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Add categories (subviews, dropdown view) function to Views

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2021년 2월 09일에 게시됨

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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Salvador Vazquez

Zendesk Product Manager

Hello everyone, thank you for your continued engagement on this thread and expressing your interest in this feature request. We understand the frustration that comes with not having the features you want prioritized in the time frame desired; and thank you for your patience as we worked to get this the attention it deserved.

With that being said I am excited to share that we will be working on categorization this year to address this issue. We're on a path to provide a more flexible views experience for you all and appreciate your patience and understanding as we work to develop this feature. We will continue to update this thread as we have more information to share. Our teams will continue to monitor any further feedback as well. Thank you again!

5


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.

14


Bravo!  This is exactly what ZenDesk needs

7


THIS ENHANCEMENT HAS BEEN OPEN FOR 603 DAYS

New customer here...limiting us to only 12 visible views is a MAJOR challenge from an administration standpoint. We have team members who are team leads / managers / directors / admins, that need to have oversight with multiple views in order to view assignee group work queue volumes. 

Realistically, for each assignee group, team members need to see a view for unassigned, open, and closed. We have 9 assignee groups, so that is 27 view combinations. Worst yet, you all do not have an option to view them all in any capacity. This is a ticketing system 101 feature. You are already using navigation collapse and expand objects in the left-hand nav screen in the Admin section of Zendesk...so it exists. Just make the object available to the views section.

This enhancement already has 111 likes...how many more does it need before it will be prioritized???

Our organization is not buying another 3rd party app to replace functionality that SHOULD be in here already natively. Can we place get this prioritized. This creates a huge challenge for us to manage our span of assignee groups and severely limits the scale we can grow in Zendesk. We're halting adding other departments and another 20+ licences just because Zendesk is creating a limiting box for us to grow our enterprise in.  

6


Completely agree! This is such a basic thing, I shouldn't be needing to pay a third party app for that.

5


We're perfectly fine with our views. We're not struggling at all to manage the views. Our struggle is with the cap on the number. We'll likely be adding another 50 views this year to begin building out the continual improvement process under ITIL to monitor metrics. 

I am the admin. I hear the same rhetoric when I get invited to the Zendesk customer forums. What we have built out in our instance is miles beyond what others are implementing. We do not need a health check. No consultant yet has been able to come close to the optimization I run in-house. And Zendesk has been looking at our site as a business case for future enhancements. My job for 15 years is a solution architect that goes in an cleans up the absolute mess organization make our of their service management models. I rewrote the SOPs for service management for Dell and United Healthcare.

There is no issue with agents juggling 100+ views because visibility of the views are restricted by assignee group. So agents only see their applicable views. They are also structured in the admin console with appropriate naming convention and tags so they are easily manageable by an admin. We have more than a dozen assignee groups that all have two sets of nested views.

The first is a standardized set that each assignee group gets. It shows views for unassigned/uncategorized, open, pending, on hold, closed, and reopened.

The second set of views is assignee group/department specific. One department has 17 unique business workflows, that require dynamic forms for ticket creation.

Other departments have task-driven queues, so that our hardware team during a new customer onboarding, kicks off site setups. The first view are inbound orders from our Salesforce API that need validated. Once validated, they move to view 2 (communications and tracking), then view 3 (scheduling installations), where the ticket moves data from our Zendesk instance to our scheduling system that sends field techs schedules to their phone, then view 4 is completed installations requiring validation of site signoff and billing.

Before building anything, I standardized all our processes so Zendesk could be scaled 10x what we have now and still be manageable by 1 singular admin.

We're running over a 100+ triggers that have been organized same as computer code, with class secregation and containers. We have a library of flags and objects, that are part of our triggers standard operating procedure that is used to build new triggers.

I'm a certified ServiceNow administration and architect, ITIL v3&4 certified, and worked for the #1 IT service management company in the world. We're good here. We just need the cap on views lifted. LovelyViews has no problem staging the functionality. There's unfortunately a changing of guard needed at Zendesk to appropriately align their product dev to cater to enterprise level customers.

5


This for sure is a Zendesk Darling that needs some serious help.  

4


Im all in 👍

4


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.

4


Hi Zendesk team.  Do you have an update on the progress of this work please?

4


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