The view formatting option "Group by" does not display my custom fields in order

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4 Comments

  • Cyrus Dorosti

    I am having the same issue. The view is not alphabetic or by order of the ticket field. How do I control the order in which things are grouped by in my view?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Cyrus, welcome to the community! What's the custom field type you're trying to group your view by?
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  • Cyrus Dorosti

    Hey Dave, it is a custom ticket field we call "Duda Account Plan". We want to order the view by this group, but need to control the order, essentially so our highest paying plan types are at the top of our view with the lowest paying plan types at the bottom. I tried to re-order this in ticket field setup, but that does not match what gets displayed in the view. I also tried pre-fix the field names with for example... A. Enterprise, B. Mid Market, C. SMB, but that doesn't work either, it does not show alphabetically. I am not sure how to do this.

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  • Dave Dyson
    Zendesk Community Manager
    Hey Cyrus, thanks -- if this is a drop-down field, then the sorting will be alphabetical by the Tag associated with each drop-down value, not the shown value itself. Note that there are some consequences to changing the tags used by drop-down field values -- see Understanding tags and ticket fields
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