Better Way to Search and See Views

21 Comments

  • Nicole - Community Manager
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    Thanks for the feedback, Melissa. We heard about Quickie going away, and I know that the Support product team is looking into what needs to be done with views. 

    In the meantime, I encourage anyone facing similar issues to up-vote Melissa's post and share details about your use-case in the comments below. 

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  • Susan Maher
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    I add my vote to this request.  We have too many views to manage using native Zendesk and too many agents to pay for the new Quickie.  It is a great loss for us. 

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  • Tom Kirby
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    Yeah, the limitations on view movement seems like an oversight for Zendesk as I know so many relying on this 3rd party app to do something that surely should be built in.

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  • Chris Fassano
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    We're in the same boat. Our support team heavily relies on being able to easily switch between many of our views.  

    Some of our agents focus on specific types of tickets but provide backup for our various other products and support issues when needed. We have views that categorize tickets by status, escalations, channels, product and technical skill level. Because of this, many of our agents have well passed the 12 view limitation.

    The only reason why we use Quickie is that it allows us to overcome the 12 view limit. All Zendesk needs to do is remove that 12 view limit and allow agents to scroll through all of their available views.

    This really ought to be added as standard Zendesk functionality.

    It seems like the Support product team has heard all of this before in this feedback thread they posted last year. Community Discussion: How do you use Views?

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  • Susan Maher
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    I agree with Chris but would like to add that in addition to removing the 12 View limit Zendesk needs a search capability as well. 

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  • Jackie Ordan
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    Our team also heavily leverages quickie. For us, two solutions would work:

    1. Make a search tool like quickie available natively

    2. Allow individual users to customize what they see in the sidebar. Most individual users don't need more than 12 views, so if that could be customized on an individual basis that would help.

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  • Steve Weber
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    We have views to support different support teams.Some people work on both teams and cannot see all the views. If another company can solve this problem, why can't ZenDesk??

     

     

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  • Matt Savage
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    Can't agree enough with this suggestion.  Given the community discussion post that Chris linked above from ~2 years ago, it seems this feedback has been consistent across many Zendesk customers for quite awhile but hasn't been prioritized.  With Quickie no longer available as a free workaround, many customers are feeling like they need to pay extra for what they feel should be a standard element.  For a feature considered so essential to the agent experience that its icon is the 2nd one in the left nav after only the Home icon, this lack of attention is perplexing.

    I understand concerns about cluttering up the UI (hence why this panel can be hidden) and potential performance issues around returning a list of all available views (I have dozens and the initial load in Quickie often takes a solid 10s to return them all) which may necessitate some lazy-loading redesign.  However, neither of those design concerns seems significant enough to detract from agents' ability to find the actual requests they need to perform their job.

    If it weren't for 3rd party apps here (their existence is probably a big reason why this has gone unaddressed), there would be absolutely no way to find your 13th+ view(s) within the agent UI intuitively.  This is an especially poor experience for any agent who works across multiple working groups who have many views essential to their work.  12 seems like such an arbitrary limit, it's hard to comprehend why this exists in lieu of scrolling, nesting, search, or even pagination.  It's doubly aggravating because there's an actual scroll bar inside this panel that could easily handle this exact functionality were this limit not in place.

    I'll be honest: ordering views has been the single most frustrating admin task with Zendesk as our teams scale.  Having a single, monolithic list on the backend that determines who sees what and in what order is nothing short of pure chaos.  No admin can rightly anticipate the prioritization of multiple groups or users; similarly, users might not share view priorities, either.  If you reorder a view to help one person, now 5 other people tell you they can't find a view that used to be in the left panel.  Many users aren't even aware of the Quickie app; not surprising because it isn't baked into the views panel where it would most logically fit.

    In order of descending priority, I'd request the following changes to views:

    1. Remove the 12-view limit and allow some combination of scrolling/nesting to accommodate the full list of available views.  Feel free to copy this behavior straight from macros lists for v1
    2. Allow each user to drag/drop, star, rank, or otherwise customize their view order based on their own needs
    3. Add inline filters to views' columns to allow modification/reversion of defaults (e.g. assignee == (current user), none).  This will help agents find exactly what they need without needless duplication of views for additional filtering/sorting reasons
    4. Add search to views lists & descriptions
    5. Make view creation work like adding fields to forms: +/- to edit columns is far easier than dragging them all over the UI when you have hundreds of custom fields (I click & then Cmd+f the word col to bypass dragging as a hack)
    6. Display the filter criteria directly on the view somewhere (e.g. via a new Filters button/icon below the title, or at the bottom of the page) so agents can have an increased understanding of the scope of the view 
    7. Add descriptions to views somewhere in the UI, e.g. on view title mouseover events, after the title name, below the title
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  • Michael Laughlin
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    Not sure what I can add that Matt hasn't wonderfully covered. But we have 30+ views ourselves, some of which need to be on top for priority reasons. We have therefore run into the issue mentioned where some of the people using one view regularly now don't see it on the left.

