Hi all,
We recently started using skill based automated ticket assignment for one of our support teams. This feature has added a new ticket field in the ticket properties section called “Skill”, which only appears if a Group associated with automated ticket assignment is selected.
Our support team managers prefer that agents don’t need to scroll through a bunch of ticket fields in the properties when handling tickets so that they can instead focus on answering questions and resolving tickets as efficiently as possible. Because of this, we are using an app in Freshdesk called Hide Fields which hides many unnecessary ticket fields from the ticket properties. The fields are still preserved for reporting but agents don’t need to scroll past all of them or fill them all out when resolving their tickets.
Unfortunately, this new “Skill” field is not available to hide in the Hide Fields app. It is also not visible in the Ticket Fields page in Admin, so I’m unable to order it at the bottom of the ticket properties and out of the agents’ way.
This causes a great annoyance, as the fields have all been shifted down due to the new “Skill” field being where it is and the agent’s muscle memory causes them to click it by accident or taking extra time to find the field they were actually looking to edit. It is also another field to have to scroll through, which our managers want to avoid.
Please consider allowing the “Skill” field to be hidden through the app or its position to be edited in the ticket properties so that it is out of the agent’s way.
