Views - Make available for multiple Groups

Planned

91 Comments

  • Jim Stratton

    I came here to try to figure out how to do exactly this, and discovered instead that this is YET ANOTHER customer request that has been repeatedly asked for, for the last SIX YEARS.  Frustrating...

    2
  • Alex M

    +1 from me on this too. We have 6 groups and 40+ views, and need to be able to compartmentalize access to specific views for various reasons. As has been discussed this is possible by creating more groups, but this is horribly over-complicated and gets exponentially more difficult to manage as we release more products. We moved away from Zendesk to Helpshift at my previous job due to missing features like this, and I'm disappointed to see many of the same features are still missing.

    Any update on the ETA?

    1
  • Kristen Mirenda

    Hi @Alex -- we're making slow progress but owing to many competing priorities I unfortunately still can't give you a timeframe for completion. 

    -1
  • Andrew J

    Just to confirm - macros have been given this functionality some time ago.  Certainly looking forward to seeing this in views.

    Thanks for the update Kristen - there has been so much going on over the last few years, it's not easy for us users to understand why relatively obvious things like this keep getting pushed down the queue. That said, a lot of little things like this have been sorted.

    Perhaps if they slow up on the acquisitions and integrations they might be able to throw a bit more resource at the backlog :)

    5
  • Mike Dominguez

    Agreed with Andrew. ^

    I love the functionality with assigning Macros to multiple groups. 

    Adding the ability to Views would be great! 

    3
  • apomeroy

    I fully agree - especially since there is a cap on the number of views that can be displayed at a time for a user. 

    3
  • Siobhán J.

    Super +1!

    We recently merged with a company in a different country. As a result some of our agents will be working in both spaces, however not all of them will, and we are having to get extra creative in adding new groups to allow for agents to have access to their views without receiving their phone calls.

    2
  • Brian M

    +1 to this. The lack of flexibility in group assignment for views currently a big pain point for me.

    Being able to have the same functionality to add multiple groups in the same way Macros has it would be great. Kristen's last comment of making slow progress was dated July 19, 2018. Is there a new update that Zendesk can share?  

    2
  • Tobias Hermanns

    I also want to see an scheduled update timeframe now.

    0
  • Nicole - Community Manager

    Hey Brian - 

    No new updates. We work in quarterly sprints so an update from July would still be current. Kristen will be back with a post when we have something substantial to share, but for the moment this remains something that is planned but it's dependent upon other things being completed first. Those things are being worked on, but we do not have an ETA that we can share at this time. 

    Thanks for your patience!

    -1
  • Hope Notz

    Count my vote in! This would be awesome!

    1
  • AndyR

    This isn't just a "nice to have", but a need to have. Please implement this ASAP.

    5
  • Ayryn Jones

    Please implement this asap! It would make life so much easier managing multiple team across Zendesk. 

    1
  • Randy Nieukirk

    Agreed! This should definitely be available for Enterprise customers. This should be a simple fix, allow us to choose multiple groups to show the view to.

    My workaround, until ZD actually does update views, is to create another group and add the members of each group to the new group. Maybe have a naming convention so you know the new Group is for access?? Like ACL-CorpIT - just some ideas since Zendesk obviously isn’t listening to customers.

    1
  • Nicole - Community Manager

    Hey Randy - 

    We're listening and continuing to work on improvements to the workflows for Support agents. I'll check in with Kristen to see if we have any updates to share on this specific conversation. 

    -2
  • Matt Dale

    That'd be great. I'm frustrated and duplicating the same, complex view as work-around for 8 groups today for this exact issue today as we revamp our Zendesk instance post-merger. Macros has the feature, just pop that fix in here 😜

    2
  • Nicole - Community Manager

    Hey Matt - I wish it were as simple as popping a fix in. Unfortunately, these things very rarely are a quick thing with no potential breaking impacts. But I know Kristen's team was working on some things related to the requests in this thread last summer. I've dropped her a note to see if there's any update. 

    -2
  • Nicole - Community Manager

    Hi all, the product manager responded that they had made some progress on this front and then the project was de-prioritized. It remains in the backlog, but is not currently being worked on. 

    -6
  • AndyR

    Please reconsider. Because of the dummy group being available to assign to we are now starting to see human errors affecting our reports. 

    0
  • Hope Notz

    I see this post listed as "Planned"!! Woot! Not sure exactly what that means as far as timeline goes, but it's something! Thank you, Zendesk - SOOO looking forward to this functionality!

