Views limitation

Hi Zendesk Team, 

12 views it's clearly not enough for large teams and we use 3-rd party addons to compensate this limitation. Can someone  please confirm when this going to be changed?

Thanks.

This has been quite a frustrating limitation already dragging along for 4+ years, like with many other limitations in Zendesk, even when paying for an Enterprise Plan.

It would be really great to know if Zendesk customers will have to wait another 2-4 years just to get flexibility with Views that should be available out of the box.

Hope Product Management can actually influence the timeline and get something out soon!

@Salvador Vazquez We were wondering if there is an update on this issue, seeing as it has been six months. Understandably the changes will take some time, but is there any rough estimate? Like many others, our team needs to evaluate whether it is worth investing in a paid 3rd-party app to do this, or to wait it out until this change goes into effect should it be on the horizon.

Hello all, thank you again for your continued excitement for this work! Our team is currently running a proof of concept for how many additional Views we can support and how many counts we could include at the scale you all need. We are currently thinking through these options and figuring out the best solution. 

I would love to hear more your needs. Particularly on your bare minimum of additional Views you need and why as well as bare minimum of Views with counts and why. 

I don't understand why we can't just have all views visible at all times, if we so choose. "Invisible views" is an oxymoron. I have views for different groups and each group has views for their individual statuses. If there absolutely must be a limit to how many views are visible at once, I would put that number somewhere around 30. But again, I don't understand why this is limited at all.

Agreed with @Dean Nelson, I don't think there should be a maximum. The Views sidebar understandably would need a "minimum" - but all views available to a user should be accessible from that page alone, either through some kind of twisty that expands a nested view, a link that loads more, etc.

The best way we could see that working out is having expandable categories, and a final "Unsorted" bucket.

Our team could manage without having the view counts. I'm guessing there is a large tax with computing those values that probably led to this restriction in the first place. Maybe there's a happy medium - the numbers are cached and refreshed every so often, or just a red dot or star to indicate there's tickets in the view. But our team could live with no counts being present.

Another big ask: Favorite views. This way, agents can select the views that matter to them. It puts us in a hard spot to manage views for an entire org when we have some agents working on a significant number of workflows that each have their own unique sorting and grouping needs. It's either global + sequential order, or personal views, and nothing in between.

This problem is compounded by the fact that the Manage Views page is, at best, an exercise in frustration. Today alone, I've had to help 6 different agents use this page due to the way it works. It is less intuitive than most. A great fix for this would be making the Ticket View title link take you to the view, and not the edit page. Then, having a persistent link to the edit page, instead of any hover-over action. This would also be an important accessibility improvement, due to the way screen readers work.

Finally, making the list of views and their IDs exportable to CSV would be a boon for us. At the least, it would help those who might not be comfortable using the API to take those IDs and build a list of views in something like Excel or Google Sheets for their agents to reference.

I'd also opt for an endless amount of views. As a company with many teams we need at least one view per team. We can't use a view like 'only from my group' as agents are in several groups but only work for one group at a given moment. It is not doable to keep putting them in and out of groups. Also, that way they can't help another team when it gets too busy.

Zendesk seems to be designed for agents that only do what they are told. We like to keep our agents thinking and arranging their work themselves instead of  a teamleader micromanaging them. For that reason they also need to see how workload differs across the teams and be able to help where they can in order to keep waiting times for clients short.

Please add room for more views, and don't limit the amount. Especially if you want to land bigger clients, you need to.  

The bare minimum of views is the number I have added. If I have 200 views, I want the ability to have 200 views in that column. 

If I add another view, I would like that to also appear in the column. 

Considering we have the ability to grant access to view by group membership, this is not as unwieldy as it may sound at first. Very few people in the system will have access to all views - but even if they did, I still want them to see all views. 

Why? 
Because it's inefficient to require an agent to go looking for specific views. It's also an overlook risk factor if the views are not at the forefront. 

"Bare minimum of views with counts"? All of them should have counts. Also, the counts should not be capped to an artificial number (see suspended tickets, capped at 5K). 

Hi,

To echo Nathan and Samuel's sentiment, I would prefer to see no maximum on the number of views available.

Given that we can limit who has access to certain Views, not all Views would be available to all Agents. However, the Zendesk Admins in my team require the ability to be able to see what is going on and how workflows are performing for the various teams in our company.

Additionally, I would love to see an equivalent of the categorisation feature available for Triggers, added to the Views page. Being able to keep certain Views grouped in a category would be extremely helpful.

Do we have any updates on this feature? From a coding perspective, I don't understand the lock on 12 when the UI has plenty of space for many more. 

Our company has teams that prioritise work based on certain queues (views) these need to be unique hence the requirement for more. 

The limit should be set by the user and not the creator. A "more" option should appear when the list is at a high capacity. 

Build in brand specification to this too. Certain brands need certain views.

