Community Discussion: How do you use Views?

112 コメント

  • Chad Hanna

    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.

  • Jay Espinoza

    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.

  • Oneio Cloud Oy

    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?

  • Jules Winckelmann

    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.

  • Liam

    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.

  • TJ Patel

    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).

  • Chris

    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.

  • Salvador Vazquez
    Zendesk Product Manager

    Hi everyone, 

    First, I want to thank everyone who has provided feedback and participated in the conversation here. It’s been really informative and helpful.

    It’s definitely clear that the current limitation of 12 views isn’t working well for everyone - we hear you on that - and I can confirm that this is something we are working on a better solution for. 

    The first step is understanding the problem for users, which we do. After that, we have to look into what would be involved with changing the behavior in the product. That step is what we’ve been working through.

    As we’ve been digging into what will be required in order to change the ways views are presented, we discovered that enabling new functionality for views will require us to resolve some backend complexities. These will take some time to sort out, but work on this is currently underway.

    Once those issues are resolved, we can work on improvements to the views functionality.

    We’ll continue to keep you updated as things progress, and want to emphasize that this is on our radar and something we are working toward solving. Thanks again for taking the time to share your use-cases with us.

  • TJ Patel

    You're a saint Salvador! 

  • Dan Ross
    Community Moderator

    Hi Salvador Vazquez

    Thanks for coming in to the thread and providing an update, I'm glad to hear that it's being worked on again. At the risk of sounding bitter, this isn't the first time there's been something hopeful on the Views front that resulted in letdown. This thread is over three years old, had a bunch of PM engagement and then faded away with no end result. 

    'On our radar' isn't the same thing as 'we expect this backend work to be completed in 2020' or something more concrete. At this point, there's something of a trust deficiency on the topic of Views. I understand if there's no known dates yet if you're still scoping the backend issues, given the nature of software development.

    Instead, can you commit to coming by here in two months and giving us another update on the progress made? This is a huge sore spot for a lot of customers, especially in the Enterprise segment. It makes it hard to grow and scale with Zendesk without needing to invest in expensive add-ons that also have their own scaling issues.  Thanks!

  • Rob Baker

    I'm pretty sure that I've mentioned it before, but if anyone else has run out of patience for something to change here, there is an add-on subscription based product available called Lovely Views, to solve this issue--as well as the deficiency with problem linked ticket views and columns shown. It is as simple as creating a named view using native ZD with a category prefix (ie: Active::My Unsolved Tickets) so that they display in a visually engaging manner.


    NOTE: I have no personal affiliation with this vendor, and unfortunately the licensing is now per user in stead of per instance, but it easily pays for itself providing focused action-oriented views required for medium sized support teams and ticket volumes.




  • Salvador Vazquez
    Zendesk Product Manager

    Hi Dan Ross,

    Thank you for your response. We are currently working on changes to our backend and I will come back and give another update in Q4 2020. Thank you all for your patience. 

  • Jonathan March
    Community Moderator

    Hello Salvador Vazquez -- Thanks for communicating on this issue. Could you clarify something for us?

    In the past, ZD reps have explained that increasing the number of views listed in the sidebar would be expensive because it would require frequently evaluating a lot more ticket counts. Such a cost certainly seems plausible to me -- not that this would have to be intrinsically expensive, but that it could be expensive given an existing architectural design.

    And I can certainly understand that ZD would like to make a pervasive improvement in views -- perhaps in the backend architecture, and perhaps in some of the other ways that have been suggested over the years (like interactive non-persistent filters, or better ticket previews)

    But what I have not ever heard is whether ZD has given serious thought to an interim improvement -- just listing more views without ticket counts. I can't speak for others on this thread, but for us, that would meet 90% of our requirement for quicker access to views.

  • TJ Patel

    Personally, I would be happy if I could even just trade personal views for team views... I think there are two team views that I ever actually use, and yet I have 12 of them and only 8 of my own... With so many things I personally am needing to keep track of that I'm trying to do with views, this doesn't work, and I can't buy some add-on for just myself.

  • Andrew Lo

    I would like to echo what everyone else has said. 

    We are setting up our Zendesk ticketing system right now and having a limitation of only having 12 views really hinders the user experience. Going to get yet ANOTHER 3rd party plug-in seems completely unreasonable.

    Something like this seems "simple" to just add capacity for or change the UI slightly so that it is easier to access more views. As a short term solution, why not make the more dropdown show the other views and make the other query when more is pressed if it is a performance/query problem? 

    Please keep this thread updated. Since like such a simple yet meaningful fix that would please all users. 


  • Vaughan Hensley

    Please allow users to customize the number of views available to see at one time without having to change screens. Sorry this is not a long detailed feedback, I feel it has been extremely well put by the comments on this post.

    What feels like a small ask/update appears to be an ongoing issue for many clients for the past 3 years, or longer! This does not inspire hope or confidence in ZenDesk to value their customer feedback.

  • Samuel Mosher

    In addition to supporting additional views, would it be possible to change the behavior of the Ticket Views page to do the following:

    • Clicking on name of view = Open view
    • Hover over (or permalink) = Edit

    It is frustrating having to explain to new agents that to access a view they need, that it is a hide-and-seek game for the Open button.

  • Justyna Pultowicz

    I am part of multiple groups. Different products need different groups to reach designated teams. It's to silo requests coming in and help the user requests to be processed quicker within groups.
    Why does group A want to see group Bs tickets coming in? They rather have a view just seeing group As tickets, while Group B sees only group B ticket views.

    I need to be able to view Product A and B views at the same time (as I'm part of multiple groups).
    If Product A has already 10 views, then Product B can only have 2 views? 
    I see how 1 group might have a limitation on 12 views, but the more groups you are in, the less views you get for each is a very limiting restriction.

    it was mentioned half a year ago that the feature is to be looked at last year, has there been any more updates on this?

  • Marc-André Bruch

    Will be the feature added to add more views?
    Im not sure where the problem is to add this feature!

  • Samuel Mosher

    Just to keep things alive here - there were mentions from Salvador Vazquez that we would receive an update in Q4 2020, posted 7 months ago. It is now almost Q2 2021. Is there any additional info to share on this topic?

  • Salvador Vazquez
    Zendesk Product Manager

    Hi everyone, 

    Wanted to provide an update here, as it’s been several months since we last did so.

    There have been some significant delays in the infrastructure work required before we can enable additional views or categories. However, we are continuing to work through it.

    We are in the process of updating the infrastructure and backend in order to have a more flexible Views platform that can cater to complex needs of our customers. This work is crucial and needed before we make the UI modifications but it is  also complex and will take time.

    Our ultimate goal is to provide easy access to more than 20 Views in the Views side panel, as well as adding categorization to help you organize your Views. 

    I know a lot of you have been waiting years to see this happen, and I want to be fully transparent - we still have a lot to do before we will be able to roll this out. I don’t expect this functionality to be completed for many months yet.

    We will continue to provide updates as we are able. Thank you for your feedback, for your patience, and for being active members of the Zendesk Community.

  • Dan Ross
    Community Moderator

    Hey Salvador,

    Thanks very much for coming back to the Community with an update, even if there's no major news yet. The transparency is really appreciated and I'm glad to see that it's still being worked on!



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