Hello Zoho Desk Team,

We hope you're doing well.

We’d like to submit a feature request regarding the custom views functionality in Zoho Desk.

🎯 Background

We’re actively using custom views to filter and display tickets for different teams based on specific criteria. These views are shared across agents to standardize workflows and ensure consistent visibility into ticket queues.

However, we've encountered a significant limitation:

❗ Current Limitation

When a custom view is shared with agents, they are currently able to edit the view’s conditions. These changes unintentionally affect everyone using that view, which can lead to confusion and operational inconsistencies.

While we reviewed the profile/role permissions, there doesn’t seem to be an option to restrict editing of shared views while still allowing agents to use them.

✅ Feature Request

Please add the ability to:

• Restrict agents from modifying the criteria/conditions of custom views that have been shared with them.

• Allow agents to use, apply filters, and sort within shared views — but not edit or save changes to the core view settings unless explicitly permitted.

This permission should ideally be controlled via roles or profiles, similar to how module-level permissions are handled.

📌 Use Case

In our organization, we rely on shared views to:

• Standardize how teams triage and respond to tickets

• Ensure no tickets are missed or misprioritized

• Maintain consistent SLA monitoring

Allowing any user with access to modify shared views undermines these goals.

Thank you for your attention and support. We’d appreciate any updates as this functionality is reviewed by the product team.

Best regards,
Ram