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)
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.
2 people like this
2 months ago
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.
2 months ago
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 :)
12 days ago
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.
8 days ago
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?