I would like to be able to sort on a custom field "sortorder" which I've added to my tickets. This helps me to organize my tickets and prioritize between tickets who have the same priority value (e.g. high)
Closed for Voting
sort by custom ticketfield
This missing feature is the reason I am not able to implement Freshdesk with our development team. The development manager lost his overview, and he sticks to our old ticket system, where custom field sorting was a basic feature. Sad to see this was suggested so long time ago, and no response
This is really important.
Or at least the possibility to specify a second sort by field.
For example i want to sort by priority and then by create date
+12Hello,
Thanks everyone for your suggestions, please keep them coming! We're working on a few ideas to improve your experience on the ticket list page. Please take a moment to fill this form and help us understand how you use the ticket views better.
Cheers!
Filled out the form, I would speak for me and probably people who liked using Desk.com previously -- the views by Freshdesk don't allow us to see who exactly has been waiting the longest and therefore requires a response most urgently.
The other obvious thing is if you guys have a column under the "Table" view, then you should be able to sort by any column headers e.g. "State", or "Waiting on..." -- how can this type of fundamental sorting not be implemented already?
Agreed. Also I'd like to sort by status, in an order I choose. E.g. Resolved at the top, closed in the middle, then pending, and open at the bottom (or any arbitrary order customized by me)
Any news on this? we need to be able to sort by waiting since. If we can't get it we'll have to switch to a helpdesk product that does
Sorting by column in table view is a must have and I'm surprised it hasn't been implemented. We have tickets created from multiple sources from user's we've never met (and we don't track, by design) so custom views and the auto merger are not applicable to our use case. We need to be able to sort by any column that is visible in the table view. Zendesk can do this.
It's absolute insanity that this isn't a standard option. The fact that all other competitors have this makes me want to take my 60+ agents elsewhere. This is a feature that NEEDS to happen ASAP.
Any update regarding this issue?
Sorting by a custom ticket field is supposed to be a basic option.
We added a new date field to the ticket, and would like to sort by it.
Thanks
It's been 6 years, clearly, they don't understand the importance of something like this. I'm ready to take my 150+ agents to another ticketing system where this is available by default.
+1 We really would need to be able to sort by all available ticket fields and grouping by fields should also be possible. The ticket overview page really needs work:
- Lessen the amount of whitespace in the table or perhaps even allow for a more condensed table view.
- Allow for resizing and reordering (via drag and drop) the columns and store the size/order in cookies
- Allow to order based on any ticket field, especially date fields
- Fix mouseover over dropdown fields to cause an increase of row height with each hover
- In addition to First Response Due and Next Response Due, add a column "Response Due", which unifies the two. It really doesn't make sense to have two columns, one being empty for half of the tickets and only being able to sort by "Resolution Due" (which is something we're not really using).
- Allow to group tickets based on any property
- Remove the 30 tickets per page limit (otherwise, grouping would not make much sense)
- If that's not possible for performance reasons, perhaps grouping them on named pages (like within the reports in analytics) beneath or above the table might be possible
You really should prioritize improving UX of the ticket overview, there's much room for it :)
Agreed. It an absolute basic to be able to sort by column headers and you can't even do this for the mandatory ones. I have just moved to Freshdesk and I am absolutely shocked by the amount of basics that seem to have been given little thought.
Freshdesk Team. What is the monthly cost for if you you make no updates? My request is very simple your reporting tool is deciding to do an alphabetical sort on the Type field, and for me that is called Tech Area, I need it to sort by the highest to lowest on the data field shown below as total Tickets. Why can't we make that happen?
Lets get a call setup to discuss this further.
Judah Sameth - Director of IT
Xsport Fitness
This is a very basic ask from a tool that mimics a “sheets” layout. Columns (default and/or custom) need sorting - I am just amazed that this has not been addressed and implemented yet! The limit of 30 tickets per page is restrictive (also very “dated” layout).
If you are unable to keep up to these change requests, allow custom apps to be installed on the ticket list view page and we will take care of the “view” of it at our end.
So many great UX related suggestions here. Wake up Freshdesk...your competitors are acting fast!
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