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Zendesk Views with grouping count



Posted Aug 26, 2020

I have several views and I'm using the Group By functionality, typically grouping by Ticket Status.  Is there a way for the View to display the total count of tickets next to the Grouping? The View provides a total count of tickets within the view, but it would be very helpful to see the count by group.

 


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18 comments

Official

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Salvador Vazquez

Zendesk Product Manager

Hey Farhan, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This sounds a bit like you need this for something like reporting. Would any of you be open to sharing more about how you would use those numbers? This is something we're thinking about more on helping to get better metrics around view counts and this fits into that conversaiton. 

I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

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Nicole Saunders

Zendesk Community Manager

Hi Farhan -

This is not something that the Group By function does today; I'm going to move your post over to the product feedback topic to raise the idea with the product managers.

If others would like to see this ability, please up-vote Farhan's original post.

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This is absolutely a feature that I would like to see added. If there was a possibility to have an expand/minimize as well to show/hide the grouped items that could be very helpful as well. 

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I second Keith's comment, having both the count and minimize/expand for groups inside views would be very useful.

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Please priority this functionality. 

I would like that

* When creating new view, you could choose if it should be collapesed or expanded as default

* Group view should show Count for each change 

* If it is collapsed, you should of course be able to click on title or something to expand it. 

I am adding some images to illustrate

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i would like to add my Vote to having this feature.  it will provide visibility to managers and ticket assignment  

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@... - Nicole where are we at with this functionality?

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Nicole Saunders

Zendesk Community Manager

We'll reach out to the product manager to find out. Given that he hasn't posted here, it's safe to assume that it's not something that has made it on the roadmap for this year. 

Here is his recent announcement regarding some upcoming features related to Views. 


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Also noticing the lack of this feature after having just gone live, would be great to have this added. 

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Hi!

This feature is quite useful for us as well.

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This feature would benefit us greatly. Is this something that is being considered?

 

 

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My teams would also benefit from this. It would alleviate the need for so many nested views just to get a count of the different teams' open tickets. Instead, we would just have one open ticket view grouped by teams. Then we use the headers for ticket count. 

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Salvador Vazquez

Zendesk Product Manager

Hey Farhan, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

This sounds a bit like you need this for something like reporting. Would any of you be open to sharing more about how you would use those numbers? This is something we're thinking about more on helping to get better metrics around view counts and this fits into that conversaiton. 

I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

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Is this feature going to be added? This would greatly help with seeing our teams' workload at a glance and reduce the number of views needed to track tickets.

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As a leader for a busy support team, this would be a amazing option to add for quick reference without having to build reports and switching to explore

 

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I agree, this would be a great feature for support leaders to get a bird's eye view of the total ticket count within the views. 

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Hello everyone, seeing this was opened over four (4) years ago for the first time, I am disappointed to find such a latest reply from the Zendesk team on the state of things. There has been no change, no introduction or improvement since then. Yet, there are multiple reasons why this makes sense.

 

What? As listed above, both of these.

 

- To show the group count of tickets. (for me, this is priority 1)

- There is a possibility of expanding/collapsing some grouped sections. (for me, this is priority 2)

 

To achieve the same result, I would need to build a dozen views using different combinations. That would be an absolute no-go. It would be a really bad advice/approach. So please, let's not even go this direction and try to get it to production; thank you.

 

Benefits? Reasons?

 

1. Immediate visibility on the ticket count for each group.

2. Provides a quick reference point for any group at any time.

2. Flexibility on the use cases from ticket status to groups, categories, etc.

3. There is no need to switch to Explore, which takes time to load or is outdated and does not show the immediate state of things. Also, I would hate to recommend this to anyone in my team.

4. There is no need to go anywhere else to see the actual data - why would it be necessary?

5. Brutal help with ticket/load management on the team and individual levels.

 

Why do I believe it is possible?

 

In the View configurator, you can click preview, which shows you the number of tickets in that section. So you have the initial input to work it, and then it is all about getting the number down based on the group by options selected for that View and splitting it per the groups.

 

→ Can you please let us know the latest state of things Salvador Vazquez? Thank you.

 

 

 

 

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Salvador Vazquez

Zendesk Product Manager

Hello all,

Thank you for your continued feedback on this topic. This is still not planned on our roadmap but we will continue to take this feedback for prioritization. As for your current need, I would suggest taking advantage of our filtering capabilities in the views page. For the example above when you group by ticket status you can create a quick filter on “New” and the count will reflect the filtered tickets so you can get a quick glance at those numbers without having to go to Explore or creating a new View. I understand this is not the solution you are requesting but hoping it can help in reducing the number of views you need to create.  Here is the HC article on filtering views for reference. 

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