|Announced on||Rollout starts||Rollout ends|
|April 27, 2022||March 21, 2023||March 31, 2023|
Starting in Q1, 2023, we’ll be rolling out some changes to pagination in views and the sorting behavior on user profile pages. We are doing this to ensure the future performance and scalability of views, and to improve your overall user experience. This announcement explains what we’re removing and changing, what to expect, and what to do before it happens.
This announcement includes these sections:
- Why is Zendesk making these changes?
- Cursor-based pagination for views
- Changes to sorting user profile pages
Why is Zendesk making these changes?
As explained in our earlier announcement about changes to views sorting and ordering, there are some major infrastructure changes happening in the backend for Views. This is going to make the performance of views more consistent and less reliant on the scale and complexity of the view. Larger active ticket volumes will have less effect on the performance of views. This will also start to open up feedback improvements to the views interface that were previously blocked due to the technical limitations.
Cursor-based pagination for views
Zendesk is supporting a new pagination model called cursor-based pagination (CBP), and as part of this broader shift, we’ll be switching to cursor-based pagination in views as well. It allows for much faster response times than offset-based pagination at any page depth and improves the overall performance and loading time of the views.
This means that we are removing the ability to skip pages in a view. You will no longer see numbers as part of the page controls such as these:
Instead, each view will include page controls for First, Next, Previous, and Last.
What you need to do
We recommend that you create views with multiple, specific parameters to produce more narrowed views that surface more relevant information. For example, if you have a view where you typically skip to page 5 of 10 in order to see tickets assigned to a certain person or group, you can create a new view with an additional parameter for the assignee.
We recommend that if you paginate to find specific sets of tickets that you instead use the Views filtering capability to narrow down to that subset if tickets more easily.
Changes to sorting user profile pages
We will be removing the ability to sort tickets on user profile pages by Subject, Requester, and Group (see Viewing a user's profile in Zendesk Support). For example, if you click these column headings, nothing will happen. You will still be able to sort by other columns.
What you need to do
Make sure you understand that you will not be able to sort by certain columns on user profile pages in the future. Aside from that, no action is needed.
This is one of the stupidest changes yet, although there’s a big competition with what Zendesk is sharing as updates. We should focus on adding views with categories, yet we are getting categories taken out as another update. My team often has 200+ tickets in the same view that we are working and we are going to have our ticket overview messed up by not being able to jump pages or sort by subject and submitter.
Zendesk customer care is almost nonexistent, and the feeling is that nobody reacts to what users share here.
Zendesk again making decisions based on their profit over user experience.
This will be a SEVERE impact on management ability to manage teams and groups effectively. Also, the idea to just "create more views with refined results" is self defeating if engineers are strictly limited to how many views they can have. We are already using the maximum and maximum personal views management has to ensure users actually set up!
In light of the current update(s), I have been looking at alternative products and come across the 'Freshdesk' which directly quotes being better than Zendesk, with much cheaper pricing per agent + more features.
Link is below for those interested.
There were negative feedback and rejection from all users since Apr & yet Zendesk ignore completely, gone ahead to implement this which made no sense at all ?! the changes will cause more problem for all the users that have no benefit, why still do it?
It looks to me like this will benefit a lot of the people who are alarmed (e.g. those with high ticket volumes) because loading times, performance, and additional features will arrive (especially related to automation and analytics). This doesn't change the ability to sort or filter a view, or search by parameter.
The main/only issue I have is that the user profile page won't have the filter feature that is mentioned, once this rolls out. That will create stress, so that window after is pretty important to keep short. Once that's taken care of, seems like a good update.
The "next" "first" "last" etc doesn't really phase me... and if a customer rep has more than 5 pages of tickets in their queue, what is going on? Then there should be a different queue anyways to handle immediate versus ongoing/long term tickets, as well as a view into critical ticket actions for the day (which would benefit the rep regardless of whether Zendesk rolled this update out or not).
Mark Kindy as you noticed there are a lot of affected user here with this change and technically we are not against any changes so long as it's for the better but we also need to keep in mind that we can implement change without sacrificing the experience of the user,
Mark Kindy "This doesn't change the ability to sort or filter a view, or search by parameter."
This is literally the update. no one can use those filters anymore because it's been removed.
The ability to sort by the most useful parameters is exactly what they are removing.
From the update:
Brett L Tom Erik Skjønsberg
It's clearly stated that it will only impact the user profile (even as you posted, Tom). Where are you seeing anything different? The rest of the article only discusses cursor based pagination and how that impacts general page navigation. If I'm mistaken, I welcome the correction, but I don't see where that's the case.
Ticket views are often handled outside of that context (in my experience) -- in fact, my team hardly uses the user profile feature because there are better means to organize tickets.
