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New Idea

Ticket View - Change Default Columns

Related products:Freshservice
  • August 24, 2025
  • 2 replies
  • 176 views
C
Skilled Expert

We would like to set certain columns as default columns for every agent so that when they first get access they get all the columns that are required for their team to process the tickets effectively e.g. we have escalated as a new field and needs to be visible so that when a ticket is escalated to their team and marked as such that this is made visible to their team automatically so they are aware.

 

We cannot make columns required by default in the ticket and task list view and would have to get each individual agent to set this up and would therefore require people to set it up themselves once they log in, which may not happen.

    2 replies

    kpatterson
    Top Contributor ⭐
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    • kpattersonTop Contributor ⭐
    • Top Contributor ⭐
    • September 2, 2025

    We have wanted this option in the asset section especially as we expand our use of that section.  We can create and share filtered views but each one benefits from specific fields being shown.  We’ve had to communicate to the team “go into XYZ view and set this combination of columns then go to ABC view and use this set”… far from ideal.

      C
      Skilled Expert
      • Cara
      • Author
      • September 2, 2025

      Agreed. It would be nice if we could set what columns are default otherwise you run the risk of new people not being advised of what fields are mandatory to have selected so that they are prioritising tickets correctly. 

       

      At this stage we may have to create a user guide with the expected agent set up but this is far from ideal as people often do not read things and just work them out for themselves but then not actually follow correct process. 

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