| 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.
159 Comments
Salvador Vazquez Can we have an update on the filters being added back?
Is this request just being ignored now?
I'm getting complaints from my agents about this change, its not gone over well at all. We utilize the sort to locate a problem or its incidents using the sorting by subject. We review for duplicated tickets by sorting by requester, agents looks for specific groups tickets in the tier views. Were struggling to fit all of already existing views in to the limited list we have and now we will have to make more to accommodate this change.
Meg Gunther - Are you referring to the removal of the ability to sort tickets by subject? That's only for the user profile page. Not ticket views. You'll still be able to sort ticket views by subject.
Chris Fassano That is actually not true. You cannot sort Tickets by subject in either view.
Shayan Moussawi - The article explicitly says otherwise. What am I missing?
Chris Fassano the removal of sorting by Sender and Subject in ticket views is described here Announcing changes to views sorting and ordering – Zendesk help.
Chris Koboldt - Thank you!
Can we get some support on this? I've already posted multiple times in the slack channel and contacted support. It’s already Aug 6, and we still don’ t have access to the changes in any of our d3v accounts. Aug 25 does not give us much time at all to migrate code base for all of our apps. Are these rollout dates still accurate?
Hello everyone,
We understand this is going to be a transition period and has been challenging to plan for this. We want to make this transition be as smooth as we can for you.
We have decided to push this roll out back. We are working on delivering filtering capabilities this month and expect this to help be a workaround to cursor based pagination. look out for the new announcement of the capability coming soon. If you need any specific help with work arounds or getting something setup in your test account please reach out to your respective account representatives and I will get looped in through them.
Salvador Vazquez Thank you for the update. Can you please clarify if this will impact the Views API? Specifically, will offset pagination be disabled for the /api/v2/views/{view_id}/tickets endpoint when your rollout has completed?
Salvador Vazquez
Is there a timeframe on that? The options are still missing even after clearing the cache. Does this only apply the pagination issue, or the entire issue?
Salvador Vazquez, since you push back the roll out date, can you kindly return back the sorting option please?
Also, one suggestion that if Zendesk will implement a change might as well not to remove yet any existing feature that is totally HELPFUL then leaving us hanging.
I came across this post today and am extremely frustrated to discover this. Ever since we were switched to Zendesk from an on-premises database solution, the primary frustration (outside from the most bogus text editor I've ever encountered) is the lack of sort, filter, and pagination options. It's already extremely frustrating to not be able to sort contacts by any seemingly useful information, like just alphabetical order even. Removing this functionality from profile pages makes it not only more difficult to see what's going on for a customer, since sometimes new tickets won't show up at the top of a requester's profile, but also makes daily ticket management as an individual more difficult, as many use this page to check the tickets they have been tagged as a follower on, see tickets outside of the "active" view, and so on. I know that people in the comments have suggested using views, but we already use more views than are allowed to show in the menu at one time, so this is a vital page for us. My humble opinion is that if there's a column, you should be able to sort and filter by it. I really hope they reverse this decision, removing functionality instead of removing it is super disappointing.
Megan Murray
I agree with everything you are saying, but unfortunately, Zendesk really doesn't care for their customers anymore.
They have openly admitted that their Dev team are not skilled enough to continue to Dev for the simple filter features, so they've chosen their Dev to remove those features to meet the team's skills and capabilities over their customer's requirements/needs.
I have been trying to arrange a meeting with our 'Account Exe' but so far resisting.
Below is a direct reply from said 'Account Exe'
"I understand you are wondering about the Subject Line Filter feature which was removed. Just to set expectations, I do not believe this will be coming back as it is not on the roadmap as far as I know. "
You announced this changes then keep on moving the roll out date and at the same time you already removed a very functional and helpful feature. Not sure zendesk if we are really for the improvement and if we are taking the customer experience very seriously.
We have pushed the rollout of this until after the holiday high season and will get the change in towards the end of Q1 2023 with more details to come as we solidify a date.
@Salvador Vazquez
Are you joking? - not been able to filter by 'subject' since August.
You've not rolled anything back because the features are not available to filter via 'subject'
Can you confirm exactly what features you are rolling back??
I've lost ALL confidence in Zendesk.
Basically continuing to use it until we've got all our data imported into a new ticket system, one where they actually care for customers feedback and don't flat out lie.
Hello all,
Another key update from me. I have updated the dates to reflect the latest roll out dates for March 21 - 31, 2023. We hope the new filtering capability will ease the transition to this new experience as Zendesk continues to shift towards cursor based pagination. We are also working on increasing the number of views you can have on the side panel through a very small and closed EAP. As we get feedback and finalize the experience we will share more details. If you have concerns or need more specific help please reach out to your account representatives so we can work through your specific concerns and issues.
I had not idea about this coming change until today when I opened a support ticket because the page numbers are now missing. This is a HUGE inconvenience. Wowza. Please revert.
I will leave a comment here as well as in the feedback.
Regarding the pagination, this is confusing to agents.
How is it that when you open a ticket view, the most recent one appears first, but then it appears as if there is more recent information?
I am greatly disappointed in your company's improvements.
We are dealing with high loads of tickets, and removing the page numbers is causing plenty of issues for us.
Why was this page number downgrade rolled out, or is the intention to force us to spend more time with the search function and push our agents to do the same?
I only see Zendesk removing features instead of bringing more value for customers; I wouldn't be heavily surprised if there would be a paid application soon to get the page numbers back.
We are dealing with a large number of tickets as well, and the ability to select a certain page helped us quickly navigate through the view and address whichever issues we have. You are gradually removing features that your customers are using and building their workflows on - first, you've removed the Subject column sorting, and now this. We do not want to increase the number of views, we have plenty of them - and creating a view for each step of the workflow seems odd. Is not this sort of moving backwards?
Is there any way to quickly jump to a specific page now?
This Change is an absolute catastrophe.
I think nobody who uses the product Zendesk can be in charge for this.
The whole workflow is destroyed. And the advice to do more views is just not working.
It's just possible to have shown 12 Views for each Agent. We already had problems with this restriction and your solution is to use even more views?
Pls just roll it back and start working on issues on your product and don't destroy working things
Despite NUMEROUS customers stating this change would not work for them, Zendesk have done it anyway. We put up with the poor after service due to Zendesk being such a great product but if options continue to be removed, at which point will the 'great product' be outweighed by the terrible customer service? ..... Disappointed
This is a big breaker for sorting through the Suspended and Deleted ticket views, as to my knowledge these can't be filtered or modified in any meaningful way. Not only that, but recovering suspended tickets resets the pagination of the view, so you have to go back and find your place every single time. Not a great user experience.
We would like to see the ability to get back numbered pagination instead of the updated one. The updated one is a step back IMO.
After this update, we do have a whole department complaining that views are less usable because of the pagination. I understand that cursor pagination speeds things up by not having to fully compute offsets and full collection counts but the cost / benefit from an UX standpoint is really really poor. Think that this software is used by customer support, we do deal with a big number of tickets that should be accessible quickly through views and pagination is part of this. For us, this update is surprising because all the guidance that you offer into Zendesk Garden for example, is to implement good UX practices, a principle that it seems that you are not following with this update. Not good.
The removal of the numerical page numbers is not user friendly, poor to navigate and has given no benefit to work through pages. Useless change that has just made looking through views laborious.
Plus. This slows navigation to a crawl. Horrible change.
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