Community Discussion: How do you use Views?

97 Commentaires

  • Chad Hanna
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    Recent implementer of Zendesk and the ability to do views where I am a cc is something that would make life much easier.  Our second level support gives first level the answer to provide to the customer.  The process is not the most efficient way to respond, but this process provides training to our first level support.  Our goal is to also develop our employees beyond the base role so they can succeed, grow, and accelerate their role in the company.

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  • Jay Espinoza
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    The linked thread is specifically for your opinion about adding a CC view condition. Please go there and comment so we can get a CC view condtion added, it's only been requested by the communtiy since 2014, maybe they'll listen there.

    https://support.zendesk.com/hc/en-us/community/posts/360031106314-I-should-be-able-to-create-a-view-for-the-tickets-I-m-CC-d-on?page=1#community_comment_360010315533

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  • Chris Hobbs
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    As a new user / Admin to Zendesk, I also encounter this limitation and find it very frustrating, and very hard to understand why this limitation on the number of Views is so complex and takes so long to incorporate a change. 

    You continue to ask for people to provide input on requirements, yet No Action is visibly taken.


    This should be considered an out of the box functionality, but then you redirect people to use 3rd party add-on tools requiring an additional cost. 

    Why should I continue my Subscription if such basic functionality can not be met?



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  • Edouard Madeuf
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    The only answer you will get is "Leave a feedback to the product suggestion board" our product managers will look into it.

    But to be honest I've never seen something implemented even if it was massively asked by the community, or except something included in a overpriced add-on.

    Whether it's about the lack of basic features for reporting, views, no help from support to build customer reports, I had so much disappointments.

    Loosing faith here, and seriously considering moving to another competitor due to the lack of support.

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  • Liam
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    So it's now been 3 years since you made this thread, with loads of really extensive reasons which you claim to acknowledge, yet you never actually make any changes. It seems very much like Zendesk only add something if it's going to make them money. 

    For a customer service tool, your customer service stinks.

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  • TJ Patel
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    Personally, my experience with Zendesk has been one of the worst regarding customer service... I have the impression that the ZD feedback to product pipelines is very flawed. This issue with views has been going on for longer than 3 years. It took them ages to even join the convo, let alone start this thread on it, and now their official suggestion is to use Quickie...

    It all just feels like noise with a mentality of forcing their philosophies through their design choices (even if they don't fit your org's use-case and proven customer service performance, you're still doing it wrong if you're not using it their way). This has been the impression I've endured from their customer service over the past 9 years. What compounds the situation is the seeming focus on finding ways to generate more income instead of listening to users. ZD has been around for a while, but I have yet to work at a company that wasn't itching for a better solution.

    If a company comes along that can offer some of the things ZD provides and solve some of the fundamental problems with things, like the tag system that backs the fields and all the view limitations, I think they'd easily garner a significant market share. Might be time for a bit of disruption in the support ticket niche (pardon the buzzword).

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  • Chris
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    It's really not that hard to implement more than 12 views in the view panel. The fact that this has been ignored for 3+ years is abysmal. Is it really that hard for your product team to imagine having more than 12 default views? We were able to fill up 12 views very quickly with different categories of requests. Disappointing that Zendesk wouldn't implement such an easy thing.

    The "more" button at the bottom is not a fix. Why not just have an unfold button to unfold further view links? It's just html links which are lightweight and incredibly easy to display with React. This should be a no brainer but instead is a handicap of an otherwise great platform. So unnecessary to be ignoring this.

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