Views limitation

Planned

73 Comments

  • Sam
    Community Moderator

    Agreed with @..., I don't think there should be a maximum. The Views sidebar understandably would need a "minimum" - but all views available to a user should be accessible from that page alone, either through some kind of twisty that expands a nested view, a link that loads more, etc.

    The best way we could see that working out is having expandable categories, and a final "Unsorted" bucket.

    Our team could manage without having the view counts. I'm guessing there is a large tax with computing those values that probably led to this restriction in the first place. Maybe there's a happy medium - the numbers are cached and refreshed every so often, or just a red dot or star to indicate there's tickets in the view. But our team could live with no counts being present.

    Another big ask: Favorite views. This way, agents can select the views that matter to them. It puts us in a hard spot to manage views for an entire org when we have some agents working on a significant number of workflows that each have their own unique sorting and grouping needs. It's either global + sequential order, or personal views, and nothing in between.

    This problem is compounded by the fact that the Manage Views page is, at best, an exercise in frustration. Today alone, I've had to help 6 different agents use this page due to the way it works. It is less intuitive than most. A great fix for this would be making the Ticket View title link take you to the view, and not the edit page. Then, having a persistent link to the edit page, instead of any hover-over action. This would also be an important accessibility improvement, due to the way screen readers work.

    Finally, making the list of views and their IDs exportable to CSV would be a boon for us. At the least, it would help those who might not be comfortable using the API to take those IDs and build a list of views in something like Excel or Google Sheets for their agents to reference.

    2
  • Anne Poortema

    I'd also opt for an endless amount of views. As a company with many teams we need at least one view per team. We can't use a view like 'only from my group' as agents are in several groups but only work for one group at a given moment. It is not doable to keep putting them in and out of groups. Also, that way they can't help another team when it gets too busy.

    Zendesk seems to be designed for agents that only do what they are told. We like to keep our agents thinking and arranging their work themselves instead of  a teamleader micromanaging them. For that reason they also need to see how workload differs across the teams and be able to help where they can in order to keep waiting times for clients short.

    Please add room for more views, and don't limit the amount. Especially if you want to land bigger clients, you need to.  

    0
  • Nathan Purcell

    The bare minimum of views is the number I have added. If I have 200 views, I want the ability to have 200 views in that column. 

    If I add another view, I would like that to also appear in the column. 

    Considering we have the ability to grant access to view by group membership, this is not as unwieldy as it may sound at first. Very few people in the system will have access to all views - but even if they did, I still want them to see all views. 

    Why? 
    Because it's inefficient to require an agent to go looking for specific views. It's also an overlook risk factor if the views are not at the forefront. 

    "Bare minimum of views with counts"? All of them should have counts. Also, the counts should not be capped to an artificial number (see suspended tickets, capped at 5K). 

    4
  • Stephen

    Hi,

    To echo Nathan and Samuel's sentiment, I would prefer to see no maximum on the number of views available.

    Given that we can limit who has access to certain Views, not all Views would be available to all Agents. However, the Zendesk Admins in my team require the ability to be able to see what is going on and how workflows are performing for the various teams in our company.

    Additionally, I would love to see an equivalent of the categorisation feature available for Triggers, added to the Views page. Being able to keep certain Views grouped in a category would be extremely helpful.

    2
  • Jason Favill

    Do we have any updates on this feature? From a coding perspective, I don't understand the lock on 12 when the UI has plenty of space for many more. 

    Our company has teams that prioritise work based on certain queues (views) these need to be unique hence the requirement for more. 

    The limit should be set by the user and not the creator. A "more" option should appear when the list is at a high capacity. 

    1
  • Josh

    Build in brand specification to this too. Certain brands need certain views.

    0
  • Lolu

    In addition to this, can we also have the views visible when agents are working on the tickets? It's important that agents are able to keep an eye on the queue while solving tickets without having to navigate away to the views page.

