We have a number of custom ticket views, both personal, and team wide. It would be nice if there was a way to re-order them, so that there was a more logical order to them other than "The order in which they were created"
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Reorder ticket views
This was a request a year ago. Is this something that can be implemented? Add a sort feature to it?
The Filter Views are what gives Freshdesk it's power. It is ridiculous that the views cannot be sorted.
Every time a new view is created, I have to delete all of them and recreate them in the correct order.
Then I have to rewrite my API code to account for the new views!
This should be a really simple fix. Even alphabetical order would offer more control.
We are in the process of putting in a search in the Ticket List view, and I think that will address the common case scenario of finding the right view from a large list of views.
It should be completed in the next few weeks, I will update this forum when we release the feature.
Thanks,
Sudha
Hi Sudha,
No, this does not address the common case scenario. The issue is not "finding the right view", the issue is presenting the views in some logical order for the purpose of creating a workflow.
For example my current views should look something like this
Sales - Lead
Sales - Consideration
Sales - Negotiation
Sales - Orders
Support - Order Tracking
Support - Deliveries
Support - Troubleshooting
Support - Warranty
Support - Returns
ie they are presented in the order that a ticket might flow, in this case from initial contact to order to support to delivery to return.
Instead they appear in the order they were created:
Sales - Lead
Support - Troubleshooting
Sales - Orders
Support - Order Tracking
Support - Returns
Sales - Negotiation
Support - Warranty
Sales - Consideration
Support - Deliveries
This does not indicate any logical flow of our business processes.
While the search function might be useful, it does not implicitly solve this request which is to out the ticket views "in order".
Hi Matthew,
Thanks for explaining your use case in detail, definitely makes sense to me.
I will put this request in our backlog, but I can't commit to a timeline for implementation yet.
Thanks,
Sudha
I agree with Mathew - a search function won't cut it. Our company has over 80 different views and as you can imagine, it's a huge mess. Easiest solution would be to sort it alphabetically or any other logical method so that agents can instinctively find the view
Hi Sudha,
I just want to add that I was very surprised when onboarding freshdesk that this feature was not already present.
The power of Freshdesk is the ability to create filters and views. Without this feature Freshdesk is just email.
I believe this feature should be a much higher priority. I'm quite amazed at the complex yet mundane features that have been addressed first. This "search" function would be much more difficult to implement than simply reordering views. I would think that all that would be required is to create an integer field alongside each view and sort by value.
Too stress how vital this feature would be to our organisation, I have thus far resorted to recreating all my views whenever I add a new one to achieve the correct sort order. I then have to update my API scripts to refer to these new views. It's very time consuming and tedious, yet I do it because it is absolutely necessary.
I am happy that you understand my use case. I hope you can escalate this feature request to be a greater priority.
Hello all,
We are looking at changing the order of views to be alphabetical instead of by creation time.
Will keep you posted on when we think we can release that fix.
Thanks,
Sudha
Alphabetical ordering would help but a custom ordering capability would be the best case scenario so we can order them in a fashion based on how often we use them or what we want to direct our agents to first.
Hello all,
Just wanted to send out an update regarding alphabetical ordering of views - we have put it on our backlog and understand that the current ordering is limiting some of you. However, we feel that we should allow greater flexibility for users to be able to re-order the views and we have added that item to our backlog. We will post back to this thread when we have a timeline for implementation.
Thanks again for your feedback!
Sudha
+1The "Reorder" functionality that you folks have to "Solutions" would be fantastic for the ticket views!.
Any updates to this? This is really important to us. I would expect that this is pretty basic request. A simple alphabetical ordering is sufficient really. We are on the forest plan and it is puzzling why this basic thing takes 2 years!
This seems like a basic function for a ticket system.
Would be nice to have a better way to create views/reorder views as an admin.
I'm surprised that this facility isn't in place. I've just spent an hour tidying up all the random views in the hope there would be an option to order them alphabetically or even sort them myself so its disappointing this is still not available given it was first suggested 3 years ago.
I agree. This is frustrating for teams that have more than 10 views. Custom Sorting is critical. What is the status of this? It was requested 3 years ago...
They're too busy making the report section less useful. They'll get around to it once they strip some other functionality out.
We would also really like this feature, very dissapointed to see how long this has been requested for. Come on freshdesk! we want this.
This would be a really handy feature.
I currently have a list of about 25 different saved filters.
Due to the order of creation they are in a very random order.
If it was possible to change the order, I could group the saved filters in to more logical flow for my team.
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