How do I provide feedback for Categories in Views?

Excited for this feature. However, I found it too clunky.

1. The way it expands seem to take too much space. I find the way macros expand is a prettier way to have it, having the arrow at the end.

2. The total number in the category adds all the numbers for each of the views in it. However, those views may have overlap of tickets. May be more practical for the total to show the unique tickets under the category.

How it is at the moment is a bit much for us to use. I'll see if I can test more and provide more feedback.

First of all: we are also a big fan of this optimization!

So that it is officially documented, here is a list of the feedback we have received so far:

• The shared views are always expanded and can no longer be collapsed. This is a disadvantage for those colleagues who work almost exclusively with personal views

  

• The personal views are always collapsed; when accessing or refreshing the browser again, Zendesk unfortunately does not remember whether the personal views were previously collapsed or expanded; as a result, many colleagues who work with personal views have an additional mouse movement and mouse click at the beginning of each session.
   

  

   

• As already mentioned in the previous post, the new layout/CSS requires more vertical space - in our case, approx. 2 views less are visible without scrolling

Hi, 

First off, I am thrilled with this feature - it does exactly what it says on the tin. :)

Some feedback I have based on my experience so far:

• I would prefer when you select a View that either only the View title is displayed OR a breadcrumb version of the View title is shown, as opposed to the raw title (Layer 1 :: Layer 2 :: View)
  
  I don't the way the View title is displayed is very nice appealing. 

  

• When there is a high volume of tickets (>1000) in a View category / View it will display shorthand (ex. 1.3k) as opposed to the raw number. Ideally, I would like to see the actual number, but if this consumes to much screen space, I would suggest being able to hover over the View category to see the actual value. 

  

• The button to collapse the Views sidebar now auto-hides. I found this very confusing initially and thought the feature was gone.
  I would either like to see the button displayed permanently similar to the collapse button in the Admin Centre. 

Additional features I would like to see:

• This might be stepping on the toes of Live Dashboards in Explore, but it would be nice to be able to add a threshold / alert colour on Views if they cross a certain number. (Ex. view contains > 100 tickets, the view is highlighted in Yellow). 
  
  I believe this would help draw attention to queues that may require some attention. 
• Ability to Pin views at a user level (maybe 5 / 10)  that would appear at the top of a users Views list no matter what. 
• Abiltiy to set if a View Category will be collapsed or uncollapsed by default.  

Dear all, 

Thanks for this new functionnality which will change our daily helpdesk life.

There is a presentation improvement you may be interested to provide : When the view column contain more view than the column height, a scrollbar appear. The scrollbar overlap the tickets number. You should add a padding for better display. 

Here is the pic : 

For the UI, I think (personally) that the arrows on the left of the group name area are superfluous : we instantly understand that this is a folding area. It's a waste of screen space. Without this, it would be possible to have a real tree-type view.

Maybe you should also disable the number of nested view (Open question to everyone : What is the real added value/relevance of this information?)

Here is an improvement proposition for example : 

Many thanks ! :) 

I can agree with the last post, after users have already asked us whether this functionality is no longer available:
In the interests of good usability, the button for collapsing the entire view panel should not automatically not be visible, but should always be displayed.
 

Some initial feedback we have gotten is overall very positive. One of the managers using this feature called it “life changing” 

There have been a few areas suggested for improvement so far:

1. New sessions (new windows) do not remember selections for which view groupings to keep expanded. This can be very tedious to have to reopen the views each time a new window is open. The views should also default to open rather than closed
2. View count seems unnecessary to show 
3. From the view navigation, it would be nice (now that the ability to have 100 views display) to be able to filter/search for a specific view
4. Potentially allow for individual agents to reorder their own views so certain views/categories can display in a different order than set by the admin.

Hi everyone,

We truly appreciate the time and effort you've taken to share your thoughts with us. Here's an update on our decisions so far:

- Changing the behaviour of expanding the tree: Currently, we've decided to maintain the existing functionality.

- Counting unique tickets in the category: Our current solution does not support this change. Should more users express a similar preference for ticket count displays, we'll definitely consider incorporating this feature in future updates, particularly with the development of category creation on the admin page. Let me know if this is important for more of you.

-The 'Shared Views' Folder:  We are monitoring this feedback to determine if it represents a common challenge. Meanwhile, please note that users currently have the ability to create a top-level category to manage their views efficiently.

