Feature Request: "Select My Shared Views"
Feature Request Summary:
The Problem:
Today, there's the attribution of views to all, groups, or a single individual. Once you can access a view, it goes into your views panel, its position determined by the position it has in all of the views that are not personal, minus the ones you do not have access to.
The non-personal view panel has 14 slots available, of which two are fixed.
I have access to several dozen views, and I can't arrange the views such that all that I need often currently are in the top 12 of the ones I have access to.
Proposed solution
- Add a filter for each agent which allows him to select the views accessible to him that go into the 12 slots
- Add a ordering feature for these 12 slots
... such that each agent can select and arrange the views he needs to work with regularly.
Icing on the Cake
Make view entries foldable, much like Macros today, such that one can create groups of views and organize them by task.
Business impact of current limitation
If you need a view that is not in the available slots, you loose a lot of time navigating the view list, and, in my opinion more importantly, if you can't see it, it's easily forgotten.
Alternatives
You might think a bit wider and implement something like I outlined above into contextual workspaces - by including views into the workspaces, so the agent can focus on a certain task or area. The workspaces themselves would be switched manually, or by sensing ticket data like tags.
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Would like to add to the point that if views are not available you loose a lot of time navigating the view list: I'm really curious what will happen with the views overview that is currently under admin (home) in Support, now that settings are moving to the admin center. Will an agent then also need to go to the admin center part to see the full list of views? I think that would make it even more challenging for support agents.
Another suggestion could be that people can mark views as favorites, so certain overviews can be found back easily.
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@... we've installed Lovely Views Plus as a workaround. Still, I agree with your feature proposal - being able to easily access more views should be a standard feature, not a paid external app.
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Hi @...
Thanks for the tip, Sebasstian, sounds very interesting and promising indeed!
But, as you say, it's a product feature that is missing here, and, looking at @...'s comment, there are even more open points with the new admin center.
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So, finally, we have been able to procure Lovely Views, and I can't imagine how I managed without them, even after just a few days of usage. That is money well invested - and Lovely Views is not expensive, to say the least.
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