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Allow basic dates (and relative dates) in Views
Posted Dec 16, 2023
We need the ability to sort/filter views by date rather than "hours since solved". It is quite ridiculous that a system as robust as Zendesk doesn't offer this very BASIC functionality. For the past 6 years as a zendesk user, every month in order to view a simple list of "tickets solved last month", I have to login, edit the view, and calculate the "hours since solved" from the first of the month.
The MAJOR problem with this is that "hours" can change as they day goes on, so unless I'm going to literally recalculate the hours since solved numbers all day long, it make this view extremely cumbersome to utilize - but I really have no choice!
What we need is a simple filter for something like "Date/Time created" or "Date/Time solved" is BETWEEN StartDate and EndDate; and ideally this could support relative dates like "last month" or "last year" ...
And yes I am aware the Explore offers this functionality but should I really pay for a premium product to get a basic feature like the ability to filter by DATES ??
The last feature I posted (ability to merge organizations) only took ZD SIX LONG YEARS to implement ... here's hoping this one is much sooner.
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9 comments
Official
Salvador Vazquez
Hey Scott, 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 is a great feature request and 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.
0
Tara McCann
Thanks for being a Zendesk customer and for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
0
Sydney Neubauer
+1 We have also run into this. We had a team go out on leave and when they returned, they needed to see the tickets that were created in that time period that have yet to be assigned and then bulk assign them right then and there (you can't do that from explore)
0
Abdelhameed Khaled
I have been through the same thing it's very annoying
0
Alexander King - TechOps Manager
Bump! Stuck on this as well.
0
Itay Banner
+1
I added a custom “follow up” date to tickets. But I can't create a view and set it to display tickets with “follow up” date of “today” or “the past week” etc. This indeed seems like a trivial feature expected from every professional platform when working with dates. Everyone else supports it.
0
Leandro Atendente
I'm trying to create a view of tickets from the last 5 days. It seems like this feature you mention would solve this. A shame it's not available.
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Amie Brennan
hey Leandro Atendente,
You could use the following condition in a view to pull in tickets within the last 5 days. There are other “Hours since” conditions you can use as well.
Note: 5x24 = 120 hours
- You can also run these conditions via business hours as well if you are utilising the Schedules feature in your account. :)
Hope this helps. :)
-1
Scott McClannahan
Amie Brennan - while I appreciate your “attempt” at being helpful, we have already done this which I explained above. The problem is what if I want to find “all tickets from last month” - the “number of days” changes depending on if I run that report/view on the 1st of the month, the 10th of the month or the 20th of the month.
To be honest - this is lazy programming - the programmers who wrote ZD were lazy and rather than using a “normal” standard like literally every other software in the world for managing dates, they choose to use “hours since” b/c it meant they didn't have to write the conversion routines themselves. Simply put this is not a “feature request”, this is basic functionality that should have been there since day 1 and needs to be implemented ASAP to make Zendesk work like its competition.
We are already in the process of moving to another product so you will eventually lose us as a customer, but maybe if ZD figures out what its customers want rather than always trying to upsell them, they can save other customers/businesses before its too late. Its just a real shame that the product managers dont actually USE the products themselves; otherwise this would have been a no brainer on day 1.
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