Tickets - Group by Company/Requester/Priority and then do a sort.

Hi Erik

I think you're referring to multiple Sort in the Tickets page ?

Not sure if this is planned, but maybe you can can use the Ticket Filters now, select the Customer from the filter and sort by Priority and save this view.

regards
Vijay

Not exactly more like:

Company A
  Ticket 3 (Urgent)
  Ticket 5 (High)
  Ticket 6 (High)
Company B
 Ticket 10 (High)
 Ticket 4 (Medium)
Company C
 Ticket 1 (High)
 Ticket 2 (High)
 Ticket 8 (High)
 Ticket 9 (Low)

That way agents working on tickets for a particular client for a few minutes can solve cases in order of importance. And they dont have to change the filters every time.

Other examples would be.

Priority (Urgent)
 Ticket 3 - Company A
Priority (High)
 Ticket 5 - Company A
 Ticket 6 - Company A
 Ticket 10 - Company B
 Ticket 1 - Company C
 Ticket 2 - Company C
 Ticket 8 - Company C
 Ticket 9 - Company C
Priority (Medium)
 Ticket 4 - Company B
Priority (Low)
Ticket 9 - Company C

Which is similar to a regular sort but instead of sorting by ticket number when priority is the same you then sort by Company (and finally by number)

This gives a better visibility of tickets especially once you get to more than 50 open tickets and you have > 6 agents working on stuff.

+1 for this as well!!

 

This is exactly what we need!!

Adding a GROUP BY option will allow us to manage our people, products, issues, customers more effectively. 

This is important.

 

This option would be perfect for us and techs who look after certain customers

+1, the ability to sort by company and then priority, or vice versa, would be great

+1 here too.  This would be a very valuable addition.

This would be really helpful? Any update on if/when this might be added?

This is the one thing that I have found so far that is missing for my company's use of the system.  I spoke with Support about this and they have indicated that this item is not being ignored but also not actively developed.  I don't know if it's just not a popular enough request or something that Freshdesk themselves don't find important for their own use.
For those of us who are MSPs (especially), identifying all of the tickets by each company we support is really important.  Filteringby those companies is one thing, but if you have hundreds of clients, only 10 of which might have tickets open at any one time, filtering becomes useful only when focusing on the client and not the open ticket list.

Please vote for the idea of sorting by Company or grouping by company so maybe it can get put in the development pipeline!

 

Im struggling with the ticket view at the moment. We find our support guys are calling a client dealing with an issue, and then calling back to deal with another issue when if grouping was available they could have had a better overview and dealt with multiple things for the same client at the same time. Im considering not taking up the product when the trial finishes because of this but as simple as it sounds this would really make all the difference.

Billy - I get what you are saying.  In our case, filtering by client accomplishes what you are loking for in the product.  It's really in the "group meeting" where we go over all of the tickets of each company at once that it causes us a problem.  Personally, I don't really often "need" to sort by the company name or even group by them, but for our team meetings, it's a definite help.  I don't think this will stop us from picking up the product, but it seems like such a simple thing to do on the surface.
In fact, I setup a trial account with Klipfolio and I was pretty easily able to put together a list that looked like I wanted it to.  Here's the problem with using a tool like that:
1. I don't want to have to pay for another tool to get one feature (even though Klipfolio may show some others)
2. It's not an interactive list.  We often click through to tickets as we go through them as a team, make updates, and often close them as we go through them.  It's not unusual for us to put updates in 10 tickets and close 3 or 4 in this meeting.  So, a non-interactive "report" is not what I'm looking for.
This just seems like it would be a pretty easy report to put together.  With the tables seemingly setup such that the ticket has the customer name on it, the customer has the company ID on it, and the Company ID has the company name associated, it's not really a far cry from pulling together a pretty quick table.
In fact, I'd like to see more admin side configuration/customization in general.  This would be just one simple example.