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Update on the 'Assign To' field

Related products: Freshdesk

Folks,


Based on the feedback we've received so far, we've split the 'Assign To' field into two separate fields 'Group' and 'Agent' to ensure better visibility. This change is live across all pages except for the card view (ticket list page).


The idea behind the change was:

1. To ensure that the tickets get assigned to the right agents who belong to the group
2. Better visibility - the group and agents names wouldn't be truncated since they're two different fields now

As always, we'd love to hear your feedback. Please drop a note here or write to us on support(at)freshdesk(dot)com!

Cheers!

Hello Aravind,

My company is a new Freshdesk user.

There are only 4 agents in our system (on Growth plan.

We did not define groups, because all 4 agents are in the same group.

Therefore when we look at the ticket list in table view and we want to see the assigned agent’s name, then we want to hide the group column, because it is empty, thus unnecessary.

Can you advise how to show the Agent column and hide the Group column ?

At the moment I can hide or display only both of them.

Thank you.

Gabor

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