It would be amazing if we could override the 12 views limit in the sidebar, we can fit more there and it's a shame that we can't use that space when we need it.
Salvador Vazquez I'm glad to see progress, but honestly, bumping this to just 30 views or putting a limitation on view capacity, is just a band aid. If Lovely Views can accomplish 10x more views, why can Zendesk not figure this out. Our company has over 100+ views. Just one of our assignee groups has 17 work queues that they need to monitor (17 views). Opening this to 30 views is very much the wrong approach. Just remove the limitation and put in a nested view. You already do nested views in the admin navigation pane. BMC Remedy, Ivanti, ServiceNow, Salesforce....all of these allow for a nested (unlimited) views option. THIS IS MAJORLY impacting our ability to do appropriate service management monitoring of our work queues and SLAs.
AND people have been asking for this non-stop for over 3 years. I know that at the end of our 3 years term, if Zendesk does not start actually implementing some of these changes that your customers are begging for, we'll just go to another ITSM product. IMPLEMENT THE CHANGES.
The reality is, that customers like us, are paying 10s of thousands of dollars extra to third party market place apps to gain basic functionality that SHOULD be native to Zendesk.
Yes, as an admin, I have to change my view daily. Do not understand why we are limited
Is there any rough ETA for when the expanded Views functionality will be available? We are very keen on this as it will greatly improve our workflow.
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.
We will probably be moving to another product as the limitied number of views is too restricitve
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.
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.
Is there any update on this limitation ?
It's more of individual users being able to dictate the order of their views. Some agents are on multiple teams and have/need multiple views, it would be nice if they had the ability to dictate which ones were on top as different people care about different things more and have a different workflow. We don't have that many admins but we do have teams that manage and have access to manage/create views.
Yes, that's not good. As well as the very limited amount of views possible that we have to counter with views only showing for certain groups.
Zendesk promised changes for the amount of viewable views but I did not see a change yet.
I want to agree with all that have posted here. I do not understand the limitations. whether you add categories or greatly increase the number of views seen, this is a change that should occur
Is there an update on this thread?
This discussion started over two years ago and so far there has been no movement. The limit for the views should be customizable and if a max is indeed necessary, it should be AT LEAST 30!
Right now I have two teams using zendesk, each one using at least 20 views each and toggling between pages is not working!
12 views are not enough for me, a Zendesk admin.
Completely agree with this. We are using 'lovely's views' which costs extra to our business and also uses the API which I already have a problem with hitting.
I am not sure why the number 12 was chosen given the space available on the left-hand side when on the views panel. I'd rather have 20 shared views than personal views, to be honest.
Is there an update on this?
It's been almost 1½ years now since your last reply and this is still not fixed. How much longer do you need to "test" what the best iteration is?
Salvador Vazquez Please can we re-issue your update without the jargon to ensure all parties internationally are understanding you.
EAP? Extensible Authentication Protocol? - cant see relevance
Some may not understand GA.
H2? Please provide month or date. Sorry this must be a US terminology.
Please lift your game Zendesk. People have been waiting a long time for this obvious weakness. Clear commitment and communication is what we seek.
Hi Daniel Nordh Daniel Heard Stephen shelley and all!
ZenViews is very much legit.
To answer your questions:
- We're a group of developers (Israel) who spend much of our time using Zendesk and this functionality was crucial for us. After we built it for ourselves, we figured more people could use it. For Free!
- Though it's always good to be safe, kindly remember that Zendesk carefully reviews each app, its code, and its legitimacy before approving it and uploading it to the store. Not that it's bulletproof but it feels close.
Hope that helps! Do let me know if you have any questions - happy to jump on a call to confirm that I exist :)
Hey Yosef Cohen - I just wanted to take a moment to applaud you!
You created an app that solves a major pain point that many Zendesk users struggle with. And doing it for the cost of nothing! You and the team deserve all the praise and recognition for your work.
I haven't used the app yet, but look forward to trying it out.
This has been discussed many times before and I don't get it either. Fortunately, we only have to choose between some views and which to show but for other companies with more branches and different departments, this must be a real nightmare. It's annoying!
That is great news. We are a company with support staff operating in 8 languages. This makes more than 12 views essential and we are very much looking forward to this.
Great that you work on this and really appreciate updating us Salvador Vazquez.
Any ETA for this?
Hi Zendesk Team,
12 views it's clearly not enough for large teams and we use 3-rd party addons to compensate this limitation. Can someone please confirm when this going to be changed?
This has been quite a frustrating limitation already dragging along for 4+ years, like with many other limitations in Zendesk, even when paying for an Enterprise Plan.
It would be really great to know if Zendesk customers will have to wait another 2-4 years just to get flexibility with Views that should be available out of the box.
Hope Product Management can actually influence the timeline and get something out soon!
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.
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.
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.
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.
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.
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...)
From my point of view there are 3 main issues as mentioned by other users which should be addressed by Zendesk:
- Limitation of views in the sidebar - this should be either unlimited or a reasonable high amount
- 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
- No simple view overview page which allows to see all views and open them directly.
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