Views and enhancements for End Users

Comments

203 comments

  • Avatar
    Graham Robson

    I agree, there are quite a number of features available to Agents that are not offered to end-users. These would enable end-users to get more value out of the data they have inputted!

    I recognise that it's a Zendesk theme to make the user experience as simple and clean as possible, I agree that too many 'features' can get in the way of this experinece. However, believe it should be a choice. This can be achieved in a number of ways & levels. Basic & Advanced switches, even personalization. These capabilities could even be controlled by the Admins on an Orgnaization by organization basis.

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    Paul Keck

    End user views would be great. To keep things simple for the und user, I vote for choosing one of the views currently built (active or inactive) for each organization. This allows admins to control what the organization sees when they look at all their open tickets.

    Thanks!

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    Mark Rothfield

    anything that adds to the stickiness of the user experience will be of value to us, as we would like our users to want to visit the site, not just when there is a problem but to investigate and interact in a way that they find helpful

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    Arron Kau

    Ditto. This is going to be a huge obstacle to our adopting Zendesk; I can understand wanting to keep the experience for end users simple, but this hugely important functionality for any user who is in an organization with more than a couple of requests and who needs to be able to get a real overview of the tickets. 

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    Amy Au-Yeung

    Hey guys,

    Thank you for your input, and yes of course we do care about our users' experience! :) But I'm sure you all understand that having too many features can sometimes complicate things and may have negative results at the end.  Having said that, it doesn't mean that we can't have it as an option so agents / admins can decide what's best for their end users.  Allow me to bring this up to the team, and I'll let you know when I hear anything.

    Cheers

    -amy

    Zendesk Support

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    Jacob Leffler

    Hi Amy,

    Thanks for checking into this.  I would ditto this request.  We launched Zendesk for our support one month ago, and I've already had several customers request the ability to export all of their tickets.  Since they have so many tickets, this usually means that one of our agents has to take the time to do this.

    Thanks,

    Jacob

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    Ben

    Ditto, i'd like to be able to edit the views for end-users. A client needs to see some custom fields in his request list

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    Igor

    This would be great, but keep it simple.

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    Jake Holman

    Hey all,

    Just to get a stamp on this; it's not something we're planning on opening up.

    The idea of letting End-Users customize their view is certainly not something that's likely to happen, mainly because Views are a very heavy burden performance wise.

    However, it might be possible for us to be able to allow Admins to specify a certain (set) layout for End-Users. That's something that's not been discussed though, so I couldn't possibly say if nor even when we might have something like that.

    _Jake Holman
    _Zendesk

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    Jacob Leffler

    Jake, I think that would be an acceptable compromise that allows Admins some level of control over what the End-User gets to see.

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    Jake Holman

    Hey Jacob,

    I agree, although acceptable and possible are two rather different things. I'll try and update this topic should we make any progress on this; but please expect that to take some time.

    _Jake Holman
    _Zendesk

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    Igor

    I wouldn't allow my end-users to create (and play) with their own views - it would complicate the whole user experience, but it would be great if and admin (or unrestricted agent) would be able to create a view that is visible to end-users. 

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    Steven Bonisteel

    We were asked just today to have the "Request Date" and "Update Date" appear in the end-users' ticket view.  Customers didn't want to do it themselves, nor did they care for any other flexibility in their hands. So, allowing *us* to make those  customizations would be great.

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    Bill Sapp

    I don't understand the notion that giving end users some very reasonable options would complicate or confuse them.  I'll give you that it is very simple now, but giving them some control to display what view they would like to see their submitted tickets in will only add to the usefulness.  For those that do feel like the status quo is preferred, then let's at least put the settings in the hands of the administrator.  A few things I'd like to see in terms of end user control, above what is already mentioned...

    • Allow fields exposed for initial ticket creation to be editable on ticket update as well; setting to allow this controlled by administrator.
    • Allow end users that have the option enabled to view tickets submitted by others in the same organization, to also make comments on those tickets; setting to allow this controlled by administrator.
    • Allow the view for tickets submitted by others in same organization to be merged into the check existing requests view as a link to display that list; setting to allow this controlled by administrator.
    • If tickets by others in same organization cannot be merged into the check existing requests view, at least allow the tab to be given a different name than the Organization.
  • Avatar
    Conrad Selle

    We really need the ability to customize the end-user views.  Although I agree having complete customer control and flexibility in them self-defining their views, if the performance hit is the issue, then can we make this at least Agent configurable?

