Add categories (subviews, dropdown view) function to Views
PLEASE VOTE IF YOU NEED CATEGORIES (SUBVIEWS, DROPDOWN VIEW IN VIEWS
Currently, the first 12 shared views are accessible in the Views list. Which might not be enough if you need more subviews/categories.
I will provide examples of the categorized Views and then explain the benefits of it.
Examples of the categorized Views
In our case, we have multiple brands added to Zendesk.
Each brand has different categorized Views, based on:
- Topic (usually filtered by tags which work on particular keywords)
- Help Center submit forms
These first-level categories can be also categorised in their subcategories. For instance, Topic can be categorized in:
- Access issues
This is how our Views look in one of the apps from the marketplace (14 brands are connected here):
Depending on the product, the brand View might have multiple subfolders within it.
This is how our View of the categorized brand looks like:
So, here one brand View has multiple categories with 4 depth category levels.
Why is it beneficial to categorize?
- It helps to onboard agents faster when you allow them to start familiarizing with the product by topic;
- Some products have agents who work only with one topic, thus helping to improve efficiency.
- It helps to analyze tickets from the help centre easier when we can dedicate agents to work only with the tickets from the help centre.
- It helps to categorize tickets by issues, which require special attention from more experienced agents.
- Categorization by language also allows choosing the agents with skills needed for the language or the specification of the market.
- Agents can migrate to provide help to other products based on category.
Since Zendesk has a categorization option for macros with :: which allows creating multiple category depth levels, the same functionality could be implemented for subviews option.
Additional to it, the same function of ordering (as trigger categories) could be used in Views too.
We, of course, could use the third-party app but currently, it lags, has quite many glitches and not everything gets along with Zendesk (has not enough consistency).
Let's see how many of us need it, give a vote if you feel a lack of it.
20 Views, Categorized Views, maybe even Conditional views based on brand,groups, etc. Anything we could do to improve the functionality on Views would be great.
Very much needed
Hi, yes really need this ! A must have ! When ? when ? :)
Hello. This feature is absolutely essential. Any news ?
Totally echo the sentiments of Henry Domis
No timelines for months later...I'll await the update.
many open sources ticket solutions do that on default settings. It's weird that it's not in zendesk !
Any news on that? Would be nice to have an improvement here...
Push this with one new vote
The last official update is now over a year old. Is this still on the roadmap?
absolutely needed modification!
Any update please Salvador Vazquez or Nicole Saunders - keen to understand latest as have just expanded use of ZD in our organisation. So, view will soon become a challenge for us. (cc Dermot Clerkin, account manager - and Ashley M from my side)
Any update, progress on this since last year for adding subviews?
I've been told that this feature may arrive in Q1 2023.
I hope everyone is remembering to upvote the post as that seems to be the only metric Zendesk use when deciding whether or not they'll add these features.
Callout to Zendesk (again) that this is a bad approach to handling feature requests.
I concur. We also need the ability to edit the dropdown filters for the views.
Hi! Tomas Vaitkevicius
Is there any news or progress on this since last year?
Thanks in advance.
Hi everyone, have you had a chance to check out the new in-view filtering capabilities -- does this satisfy (partially or fully) your needs around this?
Jonathan March: No, this is not half-way what I need.
The views are a 1-click solution to see a specific set of tickets. Searching through a view is just refining this specific view.
No, not at all.This filter feature doesn't resolve any of the issues of the limited number of views that we have. It also introduces more problems by making it easier for agents to cherry pick tickets in views.
You cannot filter by language. You cannot filter by channel. You cannot filter by form. These are three of the four examples of things that sub-categories for views would be helpful for from the person who posted this request. The filter feature has no capability to do any of this.
Thanks for clarifying, Kai & CJ!
@... Could you provide an update on the feature requested in this thread? I've been told for a whole year now that it was definitely coming early Q1, then Q2, then Q3, and now that we're in Q3, I've been unable to get any replies at all about the potential timeline. This makes it very difficult to do internal planning and project mapping. Is there still a plan to increase the number of views?
I don't know if someone posted it already, but since it looks like this won't be solved anytime soon I'm using a workaround:
- Just create the view,
- put it on top of your list,
- open it once
- save the URL to a folder in you bookmarks bar
- Move the view to the bottom of the list
You can create as many views as you want and store them in the folder.
For me it works great.
Thanks for sharing your workaround, Gregor!
Salvador Vazquez Could we get an update on the timeline for this feature?
I'm really confused why no one is replying or updating the nearly year old pinned comment, especially when it's clear they have seen and read our *many* pleas for any updates.
For those in the same boat, I attended the CX Event Zendesk had, and was able to get someone to confirm that it isn't happening this year, either.
I've used Zendesk for a decade and like other's who have expressed their dissatisfaction with this still not being done, it's time I expressed mine. I think the Zendesk product team is missing a number of key points, or the money brought in from the makers of Quickie and Lovely is more than the company can part with... Either way, guys, it's been 10 years, can this please finally get done. You set a limit of 12 views, system limit...you have the ability to undo this. You have at least 5 vendors who have cracked the code and created apps to get around this. These apps are ok, I have tested and used all of them over the years, but they have their limitations as well. The fix to this may not be trivial, but it sure as heck can't be a decade long venture either. I have recommended and implemented your product for 5 companies as a direct employee and countless others as a consultant. I have been a product manager, I know these things can be challenging but I would never let a key thing like this lag for so long. If you have teams that are multilingual, leverage the Mutlibrand concept, or have more than 2 departments this is one of the biggest pain points and to be honest makes as system like Freshdesk look move viable. You are better than this. I am happy to discuss/help if I can, please feel free to reach out.
Adding my voice to the request for this. Being able to categorise and see all the relevant views for our workflows would be absolutely invaluable for us. At the moment we are having to look for complex workarounds and custom fields to group within a view so that tickets can be worked, which decreases efficiency in both the operations and development teams. Paying for an app is not an option on top of the subscription we already have with Zendesk, and paid for apps can't be the solution for everything because it reduces the benefit of having Zendesk as a solution across our workspace.
Totally agree with Kal Bentley's remark. I would add, in addition, that the 'reliance' on third party apps to do what Zendesk should do natively has a performance impact I don't see discussed much, so I'll throw it in here. I've noticed many times that my 3rd party apps slow my instance down in screen loading time. I'd prefer to not rely on additional data transfers with external entities just to do what Zendesk should do by itself.
THIS ENHANCEMENT HAS BEEN OPEN FOR 603 DAYS
New customer here...limiting us to only 12 visible views is a MAJOR challenge from an administration standpoint. We have team members who are team leads / managers / directors / admins, that need to have oversight with multiple views in order to view assignee group work queue volumes.
Realistically, for each assignee group, team members need to see a view for unassigned, open, and closed. We have 9 assignee groups, so that is 27 view combinations. Worst yet, you all do not have an option to view them all in any capacity. This is a ticketing system 101 feature. You are already using navigation collapse and expand objects in the left-hand nav screen in the Admin section of Zendesk...so it exists. Just make the object available to the views section.
This enhancement already has 111 likes...how many more does it need before it will be prioritized???
Our organization is not buying another 3rd party app to replace functionality that SHOULD be in here already natively. Can we place get this prioritized. This creates a huge challenge for us to manage our span of assignee groups and severely limits the scale we can grow in Zendesk. We're halting adding other departments and another 20+ licences just because Zendesk is creating a limiting box for us to grow our enterprise in.
we were a new customer, but we left because of this issue. 3rd party apps cannot replace what should be included within the core system. We could not properly handle 6 different customer support languages and several departments with Zendesk. Sad to see this being ignored and not implemented.
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