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Show tags in ticket lists

Related products:Freshdesk
  • November 16, 2012
  • 22 replies
  • 34 views
D
Apprentice
We've started to use tags to keep track of the ticket we receive, mainly to be able to have filters to find tickets at different stages in our workflow. Our tickets are rarely resolved quickly so the SLA is not really useful and it would be more useful for us to be able to see applied tags in the ticket list.

Also having the tags shown more prominently when viewing a ticket; it's a bit annoying having to click through to the tags tab just to figure out if the ticket i'm currently looking at is the one i'm looking for.

22 replies

M
Apprentice
  • mmurphy
  • Apprentice
  • November 19, 2012
This would be helpful for us as well.  We are using Dispatch'r to tag incoming tickets based on keywords in the subject or description.  Having them highlighted on the ticket list would help us match a ticket to a given feature.
M
Apprentice
  • mmurphy
  • Apprentice
  • November 19, 2012
If it's easier, showing the group name in the ticket list would also be helpful.
C
Contributor
  • courtney.loo
  • Contributor
  • December 13, 2012
+1 for this idea.

I need the ticket dashboard to look more like Desk where the tags are embedded into the subject line.  This puts all relevant information at a glance.

A
Contributor
Absolutely needed
V
Contributor
  • vijay.shankar
  • Contributor
  • December 19, 2012
Hi Guys

We will try to address this TAGs part in the Tickets list view, but I am pretty sure, it will take some time from our end. We don't want to clutter the TICKETS LIST view with too much info, which could move the Focus of the Agent from the Ticket or other filters.

Although not ruled out, but let me pass this on to Dev Team and we can take it up

regards
Vijay
A
Contributor

What can you think about this?

A
Contributor

Why not? All other helpdesk do this. Why not Freshdesk? Please!

T
Contributor
  • tony_11786
  • Contributor
  • June 20, 2014

Disappointed to find this is not an option

Would go further an suggest that we can colour the tags also when displayed - make scanning through tickets a much easier affair.

A
Contributor
Freshdesk please can you write a review more recent than two years?
A
Contributor

"We don't want to clutter the TICKETS LIST view with too much info" Helpscout do this, Desk.com do this. Their ticket list is ver very clear and puts all relevant information at a glance.

B
Contributor
  • bqgames.bn
  • Contributor
  • December 16, 2014
I would like to strongly request this feature too.
Having a settings to enable/disable this feature will solve the problem of clutter, for those who wouldn't utilize this.

People like me who wants this should be able to handle the clutter, as long as we can see the information.

J
Contributor
  • josh.thayer
  • Contributor
  • December 16, 2014

A great feature request, so long as we can control if it's on or not. Not everyone will want this, because not everyone uses the tags in the same manner.

E
Contributor
  • elise
  • Contributor
  • March 3, 2016

Let us decide whether to clutter up our ticket view or not..... for those of us who critically need it, it's worth the sacrifice in UX. 


Setting up some kind of toggle for tags to be shown on ticket lists or not would be perfect. Tossing a big pretty please on top of the 13 people asking for it. :-)

F
Community Debut

It's a bit hard to believe that people have been asking for this feature for 4 years and it's still not there...?


What happened after "Although not ruled out, but let me pass this on to Dev Team and we can take it up" ?


J
Community Debut
  • jouni.hyotyla
  • Community Debut
  • November 21, 2016

Would also be a very important for us. When assigning to DEV team, the customer support team doesn't know who is the correct person to handle, but now every DEV team member has to go inside the ticket and see if it belongs to them or not, instead of seeing the tags on the list about which product is it.


S
Community Debut
  • simon.mayr
  • Community Debut
  • March 3, 2017
Any update on this? I know you can create different filters to only show tickets with the tags or products that you need, but it would be way easier to have that shown in the complete ticket list.

 

M
Apprentice
  • mk
  • Apprentice
  • March 3, 2017

+1 

for this as this would help with visibility. Now our agents have to tag a message and if they want to quickly see what tickets are associated with a tag switch to a saved view for the relevant tag

A
Community Debut
  • alextorres
  • Community Debut
  • March 3, 2017

+1 - Really need to have useful information shown within ticket views if Freshdesk has no plans to extend ticket views/filtering in it's product.

I
Community Debut
  • isaac_15598
  • Community Debut
  • April 29, 2017
Yes. This lack of changing the list view is why I am hesitant recommending Freshdesk to replace our current hd system.
K
Apprentice
  • kr.aamodt
  • Apprentice
  • May 30, 2017

+1


Very convenient to quickly see the tags for all the cases. 

A
Community Debut
  • ade.allen
  • Community Debut
  • December 8, 2017

+1


We'd really like to be able to show tags on the ticket list.

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


You'd now be able to quickly identify tickets based on the tags right from the ticket list view. This feature has been implemented on the new MINT interface. Here's a snapshot of how it would look like in the Card view ( There's also a table view where you can customise the fields that you'd like to see ) :




For more information on the MINT interface, please have a look at this article.


Cheers!

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