    Having to then have agents click "More>>", but instead of expanding the list or even bumping a full list out from there (which is what the arrows make it look like), it takes you to the admin page to see all the views. This is VERY counter-intuitive. If we need to keep our eyes on multiple queues that are not in the top 12 for everyone (again as Matt says it can't be customized per person), then there is a jumping back and forth, because the full view list doesn't show how many are in each view, only the view names. 

    Please let us know ASAP if there is a quick fix in the works, this seems like its been a pain-point for awhile and only is not getting attention because Quickie has decided to not be free.

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  • Brett - Community Manager
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    Thanks for sharing your feedback Matt and Michael along with your detailed use-case!

    While I don't have an update or alternative at this time, this certainly helps provide visibility to both other users in the same situation as well as our Product Managers to review.

    Thanks again :)

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  • John
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    Of course there's no update -- the request for user stories was completely insincere. Asking for more user stories demonstrates that Zendesk has grown completely oblivious to what their customers are asking (and have asked for) for years. Since at least 2013 people have clearly explained the use cases and asked for more dynamic views.

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

    It's been 5 years. Asking as though it isn't immensely clear what your customers want and why they want it is insincere at best or reveals that Zendesk doesn't actually listen to what their customers are requesting at worst. Again this is the kind of behavior that enables more dynamic and forward leaning companies like Kustomer steal market share.

    Other first page google results for "Zendesk"+"Add views":

    https://support.zendesk.com/hc/en-us/articles/231732128-Can-I-increase-the-number-of-displayed-views-

    https://support.zendesk.com/hc/en-us/articles/225394488-Can-you-change-the-number-of-tickets-displayed-in-a-view-

    https://support.zendesk.com/hc/en-us/community/posts/360000070807-Amount-of-public-views-limited-

     

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  • Matt Savage
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    John- the 2013 post's comments contained another forum link back to 2010 about this same issue.  So this is nearly a decade-old request about a core feature, including the 2-year-old feedback thread which has so far yielded no tangible results.

    Now, I will say that Quickie Plus is a great app - the features & performance are nice, the price is quite reasonable considering that they could have demanded a king's ransom to serve up a feature that's clearly integral to how any reasonably-sized organization works.

    However, relying on a third-party to implement this functionality is akin to selling a full-price car with a top speed of 35 MPH.  It technically works fine as long as you use it exactly the way it was designed, but that design doesn't account for the reality that most people need to drive on the highway for it to be truly useful.

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  • John
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    I couldn't agree more Matt -- I find myself regretting the decision more and more to go with Zendesk when it's clear that they've shelved product development and are not interested in building functionality that isn't monetizable. 

    It's a shame, but I look forward to moving to some of the more advanced solutions that have entered the market once our contract is up.

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  • Matt Savage
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    I have mixed feelings on the product development side.  I enroll in almost all EAPs/betas as we're constantly interested in expanding the scope of what can be done in Zendesk.  I've seen a number of features take user feedback quite directly and spoken with a variety of PMs directly; I don't generally feel like my feedback falls on deaf ears.  Not all of that feedback gets prioritized how I'd prefer (e.g. views, GDPR tools, email processing), but often, progress occurs (e.g. Sunshine platform approach, side conversations).  I get that their business priorities don't always align with my own.

    In this situation, the free Quickie app generally met the product demand and therefore resources weren't devoted to it.  I didn't love that it wasn't handled natively, but there was a readily available, free solution until v1 ZAF apps started sunsetting and v2 apps almost universally decided to go the recurring subscription route, so I shrugged that off like most of us probably did.  Can't help but think that's what PMs did as well.

    I remain puzzled as to why feedback was solicited 2 years ago (inferring that a development team was tasked with updating this feature in the near future) and nothing came as a result in the proceeding months.  That's the inflection point that escalated this from "somewhat annoying" to "operationally painful".  If any improvements were made even a year ago, this would have been a non-issue now.

    If I were on the ZD end of this, I'd be curious to know what % of ZD agents have access to 13+ views, especially w/ regards to what pricing tier they're on.  I'd have to imagine a large plurality, if not an outright majority, of the higher-level tier customers meet this condition.  That, plus all the anecdotal data of these forum posts & the feedback conversation, will probably provide compelling evidence of why this should have been prioritized.

