Add categories (subviews, dropdown view) function to Views
PLEASE VOTE IF YOU NEED CATEGORIES (SUBVIEWS, DROPDOWN VIEW IN VIEWS
Currently, the first 12 shared views are accessible in the Views list. Which might not be enough if you need more subviews/categories.
I will provide examples of the categorized Views and then explain the benefits of it.
Examples of the categorized Views
In our case, we have multiple brands added to Zendesk.
Each brand has different categorized Views, based on:
- Topic (usually filtered by tags which work on particular keywords)
- Help Center submit forms
These first-level categories can be also categorised in their subcategories. For instance, Topic can be categorized in:
- Access issues
This is how our Views look in one of the apps from the marketplace (14 brands are connected here):
Depending on the product, the brand View might have multiple subfolders within it.
This is how our View of the categorized brand looks like:
So, here one brand View has multiple categories with 4 depth category levels.
Why is it beneficial to categorize?
- It helps to onboard agents faster when you allow them to start familiarizing with the product by topic;
- Some products have agents who work only with one topic, thus helping to improve efficiency.
- It helps to analyze tickets from the help centre easier when we can dedicate agents to work only with the tickets from the help centre.
- It helps to categorize tickets by issues, which require special attention from more experienced agents.
- Categorization by language also allows choosing the agents with skills needed for the language or the specification of the market.
- Agents can migrate to provide help to other products based on category.
Since Zendesk has a categorization option for macros with :: which allows creating multiple category depth levels, the same functionality could be implemented for subviews option.
Additional to it, the same function of ordering (as trigger categories) could be used in Views too.
We, of course, could use the third-party app but currently, it lags, has quite many glitches and not everything gets along with Zendesk (has not enough consistency).
Let's see how many of us need it, give a vote if you feel a lack of it.
Hi all -
Thanks for sharing your thoughts here. Improvements to Views are clearly important to many people, and I wanted to let you know that both increasing the number of Views and adding categories to Views is on our roadmap.
Before we can implement these changes, however, there is some complex and time-consuming work we have to do in order to update the infrastructure to allow for this functionality. This work is crucial and needed before we make the UI modifications.
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 a long time 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 the feedback you have shared and for your participation in the Zendesk Community.
Im all in 👍
This for sure is a Zendesk Darling that needs some serious help.
Bravo! This is exactly what ZenDesk needs
I agree but I doubt that this will ever happen if even increasing the maximum view count seems to be impossible to do.
Completely agree! This is such a basic thing, I shouldn't be needing to pay a third party app for that.
Yes please, additional views / categories of views would be hugely beneficial in my opinion
Please do implement this Zendesk!
Please we need this!
Yes I love this solution. Categories were helpful with triggers so this solution is right up to par with that.
This is a great feature, that would be fantastic to see implemented in the product.
I’ve provided some updates further down in the thread, you can see those here:
@... thanks for the update. Good to see some movement is planned but, with respect, I think you're making a mistake combining these two tasks. To increase the number of available views is so trivial, it's laughable.
Grouping views is a great feature (and one that IS worth waiting months for) but combining it with another feature adds a layer of complexity that will only prove to delay a massive quick win.
I hope the product team are able to see and understand this so that we don't have to wait months for something incredibly simple.
We've been asking for more views in the left column, for almost a decade. Like you, I've assumed that this would be trivial to do, and I certainly agree wholeheartedly (and have at times also opined) that if it *is* trivial, then it's a mistake to tangle that up with deeper changes, however positive.
But the fact that there's been absolutely no movement on this, despite many expressions of good intent, has led me to suspect that there's some serious technical debt behind the current limitation, and that, contrary to our intuition, they actually can't make this "simple" change without rewriting the relevant view and backing model.
So the fact that they are actually now doing this strikes me as a win, however long overdue.
Hi Nathan and Jonathan,
I can confirm that adding more views is non-trivial. As Salvador indicated, there's some extensive backend infrastructure work required in order for us to enable either additional views or grouping them.
Are you able to give a more precise time frame for this, rather than "Many months yet".
This kind of functionality is important for the smooth work of our team.
I need to decide if it makes sense to wait for you or just go with a Marketplace app.
(Which, let's be honest, seems like a better solution in any case)
This is exactly the functionality that we currently badly need as a multi-brand account !
It is really time to be able to enjoy it with the native Zendesk views (which are nevertheless great), without having to go through a paid third-party application.
Just being able to display more than 12 views would be a big step forward ...
Looking forward to when this improvement arrives! Thanks ZD team
Yes, this is very needed!
Please implement this feature!
I'm scared to read Zendesk's moderators or members answers. What kind of technical debt is this to take obviously 10 months "just to" prompt more views? I agree with the comment that says there are 2 different subjects,. Solving the first one which is increasing the number of views with a single level should be a quick win, not a 10 months issue.
I think I'm getting used to this, every time I face a problem, I read a X months old article with the same kind of answers. I'd like to see how looks the roadmap as it seems a lot of things are in it.
Hi Zendesk team. Do you have an update on the progress of this work please?
Hello! any updates of this feature? Perhaps we can see a lot of views this year?
Hola Salvador Vázquez, espero que te encuentres bien.
¿Tenes alguna novedades de este desarrollo? ya pasaron 10 meses y no tenemos noticias, creo que tampoco estamos pidiendo una función tan compleja ;)
Se supone que las vistas están creadas para que podamos optimizar nuestro trabajo y no poder agrupar e incluso tener limitación de vistas, genera una carga operativa en nuestras tareas diarias que podría evitarse.
Salvador Vazquez Jonathan March Nicole Saunders
Are there any updates to the views being increased to 20?
Hi Daniel, to be clear, Community Moderators (like me) are not ZD employees, just experienced users who help out when we can, but have no inside info about product roadmaps.
Apologies Jonathan, I only scanned through the names of people who have the title below their names.
No worries at all, just taking the opportunity to clarify.