Barney

Hello Dainne Kiara Lucena-Laxamana , Brett Bowser , Shawna James , Nicole McGrath , and Francisco Fernandez , I wanted to bring your attention to an important and long-standing issue that was first raised back in 2019 regarding using followers as view parameter conditions in Zendesk. As of today, October 14th, 2024, we still haven’t seen any updates or clarity on this request despite continued interest from many clients.

It is disappointing that there has been no communication or forward movement, especially considering its significant impact on many of our operational workflows. I understand you need to prioritize your roadmap and multiple features, but knowing where this request stands and what we can expect moving forward would be helpful.

This feature could greatly enhance the efficiency and satisfaction of many users, and we are more than happy to collaborate or brainstorm alternatives if needed. I look forward to your feedback and any updates you can share.

For context, I asked about this in May in this thread, shortly after we went live, and I asked again at the end of July. Yet, there has been NO update until now.

FYI - This was also opened back in 2019 in a community post (link here: https://support.zendesk.com/hc/en-us/community/posts/4409217546906-Use-Followers-as-VIEW-parameter-conditions) asking for the same thing as everyone else in this thread. In 2019. Today, we are in 2024, nothing has changed, and we also have a DELETED community post about this request.

Hello everyone, seeing this was opened over four (4) years ago for the first time, I am disappointed to find such a latest reply from the Zendesk team on the state of things. There has been no change, no introduction or improvement since then. Yet, there are multiple reasons why this makes sense.

What? As listed above, both of these.

- To show the group count of tickets. (for me, this is priority 1)

- There is a possibility of expanding/collapsing some grouped sections. (for me, this is priority 2)

To achieve the same result, I would need to build a dozen views using different combinations. That would be an absolute no-go. It would be a really bad advice/approach. So please, let's not even go this direction and try to get it to production; thank you.

Benefits? Reasons?

1. Immediate visibility on the ticket count for each group.

2. Provides a quick reference point for any group at any time.

2. Flexibility on the use cases from ticket status to groups, categories, etc.

3. There is no need to switch to Explore, which takes time to load or is outdated and does not show the immediate state of things. Also, I would hate to recommend this to anyone in my team.

4. There is no need to go anywhere else to see the actual data - why would it be necessary?

5. Brutal help with ticket/load management on the team and individual levels.

Why do I believe it is possible?

In the View configurator, you can click preview, which shows you the number of tickets in that section. So you have the initial input to work it, and then it is all about getting the number down based on the group by options selected for that View and splitting it per the groups.

→ Can you please let us know the latest state of things Salvador Vazquez? Thank you.

Hello, Dainne Kiara Lucena-Laxamana, can you please let me know your thoughts about my question? I see you replied to another customer, but there is a standing question from my end on any update regarding when we can expect this to be made available in production. Thanks for any information.

Hello Shawna James, what is the update on this one, please? When can we expect this to be introduced? Thank you for the clarification and update.

We are a new Zendesk customer, and you must be joking that such a feature is not in production after so much feedback has been shared here for so many YEARS.

Plus one here, we need more tickets per page in the views.