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Group tickets by attribute

  • May 9, 2023
  • 2 replies
  • 35 views
J
Apprentice
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I’d like a way to group tickets in the ticket view by one of the available attributes. Currently we can sort, but once sorted, there is no grouping. For example:

Current system (Sorted by submission date only)

  • ticket1 Pending 5/8/23
  • ticket2 Open 5/4/23
  • ticket3 Open 5/1/23
  • ticket4 Pending 4/21/23

Proposed system (Sorted by submission date; grouped by status)

  • ticket2 Open 5/4/23
  • ticket3 Open 5/1/23
  • ------------------------------------
  • ticket1 Pending 5/8/23
  • ticket4 Pending 4/21/23

This would make managing tickets far easier and more organized. 

    2 replies

    raja.pavankumar
    Community Manager
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    Hi Jminett,

     

    Would configuring custom ticket views help with this need. As an agent in Freshservice, one can create custom views by filtering by status and saving the views as pending tickets and open tickets. Then sort the ticket lists by submission date ?
     



     

    The views offer the flexibility for you to deploy these custom views to all your agents and the sorting can be done as per the agent’s need. The same views can be added as dashboards
     

     

     

    J
    Apprentice
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    • jminett
    • Author
    • Apprentice
    • May 9, 2023

    Thank you for your reply, raja.pavankumar.
    While this does achieve the goal of separating tickets by an attribute, such as status, it does not provide a way to see all of them at once, while being separated by the attribute. A use case for this is an agent wanting a “personal ticket view” which shows all tickets assigned to them, but the agent does not want to have to sift through them to determine which are currently open and need attention. While the agent could open a different view, doing so prevents them from seeing tickets not in that view, potentially causing those pending tickets to be ignored.

    Another use case would be a weekly meeting for an IT department, where all unresolved tickets are discussed, one agent at a time. Being able to display all open or pending tickets, sorted by request date and grouped by agent, would allow the meeting host to quickly and efficiently show the tickets on screen for others to see during the meeting. 

    This functionality is present in the competing service “Zendesk”, and losing this feature when switching to FreshService is unfortunate.

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