Add categories (subviews, dropdown view) function to Views

Hello all,

Thank you again for sharing these great use cases and continuing to share the needs. We are working on this and will be rolling out incremental changes to get you the native side panel experience you all need. 
I have an update on this comment as well. But in short we are increasing the limit from 12 shared and 8 personal to 30 shared and 10 personal in Q3 of 2023 and in 2024 will have more rollouts in the side panel experience that will continue to enhance the experience natively. I look forward to the continued collaboration so we can create a great experience together. 

@salvador 30 is nowhere near enough. Just one of our assignee groups, has 17 workqueue for different business processes. We have more than 10 assignee groups, each with their own set of queues they need access to view. Why is there such a hessantancy for ZD to broaden this enhancement. There are 3 other vendors in the marketplace that have no trouble what so ever in providing an application that allows for much more than a 100+ views, NESTED. If the majority of the people in this forum are complaining about the nesting and volume of views, odd are, expanding from 12 to 30, is still going to result in customers having to use 3rd party apps. Come on guys, step it up.

Salvador Vazquez, Jordon is correct. The views experience is easily the Achillies heel of Zendesk. It was the hardest thing to walk my team through when adopting Zendesk. It was a major step backward in functionality and usefulness. Freshdesk, your competitors and even 3rd party marketplace apps kick you guys around in this area. You can and should go much further in making the views experience align with what your customers need, deserve and expect. Happy to hop on a call and discuss further. 

hey @jordan29

I'd like to challenge you on the number of views you have to begin with. As a Zendesk solutions consultant, I can confidently tell you that... the number of views you've described is way too many for any agent to try and be managing across a business and is not scalable, let alone an admin try a manage in the account.

If you're struggling to manage this within Zendesk as it is currently. It sounds like you may need a Zendesk Health Check and/or Optimisation in order to improve your current workflows, reduce the number of working views required, and improve agent efficiency over time as a result. If you're interested in this, let me know we can work something out. I'm a Zendesk partner and we can help you with this. 

Yes, Zendesk does need to change its views and offer more, but I think you may also need to see a larger picture here that you're existing workflows are potentially overbaked and can be done in a more concise way. 

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.

I'm 100% with @jordan29 here. 

My organisation comprises dozens of brands with hundreds of agents in teams around the world. Our agents are cross-trained so the number of queues is a multiple of the different brands AND services therein. 

Zendesk shouldn't try to dictate how we use the system; they should be listening to feedback and adapting. If we choose to do so in a "non-optimal" way then that's for us to decide. 

Finally some improvement is coming on September 29, 2023 by doubling the amount that is automatically displayed https://support.zendesk.com/hc/en-us/articles/6059161161498-Announcing-improvements-to-the-views-experience-in-Support

I would like to suggest that there be more than 12 views at one time. Our 16:9 monitors have plenty of zendesk white space that can be filled by text

Happy that the 30 views now are possible and all rolled out. We do however urgently need the option to nest the views, as possible in lovely views app. So my vote here for that to go on your roadmap asap :) 

Kind regards from Munich, 

Yvonne 

Adding another comment here to upvote on this going on the roadmap asap again

We urgently need to be able to nest views like we can in Lovely Views (see below) - I see a ton of community content on this, and people asking for it for over 3 years now - really hope to soon hear that we can expect this to be implemented in the near future. 

Zendesk....in 2024, can we FINALLY get views expanded to a much larger number. 30 ain't cutting it. And 100+ people have begged for this since 2021. Call LovelyViews and ask them how they did it.

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!

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!

Will the limit to 30 vies then be deprecated? Because when we can group them i have an overview independent from how many views i have.

Would be also a huge benefit!

Hello everyone, listening to your feedback we are currently working on the categorization feature for Views. To be able to deliver the best experience for all of you we would love to talk about your needs in more detail. 

If you would like to participate in a meeting with us, please provide some details here  so we can contact you directly.

I am grateful for your interest and engagement in conversation with us.

Invitation to Early Access Program for Views Categorisation

We are thrilled to announce that our latest Early Access Program (EAP) for Views Categorisation is nearing launch, and we are extending an invitation for you to be a part of it. This program will provide a select group of users with an opportunity to experience and provide feedback on our newest features before they are released to the general public.

As we are committed to creating the best possible experience for our users, we deeply value the insights that come from real-world use. Your feedback will play a critical role in shaping the final version of the product.

Please note that while we are eager to involve as many participants as possible, spots in the EAP are limited We will accommodate applicants on a first-come, first-served basis and also ensure a diverse representation of users. If you are not selected for this round, we will inform you by email. 

If you're interested in joining and willing to actively provide feedback, please sign up via the following link

In joining, you can look forward to:

- Views Categorisation by syntax parsing

- Increased Views limits to 100 shared and 10 personal Views

Hi Agnieszka, 

This is tremendous news! Very excited to see movement on this topic. 

I have signed up - I wanted to check, will there be significant difference in the Views UI if something is not added under a sub-folder? 

The reason I ask, is I want to understand if this will have a major impact on teams we do not start adding views to sub-folders for.

Hi Stephen,

Thank you for signing up for the EAP. If you choose not to categorize certain items, you won't encounter significant UI changes. You might notice some minimal adjustments to spacing and margins, but these changes should be quite subtle. 

However, please be aware that the Views Limits will be updated, and this change will be apparent regardless of whether categories are created or not.

Hi Agnieszka,

Thanks so much for confirming. That sounds perfectly reasonable - we are very deliberate in who has access to certain Views, so having additional space for more Views isn't necessarily a problem. 

I think this is going to have a huge benefit for multiple teams within my company. 

Hi @Zendesk Product,
any update on this?

The issue is known since 2015.

Thank you! 🙏

Hello @Björn Jensen,

This feature is currently available in our Early Access Program. We'd love to have you join us in this exclusive testing phase. If interested, please sign up using this link. 

Looking forward to your participation!

If you prefer to wait for General Availability  we are planning to release it in the mid August. 

@agnieszka12 Looks like you put a different URL than intended.

@agnieszka12 , I think it was posted elsewhere in a different thread, but I just signed up today with this link:

https://docs.google.com/forms/d/e/1FAIpQLSdrt1xN2gawX22JvRQRbEBpwBS8tL4NnVcjYgHdTADQU55yUg/formResponse?pli=1

I apologize for the mistake. I have updated the link.  Please note that the link shared by Ben is also valid. Thank you for your understanding.

Hi everyone,

Thank you once again for your valuable feedback regarding categories in views. We are excited to announce that we are currently releasing this feature! You can now create categories by using the :: syntax in the view title. For more details, please check out our announcement.

Best regards,

Agnieszka