I think it would be great if the “Sort by” function in the ticket view gets improved. There are two things I don’t like about it.
First, Sorting feature is very limited. We have all these great metrics in tickets, but we are unable sort the ticket views on this, Why? Things like company, agent, Note, product. Or even better, all the custom ticket fields that you can create. It would be so nice if we can sort on this.
Second thing I think is strange, but not really a super big issue, the sorting on status feature. You can create different statuses in the Admin → ticket fields menu. Also you can rearrange these statuses the way you want them to be listed when you choose a status for a ticket. But when you sort a ticket view on status, it does not sort in the way you rearranged the statuses. It sorts in the way the statuses are created. Bit strange I think.
I asked the support it this is correct or if it a malfunctioning of the system, but it seems to be correct.
I think the sort function is an important thing for support departments to make the ticket mess a bit more clear. So I think it can be improved in Freshdesk.
