Nicole,

Thanks so much for your response. I really appreciate it. I feel heard :)

I do understand and appreciate the complexity of managing a complex software product's releases and product features.

What would really make a difference, I think, is if the company provided its customers with *some* sort of visibility into the decisions that are made. For example, if a feature request has been considered, what are the major categories of "not currently planned" reasons, that you could potentially share without it being a problem? "work required to customer benefit ratio too high", "planned for a future release bundle", "not enough customer demand", "only affects a small number of customers", "workaround is of low impact", "depends on other changes not currently planned", "will be addressed by a future release", etc. What I want to know is why THIS request hasn't been acted on in nearly 10 years. Is it because not enough customers want it? Is it because it actually would be really hard (for reasons I can not fathom but may exist) and so it depends on other future work that will take a long time to see the light of day? Is it because changes to views functionality are planned for a later bundled release and this one will wait for that? Is it that you'll never do it because the workaround seems reasonable to most of your customers? Is it simply that only small customers or not enough customers need this?

I guess I'm trying to figure out if Zendesk product features tend to be driven mainly by the needs of the workflows of larger customers, or if less common workflows like ours can ever get their needs addressed. When requests like this go unmet for 10 years with no explanation as to why, it's easy to assume the worst. If you don't want people assuming the worst, a little transparency goes a long way.

Which brings me back around again to thanking you for your response, which, while not actually answering my question, did really make me feel heard and gave me some hope for hearing more about the future of this request some day. It also made me realize that our team often uses views very differently from how Zendesk intends views to be used. Which makes me realize that Zendesk might provide other functionality that would better meet our needs. (or, maybe it doesn't and isn't a great fit for how our team operates). I'll look into this further and will reach out to support for further guidance as this isn't the right forum to get into those weeds.