Community Discussion: How do you use Views?

88 Commentaires

  • Randy Nieukirk
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    More than 12 Views...

    As an administrator, I'm unable to assist my different Support Groups very easily. Each Group might have 6-8 Views built to support their workflow, which quickly puts me over the 12 view limit. (We have over 50 views and growing) When I'm attempting to train or demo I have to reconfigure my groups as a User to make sure their views are easily accessible on my page. This is easily doable when it is a planned demo, but much more difficult in the day-to-day issues and questions that arise.

    Some teams also support a large number of Forms, maybe 8 different forms. If they also wanted some bigger picture views of their work queue the team will quickly cross the 12 view threshold and it limits the way we organize their workflow.

    I would recommend putting in a scrollbar to allow the views beyond 12 to persist.

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  • Heather Rommel
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    @Shannon/Zendesk, there is a really good product feedback post here about some preferences around Problem/Incident tickets in views... Please take a look!

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  • Edouard Madeuf
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    22 people asking for such use:

    https://support.zendesk.com/hc/en-us/community/posts/203434406-Problem-Incident-Views

    Problem / Incident view:

    In a problem/Incident ticket situation, I would like more flexibility on how I view incidents associated to a problem.

    The current implementation does not allow any flexibility on what criteria I want to see in that view.

    Specifically, I would like to sort incidents by "Last Updated" but that criteria is not one taken into account when generating that incident view.

    Creating a view manually does allow me to view incident tickets, but there's no way to have this manually created view to give me the results based on what problem ticket they are tied to.

     

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  • Nicole - Community Manager
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    Hey Edouard, 

    Thanks for the feedback! We do track how many people vote on things. It's a helpful data point for us, but not the only one we use when planning our roadmap - mostly it helps us to identify which things effect the greatest number of users so that we can look at those problems. 

    Views are something that are currently being thought about. There's a pretty wide variety of use-cases and ways people want to use them, and we're working to determine which solution(s) will serve the greatest number of people. There aren't any specifics we can share right now, but detailed use-cases like the one you just shared are very helpful to inform the decision making process. Thank you for your contribution! 

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  • Graeme Carmichael
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    @Steven

    Just in case it helps.

    If you are using multiple languages, you can use dynamic content in your view title to show the view name in the Agent's local language.


     

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  • Steven
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    Hi Graeme,

    Thanks for the suggestion. The problem is not the language of the agent, the problem is that we have different views for different languages. I don't want my French agents to see Dutch and German tickets, so I reroute them to a specific French view. Seeing as we are a European company, only our languages use 8 views already. Add to that specific views for VIPs, social, cases and you can imagine you're above the limit of 12 very quickly. 

    As I said before, a scroll bar would eliminate this problem and to me seems like a quick fix to a problem that should be much higher on Zendesk's roadmap.

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  • Jacob J Christensen
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    Hi Steven,

    If you use Groups to assign tickets in particular languages, and make agents who know these languages members of relevant groups, you should be able to save some view real estate by using the (current user's groups) condition.

    This condition makes the view relative to the the viewer, and only displays tickets in the groups the viewer are a member of.

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  • Steven
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    Thanks for the suggestion Jacob. How would I as a manager then easily see how many tickets are left for a specific country/language without having to manually look this up? At the moment I take a glance at the views to see most languages, but I have to manually look for the ones that do not show up in views.

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  • Jacob J Christensen
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    Hi Steven,

    Good question, I have three suggestions in mind, I use a combination of them all for various reasons.

    1. Add views specific to certain groups or other meaningful clusters of tickets as Personal views.

    2. Install the Quickie app - there is a minor fee I see,

    3. Use browser bookmarks to lookup individual views and ticket counts (more steps involved and no at a glance overview make this the least favorite choice).

    Alternatively you could consider a real-time dashboarding solution, like Geckoboard, for monitoring these and other operational metrics.

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  • Steven
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    Jacob, thanks again for thinking with me and the great suggestions. I truly appreciate it.

    Fact is that these are (far from optimal) workarounds for a problem that shouldn't be in the software in the first place – and should have been addressed months ago seeing as a lot of your paying customers are asking for this feature to be updated. The fact that we still don't get an update on this and that it has not been added to the roadmap is shocking to me. When we started using Zendesk we loved it over our previous ticketing system, but more and more minor annoyances are starting to get to us. I'm in the proces of reviewing other solutions (Kustomer is looking very promising) and we will probably make the switch next year.

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  • Stephen Belleau
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    That Quickie app used to be free. Can't blame the third party for capitalizing on what should be basic core functionality, but it's now even more imperative that Zendesk provides an out-of-box solution for limited views. Marketplace apps should extend the platform, not solve basic needs.

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  • Terry Waldron
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    Folks,

    This post has been on going for some time now with very little progress , this limitation of views is seriously hampering our productivity. I currently have 4 help centers , with multiple forms in each , and a new,inprogress and solved view for each form , it is is impossible for me as an administrator to quickly get a snap shot of what our current state is  , even if you open the More>> button the view options there do not give you the number of tickets with each one. These help centres and form are manned by a small team so they need to have access to each one. We are on the enterprise plan already so I wont be conned into paying for an additional app to fix something that should have been picked up in go live , if you allow multiple help centres to be managed from one instance/interface how in the world did limited views come into this , it makes absolutely no sense.

    Ive signed up for a fixed term and honestly, if this limited view issue isnt addressed I will definetly be looking to move else where.

