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.
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
- Create a dropdown custom field. Under Permissions, select Agent only because the field should only be edited by an agent.
- Add the different values of the progress journey as Field values.
- 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.
- 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.