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.

Views limitation

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