     

     

     

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  • Rogier Valk
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    Dear Terry,

    As you stated this post/topic has gone one for far to long. I have posted in this topic twice now:

    1. October 26, 2017 17:12
    2. January 03, 2018 14:45

    The lack of cooperation/improvements from Zendesk on this issue has made the company I work for decide to choose for a different more scalable solution. As of 2 weeks now our work lives has become much better and more productive

    The tactic Zendesk is using in this topic (as it seems) is to sporadically reply here making its users think they are doing something with this issue.

    These are my 2 cents on the topic and will be the last on Zendesk.

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  • Darcy Bromling
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    As an administrator/manager what do you use Views for? 

    seeing where we may be falling behind as an organization, staying aware of what is going on across all sites, to see where our problem areas are.


    As an agent, what do you use Views for?

    staying on top of what is hapening to the customers I am responsible for'. aloowing me to chat with customers about what is oign on 'with them' at thier locations.

    How do you strategize what Views you create?

    what is useful for me to see according to how we do support. 


    What is your use case for having more than 12 views available to one agent at all times?

    i do not actually want more than twelve views at a time. I would actually like the views to be customized by the agent, with maybe 'x' subset available to be assigned by me. there is no way i can 'know' what all my agents want and have it fully realized in twelve views across all of them. i would like to provide 'x' mandatory as a base and allow them the flex to build/use what makes sense for them. i am actually stunned i have to go back to a thread this old for this as this functionality exists in the app, but not in the web interface. please bring this functionality to the web interface. 

     

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  • Rob Baker
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    Is there an update here?  I used Lovely views on a previous ZD instance that I was administrating because we had role specific shared views, in additional to operational views, personal views, problem views, and functional views.  I also just commented on the thread at https://support.zendesk.com/hc/en-us/community/posts/203434406-Problem-Incident-Views?page=1#community_comment_360002229727 noting the lack of sophistication of the incident view linked to problems.  Is there something on the roadmap or am I going to have to pay a third party again for a monthly per agent subscription to have more view control here?

    Here is another functional view example that I provided in the Community a couple years back as an example as well - https://support.zendesk.com/hc/en-us/community/posts/212214248/comments/360001045588

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  • Nicole - Community Manager
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    Hi Rob - 

    The product team says that they're thinking about views and ways to improve them, but have not provided any specific updates on what those changes or improvements will be. I have provided them with a summary and comprehensive list of the 50+ views-related requests in the community, and they are being taken into account as they explore the future of views and what should happen with them. 

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  • Rob Baker
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    That's great to hear Nicole!  I would imagine anyone on a pro or enterprise subscription has run in to any number of those 50 related view asks!

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  • Rasmus Kjeldgaard
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    It would be nice if the views could have a tree structure like the triaging in fields. Like the example here but with views instead.

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  • Randy Nieukirk
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    Oh, Rasmus Kjeldgaard - excellent idea!!!

     

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  • Collin Cunninghame
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    For us, views are critical for displaying how many issues of a certain type need to be addressed. We have our main support org working out of a playlist with general issues, but use views on the side for showing counts of tickets in certain areas.

    This is necessary because our agents use Play mode. Since that's an all-or-nothing setting, we can't let agents see all specialty tickets in a single view, because it'll just play from the top as soon as they click the view.

    As these specialties have grown, space has gotten exceptionally tight. An agent might need to see the agent's assigned tickets, the main support queue, on-hold/pending tickets, two types of special billing issue, voicemails, escalations from chat, and six focus areas of the product. That's 13, so they don't all fit.

    If I could just make the support queue a playlist, I could merge the 6 product areas into one view grouped by area. I could combine the assigned tickets and held/pending tickets into a view grouped by status. Even without changing the 12 view limit, that's freeing up 6 spots for other views, like the escalated view senior specialists need to see, or project-related views. But since they're all playlists, I need to break them out.

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  • Nicole - Community Manager
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    Thanks for the detailed comment, Collin!

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  • Amanda Morphew-Ulm
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    We have a rapidly-growing need for Agents to be able to see a View with tickets they are CCed/@ed on. I have read several archived threads explaining available options for this (example, search "cc:me"), but we really just need this as a View option.

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  • Nicole - Community Manager
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    Thanks for the feedback, Amanda.

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  • Tim Li
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    I work in a company that has about 35k tickets average per month. We use customized views heavily, because we have so many different kind of issues and almost half of the tickets are not in the correct category. Also desperately need the condition "subject" and regular expression to search descriptions (perfect if can search all the comments in one ticket, not just the initial comment) /subject in views. 

     

    Thanks!

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  • Jay Espinoza
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    It's pretty crazy there have been a lot of requests for the ability to View what you are CC'd on.  I saw those dating back to 2014, 5 years ago!!!  

    I want to be able to have a view that sees what I am CC'd on.  Not only do I find this helpful, but there are a few Zendesk apps that do this and there are 5 years worth of requests.  

    I did find out that the cc:me search works, but it's not a simple click of the button.  It's not built so that I can just switch between views quickly.  I have to search any time I want to refresh the page. It will not auto update like a View does.  Most of the tickets I see I am CC'd on. 

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  • Rob Baker
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    @Jay, 

    Try https://[your_subdomain].zendesk.com/agent/users/[agent_id]/ccs

    Not a view per say, but also not universally known.

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  • Jonathan March
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    It would be very useful to test for a condition of custom date present / not present. We have several custom dates: Ping Date, & Date complete (which is the date that the work was actually completed for the customer, even if we want to leave the ticket open for followup for a while). We want to look at held tickets with no ping date, and at completed tickets...

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  • David Coleman
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    I think it would be great to separate (section) views in the UI by the following:

     

    All

    Groups

    Personal

     

    And, then give us the ability to assign views down to the agent level (personal). This will help agents more easily understand what to expect from each view and will help Administrators deploy/adjust personal views when necessary.

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