Views: Best Practice

16 Comments

  • Jessie - Community Manager

    Thanks for the tip, Graeme! :D

    2
  • Jennifer Rowe

    Great info here! Thanks for posting this, Graeme.

    1
  • Kim R Robinson

    The global view "all unsolved tickets" as depicted above disappeared today. How do we get it back?

    0
  • Aaron Pewtherer

    @Graeme

    Can you test the theory, "By default, views are sorted from left to right in column order." I cannot seem to replicate that.

    Screenshot below is, "Order by > Assignee":

    0
  • Graeme Carmichael

    @Aaron

    Thanks, Text updated.

    0
  • Christina

    Hi!

    Is there anyway to have the "your views" sit at the top of the page instead of the "views" list (in the navigation on the left)

     

    Thanks!

    Christina

    1
  • Graeme Carmichael

    Christina

    That is a great suggestion, but unfortunately that is not possible at present. 

    0
  • Catharine Coleman

    Hi,

    Several times now,  views that I have created and use daily disappear.  I have not deleted them.  Can someone tell me why they randomly are erased?

     

    0
  • Nicole - Community Manager

    Hey Catharine - 

    Thanks for your question. How many views are you trying to use? You can only see 8 at a time in the Agent interface, so it's possible that they're still there but getting bumped from your sidebar. 

    If this is the problem, here's a great article from the Knowledge Base on using views to manage ticket workflow, which includes info on how to reorder, sort, and filter your list of views. 

    Let us know if this helps, or if you're still having trouble. 

    0
  • Emilio Trench

    "The number of shared views listed in the sidebar is limited to a maximum of 12."

    This is arbitrary and your work around  of editing the copy to clipboard link to actually view them is an absurd thing to have to do. There are these crazy things called scroll bars that exist. We use them to see more data off the page. In this modern world folks are used to them.  and in fact will appear on that sidebar when you have additional "My Views" if you screen is not large enough.

    So get rid of the arbitrary 12 view limit and folks won't wonder why things seem to disappear or be annoyed every time they need to look  a public view that is not in the top 12

    1
  • Jenn

    It would be great if you were in multiple groups you were given the choice of which "group" views you wanted to see.  the limit of 12 is horrible when you cannot customize it and must monitor multiple views at once, some having a much higher priority over others.  Its a bit absurd that I have to keep bookmarks of all my views or go into the view all to search them (which doesn't display ticket count next to it without entering the view). Please consider adding this option. 12 views may be great for low end users but for those of us responsible for multiple things it is a nightmare.

    3
  • Jim Stratton

    > Views that are used most often should be placed near the top of the view list

    That makes sense, so how do we determine which views are used most often?

    0
  • Graeme Carmichael

    Jim

    i do not believe there is a metric that counts the number of times a view is used. So, it comes down to discussion with Agents around what views they are using and the views they should be using. That will vary from business to business. Understanding your own Agents and business needs is critical. 

    0
  • Chris Thomassen

    I agree with Jenn, why is there a limit of 12? I do not understand. Let us (customers & users) decide what works best for us please. I also really need more than 12.

    0
  • Chris Thomassen

    Quite surprised to see that there are many different topics regarding this issue, some dating back several years and closed for comment now.

    https://support.zendesk.com/hc/en-us/community/posts/203434076-Show-more-views-making-the-view-pane-scrollable-

     

     

    0
  • Nicole - Community Manager

    Hi Chris, 

    They're closed for comment as we have been redirecting everyone to the conversation on how you use views, as noted in the official comment. 

    0

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