Views limitation

Planned

40 Comments

  • Official comment
    Salvador Vazquez
    Zendesk Product Manager

    Hi all,

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

    https://support.zendesk.com/hc/en-us/community/posts/360038412193/comments/1260803568610

  • Salvador Vazquez
    Zendesk Product Manager

    Hi everyone, 


    First, I’d like to thank everyone who has provided feedback in this and other conversations throughout this community on Views. While I know sometimes there are lags in our ability to respond, we do read everything and find your comments informative and helpful. This is clearly an area of the product many people feel strongly about. 

     

    Views was originally built to be a quick and easy way to pull a list of tickets based on conditions, much like a saved search filter. When it was built, most agents didn’t work off of more than 5 views, so 20 was thought to be plenty. Obviously, as workflows have become more complex and businesses have grown, this hasn’t scaled well. 

     

    Clearly the limit of 12 views is something that has to change, and we can confirm that this is something we are working on. Before we can increase the number of views, however, there is significant backend complexity that needs to be dealt with. Once we are able to complete the required infrastructure work, then increasing views will become a relatively simple and quick UI fix.

    We are in the process of updating the infrastructure and backend in order to have a more flexible Views platform that can cater to complex needs of our customers. This work is crucial and needed before we make the UI modifications but it is  also complex and will take time.

    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 years 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 your feedback, for your patience, and for being active members of the Zendesk Community.

    11
  • Karen D Snyder

    Yes, this limit should be configurable. There is room for more than 12 views. An agent came to me last week asking why he couldn't see a newly created shared view, and it was because of this limit. He had to coordinate with other agents in the groups that he belonged to in order to decide which views to deactivate so that he would be able to see the new view.

    8
  • Traci Lamm

    Chiming in here too.  As a long time user (4 time implementing Zendesk) I still do not understand why this is limited.  There is obvious space in the right side bar.  And the fact that the recommendation is to use a 3rd party is silly.  This is a basic Zendesk function and shouldn't need a 3rd party to solve it.  Especially when those 3rd parties want to be paid for it and have outdated security protocols.

    Come on Zendesk!  I know you can handle this very much needed change.

    8
  • Eric Goff

    Chiming in to also express interest in this change! My organization is having a hard time shuffling our views, and we would greatly appreciate having more visible on this screen!

     

    4
  • Tom
    I have described the View categorization (subviews, dropdown view) in detail and explained the benefits of it.
     
    Please visit my article (below) and vote for it if you think that it would be beneficial for you too!
    4
  • 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
  • Tim Marrin

    Hi Salvadore, 

    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.

    Tim

    2
  • Salvador Vazquez
    Zendesk Product Manager

    Hello all, thank you again for your continued excitement for this work! Our team is currently running a proof of concept for how many additional Views we can support and how many counts we could include at the scale you all need. We are currently thinking through these options and figuring out the best solution. 

    I would love to hear more your needs. Particularly on your bare minimum of additional Views you need and why as well as bare minimum of Views with counts and why. 

    2
  • Dean Nelson

    I don't understand why we can't just have all views visible at all times, if we so choose. "Invisible views" is an oxymoron. I have views for different groups and each group has views for their individual statuses. If there absolutely must be a limit to how many views are visible at once, I would put that number somewhere around 30. But again, I don't understand why this is limited at all.

    2
  • Stephen Fleming

    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
  • 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.

    2
  • olivier

    Agree, the 12 views limit does not make sense.

    Could be worked around using nesting views that could be expanded:

    "Sales" could have 5 sub views, that could be showed or hidden in one click for example

    1
  • Darcy Bromling

    i would also like this. 

    1
  • olivier

    I am now using Lovely Views because the native system is way too limited...
    https://www.lovestockleaf.com/zendesk/zendesk-apps/lovely-views.html

    1
  • Fernando Garcez

    You said everything, Traci.

    1
  • Sean McKeever

    I agree with everything said here by the other users.  I feel that views as a whole need a total revamp, but starting here would help solve a very annoying issue for new and existing users. 

    1
  • Annika Bouvin

    I really don't get why Views should be limited. Suggesting a third party solution is just silly. What could possibly be such a problem about letting us choose how many Views we want to display? There are scroll bars if the window itself isn't big enough. Please Zendesk, solve this ASAP! 

    1
  • Ashley

    Yes, as an admin, I have to change my view daily. Do not understand why we are limited

    1
  • Amber Barnes

    Yes please help us on this Zendesk. This is an increasingly frustrating issue and is limiting our ability to scale in an effective manner for agents. The third-party app that is recommend is not a cheap alternative either when this should be basic functionality. Really hope to see this happen in the near future!

    1
  • Sylvie

    Clearly, it is essential to be able to display all the views. We are a multi-brand account, so we have a lot of views, and our team needs to see everything because we deal with all the brands. It doesn't make sense to be limited to 12 views.
    Having to go through a paid third-party app for something this simple, when we have the most comprehensive Zendesk subscription, doesn't make sense either.

    1
  • Jan Urban

    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? 

    Bye

    Jan

    1
  • Vladimir Shkuratov

    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?

    Thanks.

    1
  • Chris Hobbs

    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!

    1
  • Samuel Mosher

    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.

    1
  • Nicole Saunders
    Zendesk Community Manager

    Thank you for your feedback. While we do not have any new information to share at the moment, the product managers are following this conversation and taking your comments into account.

    0
  • Eckhard Doll

    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!

    0
  • Stephen Fleming

    Adding my support in here for this feature. Tom's community post perfectly summarises the need for this.

    0
  • Gregory Muir

    This is never going to happen. It's been an open request for ten years and counting. 

    0
  • Nathan Purcell

    Bumping for attention after being directed here from another thread by Nicole S. 

    As echoed by so many other people many times over: this is a very simple limitation to remove, please take steps to implement it! 

     

    Thanks

    0

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