Announcing improvements to the views experience in Support

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45 Comments

  • Michael
    User Group Leader
    Zendesk Luminary

    My team is very excited for this enhancement, its been a LONG time coming.

    2
  • Amie

    AMAZING!!

    This is one of the top 3 ZD feature requests for the last 12+ years. 

    1
  • nene inaba

    Yes yes this is what we've been waiting for!

    1
  • Jacob the Moderator
    Community Moderator
    Zendesk Luminary

    Very excited for this to finally happen! Thanks Salvador Vazquez!

    1
  • Luca Baldini

    I have two questions:
    1) Will this change be visible for everyone or only for Enterprise?
    2) If an Agent is part of a group with access to more than 30 views, how does it work? Does it always show 30 of them?

    We are currently using an App that allows us to see all views (Even more than 30).

    Thanks

    2
  • Darren Bell

    This is great news.

    This really should be available as a Preview for Admins so we can review what Views are going to appear and how.

    4
  • Rafael Santos
    User Group Leader

    Thanks, everyone liked this! 🙌

    Luca Baldini
    1 - I assume so.
    2 - Should follow the same as it does now for the 10, having the top 30 available views showing up.

    Darren Bell, that's possible for Admins via User Assumption. There's a community post's comment describing how to.

    1
  • Lydia Forsyth

    Rafael Santos will there be a way for agents to drag and move views to show the views they use most instead of the top views?

    0
  • Salvador Vazquez
    Zendesk Product Manager

    Thank you all for the nice comments and questions!


    Luca Baldini

    1) Will this change be visible for everyone or only for Enterprise?

         Yes! All plans will have access to more views but Enterprise plans will be able to modify custom roles to change the number of views that role sees
    2) If an Agent is part of a group with access to more than 30 views, how does it work? Does it always show 30 of them?

         It will work as it does today and grab the top 30 that the user has access to and display it in the side panel and the same for top 10 personal views. 

    Darren Bell
    "This really should be available as a Preview for Admins so we can review what Views are going to appear and how."
    Rafael answered it best. The best option is to assume into the agent to see. I understand that is not the most scalable way and we are hoping to create more transparency for admins in the future to what agents and groups can see in their side panels. 

    Lydia Forsyth
    "will there be a way for agents to drag and move views to show the views they use most instead of the top views?"
    This is not available in this release but we are going to be starting on the next phase of this soon that will include categorization of Views. As part of that we are also looking into a way to pin or favorite the most used views. But more info will come on that as we get more locked into the final designs. 

    2
  • Lydia Forsyth

    Salvador Vazquez thank you so much! that's great to hear, looking forward to that :D 

    0
  • Darren Bell

    My question was being able to Preview the new style...now. -  before the go live date.

    Not how I would view the new style as how an Agent will see it once it has gone live.

    5
  • Reshma Patel

    Do you have a visual of what the page with 30 views will look like after this change?

    4
  • DJ Jimenez

    Thank you for this update. A really long time coming and greatly appreciated!

     

    the Views panel will automatically display 30 shared views and 10 personal views in collapsable sections

    Will these collapse like how macros are nested according to title, or does this refer to the shared section and the personal sections collapsing as a whole?

    Reduce view count and Access view filtering.

    Will admins be able to set the exact view count number for each role? Is this setting for both shared and personal views together?

    2
  • Peter Godden

    Will you be able to have custom collapsible sections? Or will it be limited to just 2 collapsible sections for "Shared" and "Personal"?

    2
  • Kalle Windefalk

    Will this be available for both agent workspace and the old GUI?

    1
  • Jacob the Moderator
    Community Moderator
    Zendesk Luminary

    Salvador Vazquez

    Will the custom role permissions become available ahead of the expansion of views listed?

    I would want to make sure we don't just dump 18 new views into the UI until we've properly assessed their utility for all groups of agents.

    7
  • Ruddy DEROSIERS

    Peter Godden
    i think Salvador tried to make a new section but it didn't worked :D

    1
  • John Burke

    FINALLY!!!

    0
  • DJ Jimenez

    the Views panel will automatically display 30 shared views and 10 personal views in collapsable sections.

    I understand making the sections collapsible makes scrolling easier between shared and personal views than listing them as one long list. However I don't know how I feel about agents hiding all the shared views at once to favor displaying only their personal views.

    Management organizes the shared views list to standardize the agent experience. A full collapse of shared views encourages ignoring them completely. If the shared views are renamed or reorganized, agents will miss the updates if it stays collapsed and they focus on only their personal views.

     

    Please consider having the "Limit number of views" checked by default for all roles when this launches to give us time to evaluate how this will impact the teams.

    2
  • 이지훈(Lee jihoon)

    Jacob the Moderator

    I completely agree with you.

    Hello Salvador Vazquez and zendsk team!
    As an administrator, I have been accustomed to the 12 and 8 view display for many years. So even though there were unnecessary views, I didn't manage to go beyond the 13th.

    Just like you don't want your friend to see your messy room, I don't want to show my agent my messy views. I need some time to clean it. That's why I think "Reduct view count and Access view filtering" should be rolled out first.

    Could you please roll out “Reduct view count and Access view filtering” first?

    1
  • Salvador Vazquez
    Zendesk Product Manager

    Hello all, 

    A slight change in the roll out plan that hopefully helps those on the Enterprise plan at least. We are going to roll out the permissions selections on Friday September 29 Pacific Time Zone. You can update all your custom roles and save your selections but they will not make reflect the changes yet. On Oct 2 we will start the roll out and those role sections will start to take effect throughout the week. We hope this gives you some time to set those settings before it gets fully rolled out. 

    2
  • Mark Nino Valencia

    Took a decade but I'm glad we are here! :) 

    1
  • DJ Jimenez

    Thank you Salvador Vazquez - I see the checkbox available in the roles now but it's greyed out for Light Agent and Contributor roles (and admin but that's expected). Will they still see the increased amount of views?

    2
  • 이지훈(Lee jihoon)

    Hi. Salvador Vazquez

    I saw today that there was a "limit agents to the previous default amount of views" setting in the custom role.
    However, this setting is disabled for light agents. What should I do to enable this setting for light agent's role?

    0
  • Nick S

    This is wonderful news, thanks Zendesk!

    0
  • I'm on the Enterprise plan and still not seeing this. I see the role "Limit number of views" but not "Access view filtering." Do I need to do anything else?

    Also, I'm a little disappointed that the enhancement doesn't include nested views or the ability to group views. 

    3
  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Hey Salvador Vazquez - I can't see this on my end for some reason. I know the rollout already starts but is there anything we need to do to enable this? 

    0
  • DMKT

    Same here, already informed my team and the week is almost over with no changes on our side. I guess we are the unlucky last ones to be updated in the rollout...

    0
  • Jimmy Rufo
    Zendesk Luminary

    Also noting Salvador Vazquez that our instance is not updated yet as well, but hope this will be sorted by end of day tomorrow.

    0
  • Nora

    Ours isn't updated either, trying to confirm when/if this is happening.

    0

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