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  • John
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    Right, but my issue is that it's clear they are not attempting to actually solicit feedback for product development. Otherwise, they could easily query their DB and see the number of views by account and be done with it. Asking for user stories is nothing but an attempt at making people feel like it's all going to get better, but clearly over the past 7 years it has not...

    Sorry I'm just blown away by how Zendesk has handled this whole thing. This was a pain point during our initial implementation and we were told that Quickie would fix everything. Well what in the hell is the solution now? 

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  • Nicole - Community Manager
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    Hey John, 

    Thanks for sharing your concerns. I have escalated them both to the product team currently working on views-related work as well as the Voice of the Customer team. 

    The solicitation for feedback on views was 100% sincere, and the feedback received in that thread (as well as all of the other threads and comments both currently active and archived) is playing a part in the work the product team is doing. "No update" doesn't mean no work is being done, it just means there's nothing new that we can share in a public forum. For both legal and competitive reasons, we typically cannot post developments in the community until they are almost ready for release.

    This does sometimes mean we solicit feedback and then a significant amount of time passes as we evaluate the feedback, determine whether or not it should be acted on, figure out where it falls in prioritization rankings, and get it scheduled for development sprints. Sometimes we get into that process and are required to re-prioritize or pause on something we've determined needs doing - and still plan to do - but isn't as business critical as something else that has arisen. Sometimes other developments get proposed that would solve for the same problem as well as others, but extend the timeline. 

    In this case, views were being looked at on their own, and then it was determined that the agent interface and workflows were due for a broader tune-up. Views are encompassed by this project, so incremental improvements (such as adding individual filters or changing the number of views visible) were put on hold as the broader interface and workflow were being evaluated. That evaluation and planning process is continuing, and is taking into account all of the feedback that has been provided around this topic. 

    I know it's frustrating that this has been such a slow process. To be fully transparent, we know that our feedback process has not scaled with the growth of our user base. Communication around product feedback hasn't been great for a few years, and many requests have gone without responses. We have not yet hit on the best way to take in, act on, and communicate back out what we are doing with your feedback. This is something that is also actively being addressed within Zendesk. 

    We do care about your feedback, and it does impact the decisions our teams make about how to improve upon and further develop our products. Thank you for sharing your comments, and thank you for being patient as we continue to improve upon our own processes. 

     

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  • Bryn Owen
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    As a new user, the limit of 12 views I find to be a real problem. All our b2b clients set up as organisations and we need to be able to get a quick snapshot of how many tickets are active under each client at any time, the views limit only allows me to see the statue of a few of the clients, need a fix to this please.

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  • Nicole - Community Manager
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    Thanks for your comment, Bryn.

    The request to allow for additional views is definitely one our product team is aware of. It's a challenging one to fix as Views are a fairly "heavy" feature, and adding more of them tends to slow down systems. They're looking at various ways this issue could be solved.

    As far as reporting on how many tickets each organization has at a time, you could look into setting up an Insights dashboard to report on that. It only updates once an hour, but would give you a near real-time way to see how many tickets each org has.

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  • Webninja Support
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    Hi Nicole,

    while I understand what you're saying about the "heavy" feature (we do all our own coding as well and have plenty of cases where it's hard to tackle certain scenarios due to "heavy" database calls etc.)

    However - Quickie's managed to make it work just fine and the way it always worked before is sufficient enough for more use cases.

    Similar to others - we need actual realtime data ("near realtime" up to the hour is not useful in any scenario for us) 
    we have views set up so we can see our own queues, but there' also secondary views we have running related to pending statuses etc. that are per staff member-centric.

    due to the limited # of views available by default in the left-hand panel - we need something more robust, and the way quickie allowed for the management of sub-views via a tree view was perfect!

    Can't Zendesk collaborate with the guys who made Quickie? I know there's now a "plus" version - but we're talking about going from a non-paid to a paid version for doing the same thing just because Zendesk upgraded the underlying code used to drive the platform.

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  • Bart
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    Quickie is no longer available and is making every aspect of figuring out the day that much more difficult. 

    All you need is a similar view for all active views that can be searched quickly. The current option is to go to options to the views and then open it. When you have hundreds of views - you are literally going to have to go through each one as you don't even know how many tickets will find themselves in that view.

     

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  • Comment actions Permalink

    The app is very used by our operation, which currently has more than 1500 agents.
    Because Zendesk has a view limitation available, the application supports the execution of our daily activities.

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