    1
  • Chad Smith

    Salvador Vazquez, my company would be looking at upwards of 30-40 views for most of our agents. Essentially each view is specific to a client that you are working with, and then we would also have summary views for all tickets open, tickets pending, and tickets on hold, specific to a user or a particular group. It would even be nice if the views were a scroll, or if there was a 'View More' or even a Tabbed Page action that had to be taken below the current section to show the additional views. (if it is a load issue)

    For comparison we use JIRA for tracking our software development and I have the ability to see and run 82 filters (their version of views) on demand at any time. 


    0
  • Henry Domis

    Why a limit number of views? I read the objective is to get 20 views (7months ago), why 20 and not 21? Why not developing infinite views (scrollbar exists since the begining of the Internet)? Once the 20 views access will be available (or not...) you'll need to make a POC for 40 views which will last X years again. I don't get the point here.

    4
  • Katie Meek

    Same issue.  We have our teams working out of community views and have had to be VERY selective about what views we create.  The admin team needs to be able to see all views at all times.  Because my team is smaller I've been able to work around this a little bit but rearranging my views all the time to see what I need to look at is inefficient and frustrating.

    A bare minimum would be 30 at a glance and up to 100 would be more efficient for me.

    I have a small team and I have 1 view of each team member's unsolved tickets to review for productivity and efficiency.  As my team grows I will need to increase my views.  Currently, I'm maxed out on my personal views and had to deactivate other views in order to view my whole team.

    0
  • Sebastian

    Please drop that restriction. It's totally unclear to me how this was implemented in the first place considering that in total a lot more views are possible. Is it the constant checks about ticket count in the views and such? Then just update less regularly. How often is someone looking at that? And even when, there is a refresh button on top.

    That's a very weird limitation.

    0
  • CleanCo UK Champion

    Hi Salvador,

    In answer to your question I'd like to have an unlimited amount of views, or ideally be able to minimise/maximise the views.

    e.g. Currently we have just 7 UK views, but we're going to be adding our US team under the same instance. They have the same views the UK has (7), but already I've run out of room in my views so 2 are unseen. 

    If it was easier to show UK then maximise to see those views & then the US that would be great. This currently only affects me as the Admin as I need to see UK & US, whereas our regular agents (in theory) only need to see the views relevant to their countries. If we expand into further territories, I'll need to see more, so the minimising/maximising option makes way more sense to me, so I can quickly get to a view I need to see without scrolling through everything. 

    0
  • Trudy Haley

    Chiming in here with my use case.

    I need to be able to have multiple views in order to better able folks on my team and on other teams. As upper-tier support, it's my responsibility not only to manage the tickets in our T3-specific queues (of which there are multiple), but to help with other lower-tier queues as well. My max has been hit. 

    I also like having "Your Views" that include opens for each individual member of my team as well as any folks who I know might be struggling; this allows me to at-a-glance determine which folks might need some additional help and provide them with immediate support rather than reaching out directly and asking if they need help. My max has been hit here as well and I'm not able to include every user I'd like to.

    I know that this is going to take extensive backend work, but if there was one feature I'd prioritize above all others, it'd be this one. 

    1
  • Randy Little

    I saw a posting 9 months ago that Views were being address. I now see 3 months ago, a proof of concept was running.  Zendesk view limitation I would like to see addressed:

    1) Once administratively created, the number that can actually be seen by an agent is limited.

    2) There isn't any administrative way to modify and/or control the view for end-users of an Organization.

    3) There isn't any administrative way to modify the one and only view seen by all end-users

    Can we get an update on what release any change to Views is going to occur and what that update will contain?

    0
  • Sebastian

    There are apps that allow showing all views. It's not as comfortable as with the original though. If your (zendesk) concern is that too many requests will reach your server for updates then you could limit the updates per timeframe over all the views.

    We already restrict visibility of views with group visibilities but still it's very few places available.

    Also I don't think there needs to be those "standard" views that can't be removed. They take space that might be wanted to be used otherwise.

    1
  • Victoria Dvornikova

    My Team Lead needs to see more Personal views for daily monitoring. I know that we can use Dashboard for this monitoring, but dashboard updates only once per hour but we need more frequent updates.

    1
  • Andrew Russell

    We will probably be moving to another product as the limitied number of views is too restricitve

    1
  • Stephen

    In relation to Victoria's comment - Personal Views are definitely something that needs to be visible to Zendesk Admins or individuals with permissions to view them.

