Hello Freshworks Community,
We've been looking for a better way to manage complex ticket forms, especially when dealing with multiple custom fields and sections.
We came up with the idea of SR Blinds (Section/Region Blinds) to simplify the visual organization for agents and end-users.
What is the SR Blinds Concept?
The idea is to allow Admins to group a set of related ticket fields or entire sections together and present them in a way that is easily collapsible like a window blind that can be raised or lowered.
Why is this helpful?
-
Cleaner Forms: For tickets with 20+ fields (like onboarding or hardware requests), agents only see the most relevant fields immediately.
-
Less Scrolling: Agents can quickly collapse sections they don't need (e.g., 'Historical Notes' or 'Shipping Details') to focus on the immediate issue.
-
Better UX: It makes the Service Portal less intimidating for end-users, hiding advanced options until they click to "pull the blind."