Dear Zoho Desk Support,

We are writing to request an enhancement to the agent view management feature within Zoho Desk. Currently, the platform lacks granular control over agent views, limiting an administrator’s ability to streamline workflows and ensure data consistency.

To improve agent productivity, data consistency, and security, we request the implementation of granular control over agent views within Zoho Desk.

Problem: Currently, Zoho Desk lacks the ability to define and enforce specific views for different agents or departments, leading to inconsistencies in agent workflows and potential data exposure.

Our Goal:

• Enforce a single, pre-defined view for agents in each department.
• Restrict agents from creating new views or accessing existing views other than the default one.
• Customize the default view's settings (displayed fields, sorting criteria).

Zoho Desk Limitations:

• Currently, Zoho Desk doesn't offer granular control over individual agent view access.
• Views are created at the department level, not individual agent level.
• Agents can access and create any view

Proposed Solution: Implement a comprehensive view management system that allows administrators to:

• Create custom views for specific departments or user groups.
• Assign these views to individual agents or groups.
• Restrict agent access to specific views, preventing them from creating, modifying, or accessing other views.
• Set default views for departments or user groups.
• Establish a view hierarchy for better organization and management.

Benefits:

• Increased agent productivity through focused workspaces.
• Enhanced data security by limiting view access.
• Improved administrative control over agent workflows and data consistency.
• Better alignment of agent actions with organizational goals.

By granting administrators greater control over agent views, Zoho Desk can significantly enhance its usability and effectiveness for organizations with diverse support teams and complex workflows.

To sun it all up - We are looking for a way to control what agents see and to make sure they see the tickets in the way we intended them to see.

Regards,