| Announced on | Rollout starts | Rollout ends |
| September 11, 2023 | September 29, 2023 | October 10, 2023 |
In response to customer feedback, Zendesk will be improving the views experience on September 29, 2023 by doubling the amount that is automatically displayed, introducing a section for quick access to Suspended, Deleted, and Manage Views and offering two new permissions to give admins more control on the Views panel.
This announcement answers the following questions:
What is changing?
Today, the Views panel is limited to 12 shared and 8 personal views, which our customers have said is too restrictive to support their workflows. With this change, the Views panel will automatically display 30 shared views and 10 personal views in collapsable sections. Underneath those sections, a third will offer up quick links to Suspended, Deleted, and Manage Views.
Expanded shared views:
Expanded personal views:
Collapsed shared and personal views:
Admins on Enterprise plans can edit custom roles to control or limit agent access to views and views filtering using two new permissions – Reduct view count and Access view filtering. The Reduce view count permission allows you to limit the maximum number to the previous default experience of 12 shared views and 8 personal views.
Why is Zendesk making this change?
Customers rely on views to organize their tickets into lists which are then used to power their workflows. They’ve told us that the current limit is too restrictive. By doubling the amount of Views that are displayed automatically, we are improving the usability of that section for everyone and offering new permissions to give admins more control over the agent experience.
What do I need to do?
There’s no action required, the views experience will update on September 29, 2023. On Enterprise plans and above, admins can control or limit agent access to views and views filtering with two new permissions. The new permissions, Reduce view count and Access view filtering, can be added to custom roles.
45 Comments
My team is very excited for this enhancement, its been a LONG time coming.
AMAZING!!
This is one of the top 3 ZD feature requests for the last 12+ years.
Yes yes this is what we've been waiting for!
Very excited for this to finally happen! Thanks Salvador Vazquez!
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
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.
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.
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?
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.
Salvador Vazquez thank you so much! that's great to hear, looking forward to that :D
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.
Do you have a visual of what the page with 30 views will look like after this change?
Thank you for this update. A really long time coming and greatly appreciated!
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?
Will admins be able to set the exact view count number for each role? Is this setting for both shared and personal views together?
Will you be able to have custom collapsible sections? Or will it be limited to just 2 collapsible sections for "Shared" and "Personal"?
Will this be available for both agent workspace and the old GUI?
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.
Peter Godden
i think Salvador tried to make a new section but it didn't worked :D
FINALLY!!!
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.
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?
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.
Took a decade but I'm glad we are here! :)
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?
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?
This is wonderful news, thanks Zendesk!
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.
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?
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...
Also noting Salvador Vazquez that our instance is not updated yet as well, but hope this will be sorted by end of day tomorrow.
Ours isn't updated either, trying to confirm when/if this is happening.
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