Requester Ticket View Improvements

We definitely need this. Ideally, we’d be able to create and customize ticket views for requestors the same way we can for agents. Better yet - make it so ticket views can be created in the agent ticket list and create a publishing option there to publish the view to the requestor portal. With this, it would also be useful to be able to select a default ticket view for requestors when they go into the ticket screen in the portal.

I hadn’t considered those option but ARourke has some really useful ideas.  

We are supporting this idea.  Our end users are finding it ever more difficult to filter tickets as the numbers grow.   To make matters worse, they can only export the last 6 months’ worth of tickets and with limited fields.   

I have attempted to address this by creating scheduled reports that include all the details required, but this is not dynamic and cannot be generated on demand.  

Our previous, 20 year-old ticketing system was better from this perspective.  

I also support this. I personally like as an admin being able to control what agents and users see so I like some of the ideas ​@ARourke has with being able to make a view and publish it.

This would be incredible. We have several high-ticket departments, and they’ve specifically asked for more filter options like this.

Agreed, having the ability to even search on particular form fields would be beneficial. For example, if we have customer’s asking for Shared Mailbox access within M365. We would like our customers to be able to search on the name of the Shared Mailbox. As we have admins that often log tickets on behalf of entire regions and need the ability to search on these fields so they can find the specific form instead of having to open and close multiple tickets in the portal to find the one they are looking for.