We like the power of the search but it'd be even better if we could choose which columns show in the search results, similarly to how you can when creating Views.
Thanks.
Delivered
Customize search results columns
Being able to add custom fields into the Search results would allow our team to hone in on target tickets when looking up a broad range of subjects. Is there any update on this as a roadmap item?
- Employee
Thank you everyone for the feedback, it's truly appreciated. This is on the roadmap, and it's work we will start in Q4 of this year. I'll update this thread again in Q4 with our progress and when we expect to release this capability.
We're working on the designs right now. If you would be willing to spend 20 minutes with us on zoom providing feedback please fill out this form. If you're selected, we'll be in touch!
- Employee
Thank you everyone for the feedback, it's truly appreciated. This is on the roadmap, and it's work we will start in Q4 of this year. I'll update this thread again in Q4 with our progress and when we expect to release this capability.
We're working on the designs right now. If you would be willing to spend 20 minutes with us on zoom providing feedback please fill out this form. If you're selected, we'll be in touch!
I agree, this is very urgently needed. Sad to see it is not in the product already. Has been asked for many years.
Plus one for adding this feature. It is q4 2023 now is there an update on where this one stands?
Where are we on the development of this? It seems like a simple feature request that should have been implemented by now. We are currently needing to revamp our client tags in order to differentiate our tickets when searching.
Can we get an update on this? @Permanently deleted user
Ditto, definitely need this.
ZD carried out a survey and online meeting on this last year if my memory serves. I don't know why it isn't just developed and implemented. It's quite clear what many are wanting.
@scott17 Q4 of 2023 has long since past could you give us a further update?
Also from our point of view this is an important feature especially for B2B (e.g., to display the organization name).
Please implement this feature!
the fourth quarter will be 2024? :(
Its an improvement that would help many clients and does not seem difficult to exectute. Ohhhh!!!
Is there any update on this feature? The last comment says it was being targeted for release in Q4 2023.
This would be really beneficial. I love the advanced search feature but it the result columns are missing details that I need to see.
@scott17 , would you be so kind to provide an update? This continues to be discussed on multiple threads and there have been no real updates since your June 5, 2023 comment indicating that work will start in Q4 of 2023. If you could provide an ETA/ETR, that would be wonderful. Thank you in advance!
- Employee
Hi all - I'm Alyssa, Senior Product Manager for Search. This feature is planned to start development this quarter and we are targeting a Q1 release. Thank you all so much for your continued patience - we understand this is a critical feature and are excited to get it into your hands as soon as possible.
Alyssa
@alyssa13 - just clarify your last statement, “we targeting a Q1 release” you are talking about Q1 2025, correct?
Is there any kind of EAP available to enroll for this?
- Community Manager
Hi all, thank you for your feedback and follow up here. I have spoken with our product team and unfortunately this feature has been deprioritized for our 2025 roadmap. This is a valid feature request and the team appreciates this feedback being raised however we can not commit to it in the near future.
We understand this may be disappointing to some customers; not having the features you wish you see at Zendesk prioritized is an understandably frustrating experience. We look forward to 2025 being exciting year of innovation for our product and bringing new features to you all. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.
For the last few years, I feel like Zendesk has 2-4 developers handling all of their platform which has since become legacy when compared with the market.
When a 4-page feature request to allow customized columns within the search results is ultimately deprioritized (along with thousands of other feature requests), you can only suspect one thing.
When it comes to Zendesk Support, we truly don't want lots of new innovation from Zendesk, we just want ways to actually view the information we already have, easily. The workflows, configurations, automations, reporting, etc… are already so rigid that we've had to generate workarounds to even use the platform in a consistent way. Not having the ability to do something as simple as consistently add the same columns to searches in the same way you can for views is painful.
Zendesk seems to be relying upon our sunken costs within its implementation to our platforms to maintain affinity. The amount of 4-8yr old feature requests that are still being asked for updates speaks to this pretty clearly.
Hello @shawna11
What would make it an exciting year is to bring this back on plan for this year. As others have said, we're not looking for lots of innovation with AI and fancy developments; we just want some simple features to be added to help us provide better customer service. AI is all well and good, but good customer service is still done in person by humans and AI is still a long way from being personable.
Perhaps Zendesk could provide some good customer service to their customers like we are trying to do to ours by using your system. Seems a bit of a paradox to me.
@scott17 look forward to your comments on this too as we were really looking forward to having it this year.
Hi,
our organization would really like to have the option to adjust the search page. We'd like to add i.e priority column and rearrange current columns. Hopefully this will be something that's available soon.
+1 to this.
Absolutely insane that a 4 page feature request thread got “de-prioritized”, this screams “basic functionality”…
Any updates Zendesk?
The first comment in this thread dates back to 2017. The statement that the feature is still on the roadmap but other things are more important only means that your customers' priorities have not been your priorities for years. I'm afraid ‘frustrating’ is not the right word to describe this.
Agreed @frank24
This is probably going to get me blocked or something but I feel we as customers have gently asked for long enough and just get pushed back so perhaps more of a rant is going to help?
@shawna11 I've said it before, but may I say it again that for the majority of those who use Zendesk, we do so to serve our customers better. It would be good if you (Zendesk) could serve your customers better too. It's far from frustrating, it actually just shows you take your customers for granted and it seems like the developers are doing what they want to do not what they are asked to do (by their customers).
Please tell us what we (as those who pay your invoices) can do to change this and have this development (and others that are years in the requesting). Or is it that we need to leave and find a help desk provider?
I am so shocked that this been raised in 2017 and still not completed.
This was the first thing I literally noticed when started to using Zendesk, only first ticketing view is editable. This is extremely not USER friendly
non of other views are things like
organisations, custom objects, contacts views ( and also when i dig in to organisations and realted tickets (this should also be editable - maybe i don't want to see any closed, or any solved tickets there etc)
Last update was in March please could u share a new update.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Since our last update, unforeseen changes in prioritization have prevented this feature from receiving the development attention that the team anticipated this quarter. We know this is not what you want to hear, and we completely understand that waiting can be frustrating. We appreciate your understanding as we navigate our current priorities. At this time, we do not have a specific timeline to share regarding when you can expect to see this released. However, this feature remains on our internal roadmap, and our teams are looking to prioritize it as they are able. As soon as we have any updates on the progress of this feature request, we will share them with you.
Your feedback is incredibly valuable to us, and we’re excited about the improvements coming down the line. Thank you once again for being such an important part of our community!