-Personal views always collapsed: The feedback has been accepted. We will remember the state of the tree.

-Layout consuming more vertical space: We're looking into possible design improvements.

-Display of the view title: The feedback has been accepted. We will change the display. 

-Displaying ticket numbers in shorthand: The feedback has been accepted. We're looking into possible design improvements.

-Button to Collapse” automatically hidden- feedback is in the design consideration

-Scrollbar Overlapping Ticket Numbers: The feedback has been accepted.

-Removal of Arrows from Tree Navigation: After careful consideration, we've chosen not to implement this change at the moment.

-Disabling number of nested views: We are monitoring this feedback to determine if it represents a common challenge.

- Search Functionality: We've taken this on board, and search enhancements will be implemented.

I think its been said before, but I just noticed now, with a display of 100 views, I would like to be able to search for a view.

Some feedback from an Admin perspective:

• It would be great if we could categorize like the triggers so bulk changes can be made.
• This is great when just starting with a few views, but very tedious to update each view individually.

Some feedback from my agents:

• Would it be possible to have like a “favorite”/“pinned” section or something customizable at the top for people who have to deal with views from multiple teams?
•  

Another vote from me to have the ticket view only display “unique” number of tickets not the total amt from each. Technically it may be challenging to implement but showing the total view counts can be confusing in scenarios such as a category containing all open tickets and another one that has all open that haven't been processed. I'd rather just not see the rollup count at the category level if that's the case so maybe rather than displaying the unique value just have a way to hide/disable viewing the total count from the category level of the view. 

Thank you for your feedback!

The search function is planned and will be added. 

Bulk editing and better category management will be included in the next phase, with native categories available on the admin page. 

Unique ticket counts and pinned views are features we will consider for the future updates.

Hi @agnieszka12 have there been any releases/fixes of note in Aug? 

Hi Andrew, based on the feedback we released a few changes:

1. Changed indentation
2. Added shared folder
3. Stored the state of the tree, so if you leave the views page and come back, the same categories will be open as they were before
4. Removed metadata like views and tickets, providing more space for views
5. Improved chevron experience for expandable side panel
6. Improved scrollbar experience
7. Removed "::" syntax from the view title display

Best regards,

Agnieszka

@agnieszka12 Thanks for the updates! One of the teams using this has said this is the best enhancement that has been made to Zendesk in a long time and has helped them out tremendously!

Glad to see that feedback from the EAP is making it into the product. 

Thanks @agnieszka12 for posting the update. Very help for understanding if what you are seeing is expected behavior or not.

Dear Members,

We want to extend our gratitude to each one of you for your enthusiastic participation in the Early Access Program (EAP). Your insights, feedback, and engagement have been invaluable.

As we move forward, we would like to inform you that we will be closing the EAP and the associated community topic on Friday, September 13. If you haven't had the chance to share your feedback yet, we strongly encourage you to do so before this date. 

This functionality will be released to all Zendesk customers soon. For those of you who have already been using it, rest assured that you will still be able to access it on your accounts where it was enabled.

Your thoughts and experiences are incredibly important to us, and we want to ensure every voice is heard.

Thank you once again for your commitment and support. 

Warm regards,

Agnieszka

Hello everyone and thank you for your contributions and feedback on this EAP!

We appreciate your time and energy to share your thoughts with us. Based on your feedback we have implemented the following into this product and feature:

• Changed indentation
• Added shared folder
• Stored the state of the tree, so if you leave the views page and come back, the same categories will be open as they were before
• Removed metadata like views and tickets, providing more space for views
• Improved chevron experience for expandable side panel
• Improved scrollbar experience
• Removed "::" syntax from the view title display

Some of the feedback could not be implemented now because of its scope but had been planned for the future:

• Categories on the admin page ( in development)
• Search Functionality ( planned)
• Counting unique tickets in the category ( planned for feasibility analysis)

We are also thrilled to announce that this feature is going to be  available for GA in the coming weeks. The rollout plan starts September 23rd and is going to be finished on October 4th.

Best regards,

Agnieszka

Hi @agnieszka12 , 

This is tremendous news! This has been the most popular feature I have brought forward to my team this on Zendesk in a long time - they feel this is a major productivity win and helps so much with visibility for Team Leads (now having access to views across teams they engage with regularly). 

Great to see the other features mentioned are in development or planned. Really appreciate the feedback and work on this EAP.