John Schwaggert

I feel compelled to add my support for this topic as well. Both grouping and extending the number of views. We are not multi branded, but we have a couple parts of our business using Zendesk and find the views very limiting...When I added new views recently I was already at the 12 limit, and could not for the life of me figure out why they weren't showing up until coming across this thread, and now that I'm here, I fully agree with the sentiment of users in this thread and others. Please deliver this functionality soon! Thanks!

Also our work around to this has been to give all agents access to all tickets, but use their groups to help segment them off depending on their area, this helps me create views that only appear for certain agents in certain ways depending on their group assignments. It's hacky, but it does help. This ensures that you can still assign a ticket over to another group, but doesn't actually include you in it. We have reasons for wanting them to be assignable in other groups, but this felt like the lesser of the two evils.

I have a use case for something similar, but basically it's if a ticket gets created via the UX by an agent, and set to a group for our HR team, then I want to use the HR Support address instead of the default IT Support. The webhook works to do this, but it doesn't seem to do it in time for the first notification, only the follow ups. Changing the address each time in the address app isn't a great solution.

{
  "ticket": {
    "recipient": "email@domain" 
  }
}

Here from another post and agree that this needs to be addressed.

Greetings, or perhaps no greetings?

Montana law requires that all parties have knowledge of call recording. Call recording is really helpful for us but training humans who are making outbound calls to say that calls are recorded every time is not. A simple option for outbound call greetings that play before the agent and destination would be a perfect setting for each line, it would also give us a chance to customize any other greeting information so it's likely helpful even if we don't need it for call recording. I can't believe there isn't an option for this, nor that others haven't complained as there are quite a few states that aren't just one party states. I would like to tip our cap into the ring here and request this feature.