How many views is too many

Views are cheap to create and expensive to maintain. A rule of thumb for how many a team can actually work with.

Views are cheap to create and expensive to maintain. A rule of thumb for how many a team can actually work with.

The practical limit is attention, not the system

Zendesk caps how many views can be active, and most accounts never come close. The real limit arrives much earlier: an agent scanning fifteen names to find where to start has stopped triaging and begun browsing.

Somewhere between five and eight views per agent is where most teams settle. Not a rule, but if you are well beyond it, it is worth asking why.

Signs you have too many

• Agents use two or three and ignore the rest.
• Nobody can say what the difference is between two of them.
• Views exist for situations that stopped occurring a year ago.
• The same ticket appears in six views, so counts mean nothing.

What to do instead of adding another

• Add a column rather than a view, when the difference is something you want to see rather than filter by.
• Sort differently. Oldest first often replaces a separate view of old tickets.
• Use search for the one-off question. Not everything needs to be saved.

Pruning

Deactivate rather than delete, and wait a month. If nobody notices, delete. If someone does, you have learnt who was using it and why, which you did not know before.

See also

• The view limit and what happens when you pass it
• Ordering views and sharing them with groups