Community Discussion: How do you use Views?

96 Commentaires

  • Adetona Ajao
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    To all of those a bit frustrated by the view limitation:

    You have a free workaround in the marketplace called Quickie. I'm gonna copypaste a comment I made two years ago about it on a now closed thread:

    "Seems to be the only free option right now if we want more than 12 views (+ suspended/deleted views) in the left hand panel. For those that don't mind fronting the bucks, it seems the same guys made another app, premium this time, called lovely Views that seems to be even more complex and give more functionality, but quickie definately works as intended out of the box."

    To clarify: I have nothing to do with the Qickie team, but until Zendesk moves this subject forward Quickie really came in handy. Once we got our agents used to using the Quickie widget we where able to make a metric ton of views (Between 20-25 views per team on average), and that helped us in a big way, it's still helping us to this day. 

    That said, would REALLY love along with everyone else to see a scrolling left panel, or at the very least a taller ceiling when it comes to views. As Business - Client interactions become more complex and varied, 12 views to cover all possible type of interaction and cases that we want our agents to focus on is a bit lacking as limits go.

    And on that same subject but on the opposite side. Anyone knows  of a way of hiding suspended/deleted tickets only to Admins? Been poking around for a while and I'm pretty sure I know the answer to that one, but maybe someone in the community found a way?

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  • Actions pour les commentaires Permalien

    Hi Adetona,

    Thanks for mentioning the Marketplace apps to extend View organization, didn't know about that. 

    Regarding wanting to hide the Suspended and Deleted tickets views for some agents, I believe this can be done by editing the agent role for ticket access to anything other than all.

    Hope that helps you out!

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  • Adetona Ajao
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    Hey Jacob!

    Thanks for that, I had totally forgotten about it. We did look into this but figured we had to change the whole way we assign tickets to the different groups to make sure none fall through the cracks, but you're right, it is a method...

    Cheers!

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  • Craig Bailey
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    I'd like to see a collapsible section in the right pane. For example, Our workflow views generally revolve around Organizations. When displaying a view of tickets with some criteria by Organization, there are many tickets for a single organization that takes a lot of scrolling real estate. It would be nice if you could collapse (as default) the outer criteria (in this case Organization) and have to click to get to the actual ticket list to that organization.

    [ Crude View Diagram ]

    -------------------------

    > Organization A

    V Organization B     <- I'm clicked open!

       - Ticket 1

       - Ticket 2 

    > Organization C

    I looked at both Lovely View and Quickie, and they do provide collapsible views though in the left pane view dialog, which makes for orderly organization of views, it isn't saving the screen real estate in the right pane. I'd like it native in the actual ticket view page.

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  • Janine David
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    We use views to view the verbatim comments for each NPS score.

    It is unfortunate that there is a restriction in terms of available tickets in the Views (Archived tickets are removed from the Views). We'd like to check if there a way to override the archived tickets not being shown, as long as the conditions have been met. For example (date ticket created for the whole calendar year).

    This will really be helpful!!!

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  • Sylvain Jette
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    Heather Stewart, 

    I am working on something similar and there might be a way to reduce the number of views and it will only apply to each of the distinct users of a particular group.

    I'll let you know.

    Sylvain

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  • Shannon Anahata
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    @Janine - can you tell me more about how often you would be using a View like this? Who on your team uses this type of View? How are they using this View - to respond directly to the NPS comments? For historical data review? Something else?  Thanks! 

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  • Helle Buhl
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    Would be perfect - Susan Maher .

    Really good points.

     

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  • Actions pour les commentaires Permalien

    Hi Katarina, If you're on Professional or higher you can take advantage of Insights report sharing feature.
    There you can create much richer reports and schedule their delivery as you please.

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  • Tilly Martin
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    I'd like a way to create a personal view for our agents to show all tickets they are cc'd in within the agent view as the view in the Help Centre can be a bit misleading from an Agent perspective. 

    Thanks, 

    Tilly

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  • Actions pour les commentaires Permalien

    Hi Tilly,

    That view should be available on their profile page in Zendesk Support:

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  • Tilly Martin
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    Hi Jacob, 

    Yes - but it shows the status of the ticket as it is for the customer rather than how we would view it internally, so can be confusing. 

