Add categories (subviews, dropdown view) function to Views

Zendesk....in 2024, can we FINALLY get views expanded to a much larger number. 30 ain't cutting it. And 100+ people have begged for this since 2021. Call LovelyViews and ask them how they did it.

Adding another comment here to upvote on this going on the roadmap asap again

We urgently need to be able to nest views like we can in Lovely Views (see below) - I see a ton of community content on this, and people asking for it for over 3 years now - really hope to soon hear that we can expect this to be implemented in the near future. 

Happy that the 30 views now are possible and all rolled out. We do however urgently need the option to nest the views, as possible in lovely views app. So my vote here for that to go on your roadmap asap :) 

Kind regards from Munich, 

Yvonne 

I would like to suggest that there be more than 12 views at one time. Our 16:9 monitors have plenty of zendesk white space that can be filled by text

Finally some improvement is coming on September 29, 2023 by doubling the amount that is automatically displayed https://support.zendesk.com/hc/en-us/articles/6059161161498-Announcing-improvements-to-the-views-experience-in-Support

I'm 100% with 1267028058309 here. 

My organisation comprises dozens of brands with hundreds of agents in teams around the world. Our agents are cross-trained so the number of queues is a multiple of the different brands AND services therein. 

Zendesk shouldn't try to dictate how we use the system; they should be listening to feedback and adapting. If we choose to do so in a "non-optimal" way then that's for us to decide. 

We're perfectly fine with our views. We're not struggling at all to manage the views. Our struggle is with the cap on the number. We'll likely be adding another 50 views this year to begin building out the continual improvement process under ITIL to monitor metrics. 

I am the admin. I hear the same rhetoric when I get invited to the Zendesk customer forums. What we have built out in our instance is miles beyond what others are implementing. We do not need a health check. No consultant yet has been able to come close to the optimization I run in-house. And Zendesk has been looking at our site as a business case for future enhancements. My job for 15 years is a solution architect that goes in an cleans up the absolute mess organization make our of their service management models. I rewrote the SOPs for service management for Dell and United Healthcare.

There is no issue with agents juggling 100+ views because visibility of the views are restricted by assignee group. So agents only see their applicable views. They are also structured in the admin console with appropriate naming convention and tags so they are easily manageable by an admin. We have more than a dozen assignee groups that all have two sets of nested views.

The first is a standardized set that each assignee group gets. It shows views for unassigned/uncategorized, open, pending, on hold, closed, and reopened.

The second set of views is assignee group/department specific. One department has 17 unique business workflows, that require dynamic forms for ticket creation.

Other departments have task-driven queues, so that our hardware team during a new customer onboarding, kicks off site setups. The first view are inbound orders from our Salesforce API that need validated. Once validated, they move to view 2 (communications and tracking), then view 3 (scheduling installations), where the ticket moves data from our Zendesk instance to our scheduling system that sends field techs schedules to their phone, then view 4 is completed installations requiring validation of site signoff and billing.

Before building anything, I standardized all our processes so Zendesk could be scaled 10x what we have now and still be manageable by 1 singular admin.

We're running over a 100+ triggers that have been organized same as computer code, with class secregation and containers. We have a library of flags and objects, that are part of our triggers standard operating procedure that is used to build new triggers.

I'm a certified ServiceNow administration and architect, ITIL v3&4 certified, and worked for the #1 IT service management company in the world. We're good here. We just need the cap on views lifted. LovelyViews has no problem staging the functionality. There's unfortunately a changing of guard needed at Zendesk to appropriately align their product dev to cater to enterprise level customers.

hey 1267028058309

I'd like to challenge you on the number of views you have to begin with. As a Zendesk solutions consultant, I can confidently tell you that... the number of views you've described is way too many for any agent to try and be managing across a business and is not scalable, let alone an admin try a manage in the account.

If you're struggling to manage this within Zendesk as it is currently. It sounds like you may need a Zendesk Health Check and/or Optimisation in order to improve your current workflows, reduce the number of working views required, and improve agent efficiency over time as a result. If you're interested in this, let me know we can work something out. I'm a Zendesk partner and we can help you with this. 

Yes, Zendesk does need to change its views and offer more, but I think you may also need to see a larger picture here that you're existing workflows are potentially overbaked and can be done in a more concise way. 

Salvador Vazquez, Jordon is correct. The views experience is easily the Achillies heel of Zendesk. It was the hardest thing to walk my team through when adopting Zendesk. It was a major step backward in functionality and usefulness. Freshdesk, your competitors and even 3rd party marketplace apps kick you guys around in this area. You can and should go much further in making the views experience align with what your customers need, deserve and expect. Happy to hop on a call and discuss further. 

1263082320929 30 is nowhere near enough. Just one of our assignee groups, has 17 workqueue for different business processes. We have more than 10 assignee groups, each with their own set of queues they need access to view. Why is there such a hessantancy for ZD to broaden this enhancement. There are 3 other vendors in the marketplace that have no trouble what so ever in providing an application that allows for much more than a 100+ views, NESTED. If the majority of the people in this forum are complaining about the nesting and volume of views, odd are, expanding from 12 to 30, is still going to result in customers having to use 3rd party apps. Come on guys, step it up.