|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.