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Just had an exercise in futility with support.

 

We have a field in our helpdesk called “Start Date” which is the date when a request is to take effect. It’s different from date created and date modified. Previously, we were able to click on Start Date in table view, and the tickets would all get sorted by that field.

Today, that stopped working for some reason. Dates are out of order, which is making it difficult for us to see which requests need to be handled given there are multiple pages of requests.

Support simply says this is not a feature (despite this working before). I told them this is a bug that needs to be fixed, and they simply repeated that it’s not a feature. Hopefully by posting on here this bug can be fixed, lest we have to start looking for a different help desk package which can handle this and fix bugs.

Hi.

It might not be a feature, but being able to sort by different columns in the ticket list should be possible.

Did you check the Release Notes for any recent changes?

Not sure that we could actually sort by any fields in the ticket list.

 

But, going with your thought, I’d suggest two things (both or either):

  1. Submit it in the Ideas Portal (Freshworks Ideas | Freshworks Community) in order FW indeed deliver this as a feature.
  2. Post it in the Developers Forum (Freshworks Developer Community) instead of here the Community forum, so the actual developers may take a look and, hopefully, add/fix this.

 

Regards,

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