Recent searches
No recent searches
Improvements to ticket view categorization
Answered
Posted Oct 14, 2024
Hi,
I have tested the newly rolled out view categorization in our team and we are all very excited to have this feature! But we have also immediately identified three points that would greatly improve its practical usefulness, at least in our customer support team. I will list them in order of decreasing importance:
- Right now, the number next to each category is the “naive” sum of ticket counts for all the views it contains. This is misleading when a ticket appears in more than one view for this category. We have several views with some overlap of the tickets they contain. Can you please adapt the sum count next to categories to display the number of unique tickets contained in a category's views?
- It would also be very useful if the category itself was a clickable view, combining the tickets of all its contained views. Currently there is no way to view all tickets within a category, for example in order to work through them chronologically or perform batch operations.
- Collapsible categories are great for managing the length of the views list, so more views can be used without agents scrolling themselves to death. But when closing and reopening Support in the browser, the collapsed/opened state of all categories resets to open, taking up maximal vertical space. It would improve user experience if the previous configuration for each agent could be saved across sessions.
Thank you for working on this and I hope you are still open to feedback on this new functionality!
Best,
Jakob
6
4
4 comments
Shawna James
Thank you 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
Tricia Pearson
I agree with point #1 Jakob said. We were very excited to get this feature and made updates to our system as soon as it was turned on. However the sum of tickets for each sub category living on the main category is causing some pain points for our leadership team monitoring volume of the views within them.
In the screenshot I provided we would like to see the 13.4K not show.
0
Scott Tynan
I agree with all points, especially 1 & 3.
I wonder how point 2 would be achieved if the views contain different fields and or conflicting logic. Might be easier to just make a separate view that you can select as the category view.
0
Agnieszka Pyzik
Those are great feature requests and I have added them to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. Point 1&2 require native categories on the admin page which will be added in 2025. Only after that release we can improve current experience with counts and unique tickets per categories.
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.
Thank you again for your feedback and for being a valuable customer with Zendesk.
1