    Thanks, 

    Tilly

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  • Thomas Bumgardner
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    • How about a legit feature request?!

       

      (FR) Nested views for good?

       

      Summary

      Within this thread is the identification that a prevalent need has been exposed for the utilization of "Nested Views", or the categorization of views in a Parent/Child dynamic. This would allow the de-cluttering of the views dashboard, as well as the capability to easily identify which support roles (not the mechanically placed ones, but like "Billing - CC Issues", "Billing - Refunds") without having to create a ton of other views that eat up the view quota.




      In-Practice

      Short example featuring bullet points! (I’ll use my experience from EVE Online/CCP

      Games as the example, as they had the most queues/categories I had ever seen

      • General Support (Level 1)

        • Gameplay

          • Advanced Gameplay
          • Market
          • Structures
          • Planetary Interaction
          • Reimbursement

        • Billing

          • Billing/Payment issues
            • Credit Cards
            • PLEX
            • Paypal
            • Other 3rd party payment portals
          • Refunds
          • Account Management
            • Account Security/Report a compromised account
          • Billing Escalation (Level 2)

        • Technical

          • Crashes
          • UI issues
            • Display errors
            • Configuration
            • Interfaces
          • Performance issues


        • Abuse (Level 3)

          • Real-life threats
          • Reports of suicidal players
          • TOS Violations
          • ISK Spammers



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  • Shannon Anahata
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    Thanks for the feedback, Thomas. While we've been quiet on Views product changes, we're still listening. There have been no decisions currently made with how Views will evolve with our product, but we've taken this feedback into account as we look into the future of Views. 

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  • Jørgen Sivesind
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    Hi!

    It is great to hear that you are working to improve the views.  Working for a small company, I am both the support-administrator and do work as an agent, and I basically use the "Views" view as my dashboard.  The "Home" page that first comes up when I go to Support has no value for me, but we have structured the views, so that they, in different ways, find all tickets that need attention.

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

    I regularly check on several views that help me get an overview of our ticket status, the most important is probably one listing open tickets, order by when it was last updated.

    • As an agent, what do you use Views for?

    The first view for me and all our agents, is "Your unsolved tickets".  Here I easily see which tickets I need to respond to each day.

    • How do you strategize what Views you create?

    We tried to create a strategy and a good structure for our views when we started using ZenDesk, 3 years ago, but it turns out that many of the views we made then have not been of intereste, while our agents, as they have gotten used to ZenDesk, have gotten ideas on how to use views in a better way, so, more than half of our views have been created on demand by different groups of agents, and since views are so easy to create and configure, this works great.

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

    We have not had this problem.  It turns out that I have exactly 12 views availabe, out of which 9 are in regular use.

    But I do think it is a strange limit.  I do not like to be limited in this way, escpecially since 12 is a very small number.  I think my screen can list about 30 views in the sidebar, before I would have to scroll to see the bottom ones.  If I ever reached that limit, I would think very seriously about reorganizing my views.

    • Do you use other tools and/or apps from the Zendesk Marketplace to help you with Views? If yes, what?

    No.

    ----

    But as a final note, that is not adressed by these questions:  The main problem we have with views, is that we have to choose making them available to all, or just one group.  We have 7 groups in our organization, and there are several views which we would like to make available to 2 or 3 groups.  Please add the option you allready have for macros, that views can be made available to multiple groups.

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  • Bruno Wisintainer
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    Hi,

    I can see there are plenty of feedback being shared by other members that would be very similar to mine, except that we have 50++ email accounts to support and a ton of Agents.

    There is no way our senior management will let us spend extra budget paying some other apps to help with the view limitation issue in ZD. You can imagine the hardship that has been for our Agents to work with ZD as well as for me to manage it.

    I can see the this community thread started more than one year ago, would like to know how and when will this views be improved?

     

     

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  • Doug T. Florczyk
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    Hello,

    There seems to be plenty of feedback with a whole lot of good ideas with improving the lack of usability when it comes to views.

    At this point are there any updates scheduled to improve this functionality? If not I have to ask why, this seems to be a sticking point of many end-users and should not take multiple years to improve what should have been built in functionality at this point.

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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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  • 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 - Cloudhuset A/S
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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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  • 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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  • 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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