EDIT: A follow up comment mentioned another page which discusses where views won't be able to be sorted by Submitter or Subject. The other fields seem unimpacted still, but I understand where that can still be problematic.
Mark Kindy you are missing context from this article https://support.zendesk.com/hc/en-us/articles/4408826088730 that outlines changes to sorting in views, not only user profiles.
Thank you for providing that context! I had not reviewed that. I understand why that may frustrate some people, especially in larger organizations, and appreciate the clarity!
Mark Kindy - I can see the filter is no longer available on my Zendesk account. Product Team have confirmed this is the case via DM/Ticket)
This is company-wide.
So yes, you are mistaken, because you're taking the word of the article and not the actual end-user who are all reporting the same issue here.
All views are affected by this change, regardless of what the article releases notes state.
They've clearly coded this wrong.
Brett L I can understand that you are frustrated with whatever is going on with your environment. Just to clear the air though, it seems like this update hasn't resulted in the same issues that you're experiencing, for everyone (which I'll agree, may support your assertion that it wasn't coded correctly).
However, I can still sort by Group and Requester -- just not Subject and Submitter, as noted in my previous comments. As an end user, I'll take my own experience and share it to ensure accurate information is provided to all. We can leave it at that.
Be great if you offered it as an alternative view, rather than forcing your way through.
Your money your loss though. Not being able to sort by subject was a real kick in the Richard to our company, and are now sourcing a new ticketing system.
Heather Rommel - I see a lot of comments saying that they need to sort by subject. But no one explains why.
Custom ticket field #1
Field type: Drop-down
Field values: CA, MO
Custom ticket field #2
Field type: Drop-down
Field values: Process, Receive, Claim, Return action...
Customer ticket field #3
Field type: date
Update ticket view to include columns for those 3 fields.
You're now able to sort by those 3 fields, you can report against those values, and it's still "visually organized".
It's not rocket science
And then you have to go into each ticket to apply those custom fields.
Michael Steward - how are those values getting in the subject line?
For me, its a date that's type into the subject field of an email.
Chris Fassano sure you could absolutely add a way to manually sort those tickets .. but then you would have to have an agent touch every ticket and add a ton of work when the easiest solution is just to sort by subject. Why should we, the customer, have to do more work for an arbitrary change that is is apparently extremely unpopular.
In my opinion this is the biggest problem with these changes, being able to sort by subject is basic 101 stuff, but it is being removed with no offer of feature parity.
BradAtStash - Who's adding these values to the subject line in the first place? Are you expecting the ticket requester to follow a specific format? If they don't then an agent will have to update the ticket anyway.
If the ticket requester is responsible for populating these values with correct syntax, why not just have a ticket form with required fields?
Chris Fassano I have no idea how those are getting there... it could very much be a web form that generates an email, or it could be a standard email subject from a vendor or partner. I didn't assume it was from a form, but you may be correct?
If you want to make that form available to customers, sure that could be a workaround in very specific use cases... but why does a paying customer have to change an established process... there has been no explanation given for removal of basic function that all competitors have, except "speed".
This change may have zero effect on you... if so thats great news! But for others with established processes and large ticket volumes and large agent teams its extremely inconvenient.
His assumptions are incorrect, and again, he is trying to smooth over the removal of basic table sorting features for some reason.
Those are email subject lines our CSR follow in accordance with our companies operation procedures. Different companies operate differently, knowing that is also not rocket science, it's common sense.
No agent interaction needed to fill out the drop-down. It'd be a trigger per string. It's still a workaround for the issue and may inflate the number of triggers in the backend, but it meets this use case if the subjects are constant and consistent:
Fun fact, I haven't even started ranting about the removal of numbered pagination.... Like when you have 20 pages of support tickets, and you are trying to guestimate the time you need to allocate to solve them, it gets a little stupid when the ONLY VISIBLE UNITS OF MEASUREMENT are removed... I'm thinking Salvador Vazquez may want to consider reading what his customers say... Especially when some of them are F500s...
DJ Jimenez that would work great if their triggers actually worked well, and if our staff typed the text correctly every time, but sadly they do not. Not saying they should remove the triggers features, but they definitely need improvement there as well. Their platform doesn't even support Boolean logic in all of it's fields. Hell a few updates ago, they broke their search feature so that if you used the status drop boxes when fine tuning your query, it would erase all of the text in the search field XD
This is helpful how?
Because there is no pagination on their forum, you can't tell without looking at the address bar that there are now 3 pages worth of comments on this issue they have caused XD
Scott Burnham Zendesk Triggers should work fairly consistently across the board. Bare in mind Triggers only fire upon Ticket update or creation.
In regards to the pagination, you should still be able to see the page number you are on, and how many pages there are:
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