Add categories (subviews, dropdown view) function to Views



  • Official comment
    Salvador Vazquez
    Zendesk Product Manager

    Hello everyone, thank you for your continued engagement on this thread and expressing your interest in this feature request. We understand the frustration that comes with not having the features you want prioritized in the time frame desired; and thank you for your patience as we worked to get this the attention it deserved.

    With that being said I am excited to share that we will be working on categorization this year to address this issue. We're on a path to provide a more flexible views experience for you all and appreciate your patience and understanding as we work to develop this feature. We will continue to update this thread as we have more information to share. Our teams will continue to monitor any further feedback as well. Thank you again!

  • Sagi Welzman

    Im all in 👍

  • Sean McKeever

    This for sure is a Zendesk Darling that needs some serious help.  

  • Sadie S

    Bravo!  This is exactly what ZenDesk needs

  • Eckhard Doll

    I agree but I doubt that this will ever happen if even increasing the maximum view count seems to be impossible to do.

  • Fernando Garcez

    Completely agree! This is such a basic thing, I shouldn't be needing to pay a third party app for that.

  • David Rowe

    Yes please, additional views / categories of views would be hugely beneficial in my opinion 

  • Serena De Biasi

    Absolutely voted

  • Ana

    Please do implement this Zendesk!

  • Kris

    Please we need this!

  • Marek Jaworski


  • Amber Barnes

    Yes I love this solution. Categories were helpful with triggers so this solution is right up to par with that.

  • Stephen

    This is a great feature, that would be fantastic to see implemented in the product.

  • Salvador Vazquez
    Zendesk Product Manager

    Hi all - 

    Thanks for sharing your thoughts here. Improvements to Views are clearly important to many people, and I wanted to let you know that both increasing the number of Views and adding categories to Views is on our roadmap.

    Before we can implement these changes, however, there is some complex and time-consuming work we have to do in order to update the infrastructure to allow for this functionality. This work is crucial and needed before we make the UI modifications. 

    Our ultimate goal is to provide easy access to more than 20 Views in the Views side panel, as well as adding categorization to help you organize your Views. 

    I know a lot of you have been waiting a long time to see this happen, and I want to be fully transparent - we still have a lot to do before we will be able to roll this out. I don’t expect this functionality to be completed for many months yet.

    We will continue to provide updates as we are able.

    Thank you for the feedback you have shared and for your participation in the Zendesk Community.

  • Salvador Vazquez
    Zendesk Product Manager

    Hi all,

    I’ve provided some updates further down in the thread, you can see those here:

  • Nathan Purcell

    @... thanks for the update. Good to see some movement is planned but, with respect, I think you're making a mistake combining these two tasks. To increase the number of available views is so trivial, it's laughable. 

    Grouping views is a great feature (and one that IS worth waiting months for) but combining it with another feature adds a layer of complexity that will only prove to delay a massive quick win. 

    I hope the product team are able to see and understand this so that we don't have to wait months for something incredibly simple. 

  • Jonathan March
    Community Moderator


    We've been asking for more views in the left column, for almost a decade. Like you, I've assumed that this would be trivial to do, and I certainly agree wholeheartedly (and have at times also opined) that if it *is* trivial, then it's a mistake to tangle that up with deeper changes, however positive.

    But the fact that there's been absolutely no movement on this, despite many expressions of good intent, has led me to suspect that there's some serious technical debt behind the current limitation, and that, contrary to our intuition, they actually can't make this "simple" change without rewriting the relevant view and backing model.

    So the fact that they are actually now doing this strikes me as a win, however long overdue.

  • Nicole Saunders
    Zendesk Community Manager

    Hi Nathan and Jonathan, 

    I can confirm that adding more views is non-trivial. As Salvador indicated, there's some extensive backend infrastructure work required in order for us to enable either additional views or grouping them. 

  • Permanently deleted user


    Are you able to give a more precise time frame for this, rather than "Many months yet".
    This kind of functionality is important for the smooth work of our team.

    I need to decide if it makes sense to wait for you or just go with a Marketplace app.
    (Which, let's be honest, seems like a better solution in any case)

  • Angelweb SAS

    This is exactly the functionality that we currently badly need as a multi-brand account !

    It is really time to be able to enjoy it with the native Zendesk views (which are nevertheless great), without having to go through a paid third-party application.

    Just being able to display more than 12 views would be a big step forward ...

    + 10000

  • David Rowe

    Looking forward to when this improvement arrives! Thanks ZD team

  • Ben Wilcox
    Zendesk Luminary

    Yes, this is very needed!

  • Lorenz Radelt

    Please implement this feature!

  • Permanently deleted user

    I'm scared to read Zendesk's moderators or members answers. What kind of technical debt is this to take obviously 10 months "just to" prompt more views? I agree with the comment that says there are 2 different subjects,. Solving the first one which is increasing the number of views with a single level should be a quick win, not a 10 months issue. 

    I think I'm getting used to this, every time I face a problem, I read a X months old article with the same kind of answers. I'd like to see how looks the roadmap as it seems a lot of things are in it.

  • Jane Sullivan

    Hi Zendesk team.  Do you have an update on the progress of this work please?

  • Support team

    Hello! any updates of this feature? Perhaps we can see a lot of views this year?

  • Eugenia Costas

    Hola Salvador Vázquez, espero que te encuentres bien.

    ¿Tenes alguna novedades de este desarrollo? ya pasaron 10 meses y no tenemos noticias, creo que tampoco estamos pidiendo una función tan compleja ;)

    Se supone que las vistas están creadas para que podamos optimizar nuestro trabajo y no poder agrupar e incluso tener limitación de vistas, genera una carga operativa en nuestras tareas diarias que podría evitarse.



  • Daniel Heard

    Salvador Vazquez Jonathan March Nicole Saunders

    Are there any updates to the views being increased to 20?

  • Jonathan March
    Community Moderator

    Hi Daniel, to be clear, Community Moderators (like me) are not ZD employees, just experienced users who help out when we can, but have no inside info about product roadmaps.

  • Daniel Heard

    Apologies Jonathan, I only scanned through the names of people who have the title below their names.


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