    It's almost ludacris to believe that every end user has the same reporting needs (across every one of Zendesk's customers?), and being able to at least add additional fields or customize sorting just like we can for agents would be a minimum requirement.  When could we expect something like?

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    Corey Ganser

    I'd like to add a +1 for being able to customize the view for end users.  We have a strict customized workflow and need to expose certain columns to the end users so they can see at a glance their support usage/status

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    Leigh-Ann Scarratt

    Yes, please, let's have the option to set up views for End Users, even if it's just the same view for "Open Requests" as you currently have for "Solved and Closed Requests" - the sooner the better please - my customers are chasing!!!

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    Paul York

    Hi, I'd like to add a +1 to being able to customize our user end views too.

     

    Our customers have asked just to see the task type field on their view so they can report on an adhoc basis what's a task v's what's been regarded as a bug.  If we could make fields visisble in this view that would be fantastic.

     

    Thank you,

     

    Paul.

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    Stephen Haley

    This is a frustrating forum string to read.  There is always a manager or account rep that resides on the customer side who would like status as to the resolved / closed to date tickets.  Not providing a quick editable view/report feature to users who have "view all tickets permissions" defeats the purpose of having an automated self-service ticketing system.  In addition, the lack of this functionality provides extra burden onto our staff to provide daily exports of this information to our client base.  This is yet another issue I have found with Zendesk.  I like the business model but not the limited zendesk functionality.  I hope a solution is forth coming so I don't  have to stand up a hosted solution on my own for my clients.  

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    Jake Holman

    Stephen, I'm not entirely sure what this has to do with the original feature request? This is specifically about views for end-users (end-users being your customers). Perhaps you could clarify a little for me?

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    Victoria Aviles

    Hi, all -

    We are evaluating implementing ZenDesk for our support team, and the layout of the "Open Requests" page is one major outstanding issues we're thinking through.  We often have clients with 15+ open requests, and having to scroll through the "bubble view" (as I call it) is very unfriendly.  I don't understand why a grid-view layout isn't availbale for "Open Requests", even though it's used on all other pages (past requests, etc).  I would even be okay with setting this across the board for all clients rather than it being a configuration option for each user/organization. 

    I'm having a hard time envisioning rolling ZenDesk out to our clients without that functionality.

    Any updates will be great!

    Thanks,

    Vicki

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    Anton Marinov

    Helllo,

    I had a customer who has access to Organization-wide tickets. They were asking if they can get to see the date the ticket was requested, so that they can go through older issues and push where needed.

    I saw some notes earlier to maybe allow the end users to create a couple of views or at least allow them to modify the existing view.

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    Andrew Weesner

    Yes, it would be nice to create custom views for end-users and not just agents.

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    Paul Benn

    My customers have said that the table view is much better, they see this if they are a Organisation admin, but hteir defult personal is list.

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    Kumpula, Michael G

    I agree this is a need not a want.

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    Jake Holman

    @Michael: could you perhaps add why it's a need, and not just a want? And what part is the need? 

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    Kumpula, Michael G

    some of my end users are managing requests within a particular group requiring the group manager to view them all and we ask them to rank them in priority. this can be very difficult with the default view.

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    Sandrine Moreau

    I agree this is a need, not a want. All of my customers have asked for a better view of their issues. It would be great to have the Zendesk admin be able to define the views for end users. It doesn't have to be organization specific. I'm sure a lot of us use custom fields. An example for me is the fact that when an end-user looks at their issues, they have to open each and every single ticket to see whether it's an issue, a bug or an enhancement request and see where it's at. So, basically my support guys end up pulling lists as agents to send to them

     

    Thanks!

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    Steve Rodgers

    This is a requirement for our end-users.

    I assumed this was a feature that we could customise but quite frustrated right now that it's not.

    Customers want a simple tabular view, including custom fields, that they can print off to discuss in meetings.

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    Phil Shackleton

    We need this! Dont understand why a table view for end users was not included.

    Have you tried viewing a large number of tickets as an end user? It's totally unmanageable.

    Please can you allow admins to set the views for end users a.s.a.p

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