In addition to this, can we also have the views visible when agents are working on the tickets? It's important that agents are able to keep an eye on the queue while solving tickets without having to navigate away to the views page.

@salvador, my company would be looking at upwards of 30-40 views for most of our agents. Essentially each view is specific to a client that you are working with, and then we would also have summary views for all tickets open, tickets pending, and tickets on hold, specific to a user or a particular group. It would even be nice if the views were a scroll, or if there was a 'View More' or even a Tabbed Page action that had to be taken below the current section to show the additional views. (if it is a load issue)

For comparison we use JIRA for tracking our software development and I have the ability to see and run 82 filters (their version of views) on demand at any time. 

Why a limit number of views? I read the objective is to get 20 views (7months ago), why 20 and not 21? Why not developing infinite views (scrollbar exists since the begining of the Internet)? Once the 20 views access will be available (or not...) you'll need to make a POC for 40 views which will last X years again. I don't get the point here.

Same issue.  We have our teams working out of community views and have had to be VERY selective about what views we create.  The admin team needs to be able to see all views at all times.  Because my team is smaller I've been able to work around this a little bit but rearranging my views all the time to see what I need to look at is inefficient and frustrating.

A bare minimum would be 30 at a glance and up to 100 would be more efficient for me.

I have a small team and I have 1 view of each team member's unsolved tickets to review for productivity and efficiency.  As my team grows I will need to increase my views.  Currently, I'm maxed out on my personal views and had to deactivate other views in order to view my whole team.

Please drop that restriction. It's totally unclear to me how this was implemented in the first place considering that in total a lot more views are possible. Is it the constant checks about ticket count in the views and such? Then just update less regularly. How often is someone looking at that? And even when, there is a refresh button on top.

That's a very weird limitation.

Hi Salvador,

In answer to your question I'd like to have an unlimited amount of views, or ideally be able to minimise/maximise the views.

e.g. Currently we have just 7 UK views, but we're going to be adding our US team under the same instance. They have the same views the UK has (7), but already I've run out of room in my views so 2 are unseen. 

If it was easier to show UK then maximise to see those views & then the US that would be great. This currently only affects me as the Admin as I need to see UK & US, whereas our regular agents (in theory) only need to see the views relevant to their countries. If we expand into further territories, I'll need to see more, so the minimising/maximising option makes way more sense to me, so I can quickly get to a view I need to see without scrolling through everything. 

Chiming in here with my use case.

I need to be able to have multiple views in order to better able folks on my team and on other teams. As upper-tier support, it's my responsibility not only to manage the tickets in our T3-specific queues (of which there are multiple), but to help with other lower-tier queues as well. My max has been hit. 

I also like having "Your Views" that include opens for each individual member of my team as well as any folks who I know might be struggling; this allows me to at-a-glance determine which folks might need some additional help and provide them with immediate support rather than reaching out directly and asking if they need help. My max has been hit here as well and I'm not able to include every user I'd like to.

I know that this is going to take extensive backend work, but if there was one feature I'd prioritize above all others, it'd be this one. 

I saw a posting 9 months ago that Views were being address. I now see 3 months ago, a proof of concept was running.  Zendesk view limitation I would like to see addressed:

1) Once administratively created, the number that can actually be seen by an agent is limited.

2) There isn't any administrative way to modify and/or control the view for end-users of an Organization.

3) There isn't any administrative way to modify the one and only view seen by all end-users

Can we get an update on what release any change to Views is going to occur and what that update will contain?

There are apps that allow showing all views. It's not as comfortable as with the original though. If your (zendesk) concern is that too many requests will reach your server for updates then you could limit the updates per timeframe over all the views.

We already restrict visibility of views with group visibilities but still it's very few places available.

Also I don't think there needs to be those "standard" views that can't be removed. They take space that might be wanted to be used otherwise.

My Team Lead needs to see more Personal views for daily monitoring. I know that we can use Dashboard for this monitoring, but dashboard updates only once per hour but we need more frequent updates.

We will probably be moving to another product as the limitied number of views is too restricitve

In relation to Victoria's comment - Personal Views are definitely something that needs to be visible to Zendesk Admins or individuals with permissions to view them.

Personal Views for other agents, besides yourself can't even be viewed in the API.

(On a semi-related topic - Macro's fall into the same camp...)

Hi all,

I still follow this discussion here.

We never went live because of this "special" views restriction.
Now we moved to another product... 
For our setup it just did not work. Having multiple support languages and different departments, it just not works out. Admin overview is a nightmare with Zendesk. You don't even see how many agents are logged in and live. Many more things missing. 
Too bad.

Bye

Jan Urban

We have implemented a add-on App I found discussed in another blog.  The app can be found in your Zendesk Market Place and is called Lovely Views PLUS. It works for now and I will continue to use it, until Zendesk can provide the functionality this app provides.

It does have some other nice features, such as group edit, options to merging tickets and submitting directly to Close.  I have only been using the product for a few weeks.  I have no complaints.