views should include the condition "subject"

48 Comments

  • Dirk Laudien

    Its unbelievable any issue I searched for end up in an large queue of requester and in between you see " that the user requests are important and the the link the PM to this" but at the end nothing happens. I never saw a request comes reality. Even this is a low brainer as all other systemfields can be searched for only "subject" is missing but I guess the most important as this is the easiest field to let Agents and endusers know what is ment.

    Do you use Zendesk for your own Support and Views?

    Please after 9years this should work ..........

    1
  • Niloufar Lamei

    And, it still doesn't work! Last comment was 3 months ago.

    What does it take Zendesk? 9 years and you still haven't been able to add a new condition based on an existing field in order to create a view! 

    1
  • Charles Bullough

    Is this a screenshot of exactly what we are looking for: https://support.zendesk.com/hc/en-us/articles/227169708-Filtering-Views-by-ticket-subject

    Or is this a different part of the product?

    0
  • Nicole Saunders
    Zendesk Community Manager

    HI Seneca, 

    Thanks for your post. This forum is just one of several input points for roadmap planning, so sometimes there are things that a lot of users have requested or that was originally requested a long time ago, but it still doesn't make it to the top of the priority list. We also look at other inputs from customers, market predictors, and other features being developed that might solve for a particular solution. 

    I don't have specifics about this request, other than to say that there's been a larger consideration around how tickets are "discovered" (i.e. searched and viewed) in the agent interface. As the product teams are looking at the larger functionality, they aren't adding individual features, conditions, filters, etc. Typically features are not developed on an individual basis, but rather several will be grouped at once. 

    I will raise this thread with the product manager again to ensure that it is being considered as they plan for the future of views. 

    0
  • Morning Ellergrace

    One person in a company can muddy the entire Zendesk  by creating a form that dumps hundreds of tickets into the new ticket box. This could be solved by creating the option to make a view to exclude these tickets... if you could filter views by subject.

    Please consider making this a priority.

    0
  • Sami Immonen

    Upvote from here as well. Sorting views based on a subject should be a "no-brainer" functionality.

    0
  • Sarah Bowers

    I'm frustrated that I can't manually add tickets to a specific view. Is there a way to do this?

    0
  • Pierre Nilsson

    Yes! Please add. 

    0
  • Eckhard Doll

    Might be a good time to add this rather simple feature after all these years.

    0
  • CJ Johnson

    It's been 9 years and this hasn't been updated to show if it's considered, on the roadmap, not planned, anything. Any chance of getting some sort of idea if this will ever be possible? Has anyone written a workaround tool that does not involve adding more tags?

     

    0
  • Maik Künnemann

    @... please give us a update. We dont understand why this requested exists since 2012 and is not implemented until today???

    0
  • Jim Stratton

    Gaah...yet another simple request, made years and years ago, that still hasn't been implemented...

    0
  • Laurenz

    Why is this still not a thing? This should be an easy thing to add, so I don't know why this is still missing in the conditions.

    0
  • CJ Johnson

    They announced they plan to completely remove the ability to sort by subject in views, so it seems likely to me this is never going to happen:  https://support.zendesk.com/hc/en-us/articles/4408826088730-Announcing-changes-to-views-sorting-and-ordering

    We will be removing the ability to sort tickets in a view by Subject and Submitter. For example, if you click these column headings, nothing will happen. You will still be able to sort by other columns.

    0
  • Nicole Saunders
    Zendesk Community Manager

    Hi Maik, 

    I'm not a product manager ( manage the community) so I can't speak to exactly why this hasn't been prioritized. 

    What I do know is that there has been a larger discussion around views, how we find and act on tickets, etc. going on for a while. So, individual, specific improvements have been on hold while the team figures out the longer-term vision for views.

    I'll also note that, as stated in the product feedback guidelines, there is no guarantee that ideas shared in the forum will be developed; user feedback is one of many data points considered in roadmap planning. Sometimes great ideas don't align to longer-term strategy for the product, the direction the industry is going, etc. 

    The age of a request also does not factor into prioritization. Most of the time, an old post reflects a lack of appropriate community moderation in years past. To that end, we are in the process of working on improvements for how we intake and act on customer feedback in this space; in the future there should not be years-long requests that linger. More information will be forthcoming about these process improvements in the coming months. I encourage everyone to subscribe to the Community Info & Announcements topic to learn more about that, as well as opportunities to share your feedback and ideas. 

    Having said all this, I have flagged this conversation for review by a product manager, and we'll do our best to get an update posted here in the next several weeks.

    -1
  • Nicole Saunders
    Zendesk Community Manager

    Thanks for sharing that workaround, Robert. 

    Also we are trying to focus all views-related conversation in this thread: 

    How do you use views? 

    I encourage you all to add your comments to that conversation. I've also flagged this thread for the PM working on the views project. 

    -3
  • Nicole Saunders
    Zendesk Community Manager

    Hi Milo - 

    We haven't made any commitment to allow filtering of views by subject. We are reworking them, and should we decide to add conditions, the subject would be at the top of the list. However, we're looking at alternative ways to identify trends and topics in views, so we can't say yet how exactly this will roll out. 

    -3
  • Nicole Saunders
    Zendesk Community Manager

    Hi Lenka -

    We don't yet have a commitment from the product team on this request, so there is no ETA for us to share.

    -5

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