    0
  • Jim Stratton

    @Hope Notz - "planned" means "don't hold your breath."  A former Zendesk employee wrote "We plan on doing this" FIVE years ago and this feature still doesn't exist.

    2
  • Andrew J

    Jim, in this case, Zendesk have added this function to most other areas it is needed, there is no reason to think they won't do this.
    That said, I fully agree this is taking longer than I would have thought reasonable. If I have 3 groups that need the same view, I can build 3 views, but the poor person who is a member of all 3 groups get 3 identical views!
    The workaround of adding the view to a new group and adding users that need the view to that group is tidier but hardly logical.
    @brett, can we get an update on this?

    1
  • AndyR

    One of my big issues with this is that Zendesk talks a lot about scaling customer service and support, but over and over again we meet big limitations in the Zendesk product that makes us unable to scale the way we want.

    2
  • Brett - Community Manager

    Hey everyone!

    Thanks for sharing the feedback :)

    I reached out to the appropriate teams here and progress has been made on this requested feature. That being said, we don't have an ETA of when this will be made available to the public yet.

    I realize this can be a very frustrating process especially when this functionality was requested 7+ years ago. I've passed your feedback on to our Product Managers and if they need any additional information they'll likely reach out to you on this post. 

    If you have any additional use-cases to provide keep them coming and I'll be sure the appropriate team gets this information. 

    Thanks again!

    1
  • Nuno Parreira

    Brett,

    I’m starting to question myself if you - community moderators - are all bots.

    ”We don’t have an ETA” is the only thing your community gets from you, and not just about this topic.

    7+ years and no ETA yet is just disappointing.

    Nuno

    -2
  • Nicole - Community Manager

    Hi Nuno - 

    I assure you we're all real people, with real feelings. We understand your frustration. Trust me, it's not super fun for us to tell you what's not coming - particularly when there are a lot of great reasons for the product team to build something that they just haven't been able to get to. 

    That being said, longevity of a request is not a data point that our product teams consider when prioritizing what will go on our roadmap at any given point in time. Just because something was asked for a long time ago doesn't make it feasible, or the best idea or most important things for us to build. 

    To provide some context, we receive hundreds of feedback requests every month, but can only develop a few dozen each quarter. This means that product development is a constant and ruthless process of prioritization. Sometimes users suggest something that is a really good idea, but it's just not more important than the other things we have to put ahead of it. This can mean a request can get put off for many development cycles, particularly if it's a nice-to-have and not business critical. 

    When prioritizing things, we look at the impact it has on a business, how many users it effects, what the most common use cases are, market and industry trends, and how it fits in with new innovations we have in the pipeline.  Sometimes, we have to build something else first to lay the groundwork. 

    It should also be made clear that the product feedback topics in the community are for discussion of challenges, but are not a case --> resolution system. There are no guarantees that we will build everything asked for, no matter how long it stays live or how many votes or comments it gets. But the conversations that happen here do deeply influence our product decisions, and we appreciate everyone's sharing. 

    The product manager for this particular area of the product has expressed interest in continuing to hear people's detailed use-cases, so if you have one you'd like to share, we invite you to do so. Thank you as ever for your feedback, and helping to make Zendesk better. 

    2
  • Pedro Rodrigues

    We understand longevity isn't a criterion that argues on its own for the relevance of a new development, it's just that this one, specifically, ranks 4th on the planned updates once you see it sorted by votes:

     

    In this case, longevity does matter: it's fourth because it's consistently being voted since its creation. It is now one of the top five feature requests. From an ignorant user's (like me) perspective, it seems a really long time for something which looks simple, at least comparing to other features -- although we all know how these things work, and how complex something can be.

    I'm already glad to see it categorized as "Planned", though!

    1
  • Nicole - Community Manager

    Hey Pedro - 

    I hear the frustrations regarding the amount of time that has passed. In the past, we didn't have a process for making sure that requests got a final decision in a timely manner, so things that product was open to but wasn't able to prioritize were simply left open for years, sometimes without being reviewed or followed up on. This was not the ideal way to run the feedback forum, and will be changing. 

    We have been putting some new processes in place so that decisions get made and threads either get integrated into a roadmap on or determined that they're a no-go and closed out in a shorter time frame and that these get shared back to the community. Thank you for your contributions and patience as we continue to make these changes and improvements to the Zendesk community. 

     

    0
  • Louise Dissing

    Hi,

    This feature would truly be helpful to us and a lot of our customers.
    Furthermore, when having this feature available in the macros, it would only make sense to add it to the views.

    We will be looking forward to having this feature! :-)

    0

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