I fail to see 1 advantage to this, besides the reported increase in speed... but was any of the ZD community asked about the trade off? Is it worth it? My vote would be no.

    7

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