Add categories (subviews, dropdown view) function to Views

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投稿日時：2021年2月09日

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:

Channels
Language
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
Subscriptions
Refunds

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.

p.s.
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.

Thank you!

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新しい順

Jonathan March

2021年5月04日

Nathan,

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.

-1

Nathan Purcell

2021年5月04日

Salvador Vazquez 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.

Salvador Vazquez

2021年4月30日

Hi all,

I’ve provided some updates further down in the thread, you can see those here:

https://support.zendesk.com/hc/en-us/community/posts/1260801277829/comments/1260803679009

Salvador Vazquez

2021年4月30日

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.