Sort by agent name on ticket view

If you click on Created Date you’ll find the list of available values to sort by.
This does not seem to include Agent Name:

 

If you click on Created Date you’ll find the list of available values to sort by.
This does not seem to include Agent Name:

 

 

I already saw that, hence my query here if this request has already been submitted as an Idea or if there is a workaround. 

If you click on Created Date you’ll find the list of available values to sort by.
This does not seem to include Agent Name:

 

 

I already saw that, hence my query here if this request has already been submitted as an Idea or if there is a workaround. 

Understood. But that’s not really what you asked ;-)

I think that the reason we cannot Sort by Agent name is because it comes after the Agent Group and isn’t in its own column … maybe?  I get that we can filter to only see certain agents so I’m not really sure why we cannot sort by agent name.

It is really strange.

I tried thinking outside the box and use tags and put the agent name there, but that not work.

I also tried putting the agent name in a custom ticket field via workflow, but that custom field cannot be used for sorting either, which is really not logical, why put a restricition on that?

So in other words, that was not a a functioning work around. It is a way though to separate the Agent Name from the Assigned to-value which groups/combines it with the Agent Group, but since it does not allow sorting it does not solve Apssawhney’s issue...

This is also strange 😂

My reply being posted -1 years ago:
 

Thank you so much everyone for all the help and the thinking outside the box. How do I submit this to the Freshservice support to add as a future enhancement. I am a bit new to community so require a bit hand holding. 

There are 3 ways that I know of:

1. Talk to your CSM and get them to promote this with the product team
2. Contact Fresh support via chat or email and ask them to register this as a feature request.
3. Go to the ideas-part of this forum and whip up some votes for your request

Doing them all may give you better results.

I found this in the ideas forum, and it’s listed as being worked on/being implemented. This will hopefully solve your needs, either by being able to sort on the Assigned to column directly, or by way of creating a custom field and populating it via workflow.

Being able to sort on all columns in Tickets table view | Freshworks Community

Hi.

Just double checking on this: How is the field created?

All of my custom fields are available to be sorted by.

Ideally, agent should be there, but that workaround you thought about should indeed work.

Best,

Tried it in our Sandbox:

Admin → Field Manager → Ticket fields.

I added a “Single Line Text Field”.

And finally I created a workflow that populates the field with the Agent Name placeholder when Agent changes from Any to Any.