Views - Make available for multiple Groups

Planned

91 Comments

  • Pete Holborow

    Adding my voice to this - it looks like it is planned which is great!

    0
  • Chris Haynes

    I would agree that this would be a beneficial addition. 

    0
  • Helvijs Vigners

    This is what we need! :)

    0
  • Joelle Quinn
    Hello,
     
    We would really like the ability to make a view visible to a select number of groups. This would be very useful for a organization with multiple groups using Zendesk as this could get messy.
     
    +1
     
     Regards,
    1
  • Linda Larsson

    We really need this to.

    0
  • Kristin Bouveng

    Would it be possible to have a little more insight into the plans around this?

    It's been 4+ years and very little info apart from 'we really want to do this'.

    If part of a larger project around views/macros, where does this sit? Is it actually being worked on currently, or only on the product roadmap waitlist?

    Would love a reply on this!


    Thanks

    1
  • Zac

    We need this in our lives!

    0
  • Carla Shotwell

    We would really like this also, and I've made the same comment for macros.  

    0
  • Jake Holman

    This is almost in development. We're currently applying this to macros first, and then switching to views. The work is almost identical to that which we are doing for macros - so this shouldn't be too long of a wait.

    We'll keep this thread updated as we enter proper development, and as we complete.

    0
  • Blaine Geston

    It's sad to see that nothing solid has been done about this yet since it was first mentioned in 2013 :( This should be considered a basic feature already as most teams nowadays work in a web-like structure. 

    0
  • Kristen Mirenda

    Hi @blaine! Sorry I missed updating this post a couple of weeks ago when I announced this feature for macros. It's available now (full details here) and views are officially on the near-term roadmap. We first have to make the edit page updates for views, as we did for macros.

    0
  • Joel Hellman

    Hi Kristen

    Looking forward to being able to designate views to be shared across multiple groups, this has the potential to make life so much easier for us with many teams and groups. 

    I see a challenge for us setting the proper conditions when dealing of these shared views in some situations, however. When sharing views across multiple groups, in many cases I would like to have conditions like this:

    ALL Condition
    Group: Group1 OR Group2 OR Group3

    We currently lack support for that kind of multiple statements logic in Zendesk. While we do have the separate ANY condition set, in our case, we already use that set to test other conditions, so we can't really use it here. 

    Removing the ANY conditions sets and moving it so that a single line in the ANY conditions set supports OR conditions instead, would simplify my life a lot as an Administrator. That change would make setting up business flows and views quite a lot easier than today, where I have to make extra triggers and actions to push additional data into the ticket that I only need to workaround the limitations in the condition logic. 

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  • Karyn Tooke

    hey zen support - any news as to when these options would be deployed for views? either multiple groups or a combination of groups & agents, anything to make it more flexible than currently would be fantastic.

    0
  • Kristen Mirenda

    Hi @karyn -- it's on the near term roadmap. Priorities are always in some degree of flux so I'm afraid I can't provide a timeline until it's actually getting worked on, but as things stand, we do intend to do this. First, however, we need to redo the View Edit Page as we did for Macros (and are currently doing for Triggers). 

    0
  • Joel Hellman

    Hi Kristen

    Do you have views for multiple groups on your roadmap for Q3?

    1
  • Kristen Mirenda

    Hi @joel -- it is on the roadmap, but unfortunately not for Q3. 

    0
  • Pius Adekoya

    Hi Support,

    This exactly what I need to separate multiple views for different groups, kindly add this feature asap, it is long overdue since 2012, when this thread was opened. All other options are just work around and they are not acceptable, keep us posted.

    1
  • Nicole - Community Manager

    Hi Pius - 

    As Kristen said, this development is on the roadmap, though not in the immediate future. As is true for all businesses, Zendesk has many priorities we must balance when developing features and functionality. Some developments have many dependencies, some are more complicated than others, and and there are many different factors that must be considered. 

    We will definitely update this thread when this functionality has been rolled out. Thanks for your patience - good things are coming! 

    0
  • Nuno Parreira

    Nicole,

    I find it odd that after Jake's comment (https://support.zendesk.com/hc/en-us/community/posts/203430856/comments/249175487) stating that the work to be done for views was almost identical to the one on macros you are taking so long to have this feature rolled out.

    Actually, it is even more strange that something that was already planned to be done after macros now is put back on the roadmap but not for the immediate future.

    I'm really disappointed that you gave us expectations on this and then went back with your word.

    0
  • Nicole - Community Manager

    Hey Nuno - 

    Thanks for sharing your perspective. I know it's frustrating to think that something is coming and then not to see it when you had hoped or expected.

    Any and all roadmap projections that we share are just that - projections - which always carry the caveat that things may change at any time. We don't share specific timelines or dates, and it's because these things do change sometimes.

    Jake left the company before I joined, so I don't know the exact history of why his project was delayed. 

    What I can tell you is that there are many reasons projects change or get delayed - sometimes something proves to be more complicated or have broader impacts than we initially expect, causing us to change timelines. Sometimes, we acquire a new product or have something else in the works that will solve the problem, so we stop development and wait for the new thing to roll out. Sometimes, something else becomes a more urgent priority and we are forced to stop a development and redirect our resources elsewhere.  

    We can't make any guarantees or estimates on the timeline for this functionality, but we will definitely keep this thread updated through the development process. 

    0
  • Nuno Parreira

    Hi Nicole,

    Don't get me wrong. I also work at a product software house and I know that sometimes our priorities need to change.

    What worries me the most is to think that someone left your company (Jake) and all the context was lost; your words "I don't know the exact history of why his project was delayed".

    Looking forward to your updates on this feature.

    Thanks,

    Nuno

    0
  • Christa Agius

    Any update on when this will be released?

    1
  • Kim Lake

    Is there any update on this? It looks to still be in planning a year later?

    https://support.zendesk.com/hc/en-us/community/posts/203430856/comments/249175487

    0
  • Kristen Mirenda

    Hi @kim and @christa -- this feature is still on the roadmap but not close in enough that I can give you a confident update on the exact timeframe, I'm afraid. We are very aware of the impact of this issue, however we are working to balance it against many competing priorities.

    0
  • Nick Baker

    +1 this would be a very welcome addition. 

    Hopefully it's just a perceived lack of support for the change that has meant it's been on the road map for so long, and not a more complex technical reason.

    0
  • Nicole - Community Manager

    Hey Nick - 

    We can't speak to why other things have taken higher priority, but thanks for adding your vote!

    0
  • Tobias Hermanns

    We also need this feature, we´re working with 10 groups and if views are limited to 12 Shared that run out of control.

     

    +1

     

    Thanks!

    0
  • Alex Clausen

    +1

    Hi Zendesk, I know you have different teams working on different parts of your program suite. But the teams handling your Macro feature have already fix this.

    Instead of just being able to choose one group I can add as many of my groups I want. Please look to who they have implemented this

     

    PS.: maybe you should encourage more communication between your teams..... 

    0
  • Tobias Hermanns

    When will this come now?

    0
  • Kristen Mirenda

    Hi @Alex -- it's the same group working on both features. Because the features exist separately, the team has to do the work separately, and given the size of the backlog, has not been able to complete the same functionality for Views yet. 

    @Tobias -- while they have made headway on this, unfortunately I don't have a definite launch date at this point. It's a small team of 5 that is responsible for building, enhancing, and fixing everything having to do with workflow business rules in Support. It's a great volume of work and we must make hard choices that sometimes mean even valuable functionality has to wait.

    1

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