    Personal Views for other agents, besides yourself can't even be viewed in the API.

    (On a semi-related topic - Macro's fall into the same camp...)

    1
  • Jan Urban

    Hi all,

    I still follow this discussion here.

    We never went live because of this "special" views restriction.
    Now we moved to another product... 
    For our setup it just did not work. Having multiple support languages and different departments, it just not works out. Admin overview is a nightmare with Zendesk. You don't even see how many agents are logged in and live. Many more things missing. 
    Too bad.

    Bye


    Jan Urban

     

    1
  • Randy Little

    We have implemented a add-on App I found discussed in another blog.  The app can be found in your Zendesk Market Place and is called Lovely Views PLUS. It works for now and I will continue to use it, until Zendesk can provide the functionality this app provides.

    It does have some other nice features, such as group edit, options to merging tickets and submitting directly to Close.  I have only been using the product for a few weeks.  I have no complaints.

    2
  • Kai Schmitte

    From my point of view there are 3 main issues as mentioned by other users which should be addressed by Zendesk: 

    1. Limitation of views in the sidebar - this should be either unlimited or a reasonable high amount
    2. No way to the single user to put views into an order which reflects the personal needs -> This can be done by creating view favorites
    3. No simple view overview page which allows to see all views and open them directly. 
    1
  • Robert Koenig

    BUMP!  Very frustrating.  Need the ability to have more views to be tracked by all agents as we scale.  Categorization would be nice to have, but the simple ability to have more views is crucial.  Why hasn't this been implemented already?  If a third party can do it why can't you?

    1
  • Boris Fernandez

    Is there any update on this limitation ? 

    1
  • Layna Smith

    I've been following this since it was originally posted on a different thread in 2017... 5 years+ later, still no updates on this. I find it's even more annoying now with the Admin Center UI updates, because now I've got to go into Admin Center and load a new browser tab to see the full views list - so I can't even click back and forth between an individual view and the view list anymore.

    2
  • Sam Donovan

    Hi Team,

    I'd like to share some feedback from my Managers who are using the "Views" page and experiencing this limit:

    “I would like to increase the number of items you can view in the "Your Views" section in the main the Views tab of ZenDesk.  Right now you can only see 8 of "Your views" and most of the views page in ZenDesk under “Views” are not necessary and unused.  This would greatly improve the way I manage my team and save a lot of time switching tabs or going through a Quickie view.”

    Our Views are currently setup so that the most relevant Global Views are at the top, and each highest-submission ticketing team receives 1-2 Global Views that are available here. This is unsustainable as we grow and more of our business units are onboarded to Zendesk.

    I think 20 would be a massive improvement. Even having a searchable system in this page would save a lot of time for my Managers.

    Thank you for listening,
    Sam

    1
  • Cathy Guidi-Scherm

    As a new user, this is something that we now have to work around as we implement. I don't currently know how many we will want but my current system allowed me to break out incoming messages into about 40+ queues that I now have to compress. Good to look at things differently but then we want views to help manage and make up for things we didn't have but have a really hard limitation of just 12. Curious if there is any product roadmap following the statements I have read from April 2021 and October 2021 as to when this may be updated.

    1
  • Is it possible to include an option to allow users with group view access to re order their views and add multiple groups to the views with out a need of having access to global views?

    1
  • Sam Johnson

    Agree with Randy Little here, our team started using LovelyViews a couple years back, it's a super cheap app and does most everything the folks here have been asking for. Would love for Zendesk to be able to just do what LovelyViews does in the base tool.

    1
  • Mandy Kellam

    Being able to organize and choose the order and which views show where would be great.  Also, if a user goes into manage views, when marking a view as 'Inactive' if a message would appear "This view will be removed for everyone in the group this view is assigned to"; this will help eliminate people trying to de-activate a view that is made for a group but they just don't want to see it anymore.  Or give users a 'Hide' feature for views they don't want to regularly see.

    1
  • Sebastian

    You can change the order of the views, for everyone only though. It might also make sense to consider having other agents not having all rights or even admin rights. That's a security risk that is not needed. There could be someone in charge that changes certain things.

    0

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