views should include the condition "subject"

37 コメント

  • Nicole S.
    Zendesk Community Team

    HI Seneca, 

    Thanks for your post. This forum is just one of several input points for roadmap planning, so sometimes there are things that a lot of users have requested or that was originally requested a long time ago, but it still doesn't make it to the top of the priority list. We also look at other inputs from customers, market predictors, and other features being developed that might solve for a particular solution. 

    I don't have specifics about this request, other than to say that there's been a larger consideration around how tickets are "discovered" (i.e. searched and viewed) in the agent interface. As the product teams are looking at the larger functionality, they aren't adding individual features, conditions, filters, etc. Typically features are not developed on an individual basis, but rather several will be grouped at once. 

    I will raise this thread with the product manager again to ensure that it is being considered as they plan for the future of views. 

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  • Seneca Spurling

    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. 

    1
  • Morning Ellergrace

    One person in a company can muddy the entire Zendesk  by creating a form that dumps hundreds of tickets into the new ticket box. This could be solved by creating the option to make a view to exclude these tickets... if you could filter views by subject.

    Please consider making this a priority.

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  • Sami Immonen

    Upvote from here as well. Sorting views based on a subject should be a "no-brainer" functionality.

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  • Sarah Bowers

    I'm frustrated that I can't manually add tickets to a specific view. Is there a way to do this?

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  • Pierre Nilsson

    Yes! Please add. 

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  • Eckhard Doll

    Might be a good time to add this rather simple feature after all these years.

    0

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