How can I add progress labels to views?

Question

Can custom views allow for the agent to add a specific label in the journey of the request? For example, the labels could be in-progress, need information, or needs approval. Then, the agent can order the view by those labels, as needed.

Answer

You can create a custom field with the progress journey values you want and then include the field in your views.

To create this workflow

1. Create a dropdown custom field. Under Permissions, select Agent only because the field should only be edited by an agent.
2. Add the different values of the progress journey as Field values.
3. If you have multiple ticket forms, add the field to the forms you want your agents to work on.
   At this point, your agents can select a value for the newly created field in their own ticket.
4. In an existing or a new view, under Formatting options > Columns, add the custom field.

The progress journey field will show in the view as a column and your agents can sort the tickets according to the field values.