Reorder option for field options

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25 Comments

  • Official comment
    Kiran Max Weber
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    👋🏻

    My team has started to roll out a new Ticket Fields admin page which includes many improvements, including the ability to undo alphabetical order sorting and reorder field values using drag-and-drop.

    Check out No. 5 under Creating and editing ticket fields: https://support.zendesk.com/hc/en-us/articles/360000657087.

    🎉

  • Denielle Barcelona
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    I agree. We have a customer-facing custom field and would like to dictate the order of the values. Sorting them alphabetically doesn't quite make sense for this field. Also, if we need to add a value the only options we have is to have it at the bottom of the list, or to have the entire list re-sorted alphabetically. Being able to manually re-order the values would be a great help.

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  • Graham Robson
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    There is a workaround method you can use. Append numbers 01, 02, 03, 04 to the front of the values  (if you have more than 10 values) to denote the order you want your fields to appear. Save using the alphabetic option. Having got your list in the order you want, remove the appended numbers and save without the alphabetic sort.

    Graham

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  • Tal Admon
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    Thanks for the tip Graham,

    I'll add - make sure to not change the tags of the options while doing so...

    Hey Zendesk people - any updated regarding this feature?

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  • Terry Knox
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    Huge +1 from us. We've been using the workaround that Graham suggests, but it's a huge pain for the custom fields with lots of possible choices. Would really like to see this functionality added. 

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  • Cindy Weinstock
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    Graham, thanks for the tip!

    Zendesk, will this feature be available any time soon?

    It would be a huge help for us.

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  • Lewis
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    Really need this one!

    Graham's workaround gets us by, but with our growing list of categories (90 so far) it's not a quick process.

    Would have thought this would be a quick win for Zendesk as there are reordering capabilities elsewhere in the product.

    Some feedback from Zendesk would be appreciated.

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  • Jake Holman
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    Hey everyone,

    We hear you. This is something that comes up a fair amount and makes a lot of sense.

    There's no immediate (3ish months) plan in place to accomplish re-ordering field options. One small token of condolence I can offer is that in new Zendesk, you can start typing the option you're looking for rather than clicking to find it.

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  • Sean O'Hara
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    Definitely want this!

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  • Aaron Miller
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    +1  This would be extremely hepful.

    Thanks for the tip, Graham!

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  • John Paul Resurreccion
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    Graham's suggestion works but its not really a process that we can use often as out fields have hundred of values and doing that every time is very time consuming so this feature is a must have especially when you have a big or growing business

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  • Doyle Kim
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    We also need this functionality.

    1
  • James Perez
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    We also have hundreds of fields for one drop down in particular and are consistently adding more.  We would like this feature.

    @Jake - The auto-complete typing feature is great in the agent interface.  It would be even better if it could be enabled on the help center.  Our need to reorder the field values is a result of the end-users have to use the scroll bar to find the value they need.  If they are not in the expected order, this becomes really cumbersome.

     

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  • Ian Bigg
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    +1 from me!

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  • Olivier Scialom
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    +1.

    Any update on this Zendesk?

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  • Mario Valdes
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    +1

    We really need this feature. We have custom fields with a lot of options.

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  • Mindaugas Verkys
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    +1

     

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  • Andrew Schreiner
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    I found a somewhat reliable way to do this right now.

     

    If you use Chrome and open Chrome's developer tools (F12) and click on an option you will see that they are in fieldsets

    Chrome dev tools allows you to move the fieldsets up and down if you drag them. 

    Simply doing this isn't enough though. If you save it just after moving them they don't appear to stick. What does work is that if you move them then add a new option at the bottom and just remove it, I think their code rewrites the order of the field sets and it should save with your updated order.

    Kind of a crazy workaround but it does appear to work.

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  • Sean Cuevas
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    Just tested this and can confirm that it works! Thanks for the tip Andrew!

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  • Sylvain
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    Thank you very much Andrew for this workaround!!

    I just tested it and it works perfectly for me. Not even need to add a new option and remove it afterward.

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  • Maria Bujold
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    Hi Andrew,  I can't seem to find the field sets within the dev tools.  Do you have further instructions on how to do this??  Screenshots would be helpful ;)

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  • Terence Kennedy
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    How is this request 5 years old!?

    It seems silly that given all of Zendesk's "time saving" features, re-ordering a custom field can only be achieved in-tool by removing and re-adding your fields in the order in which you want them.

    So for those of us who have 100+ values in a multi-tier drop-down but want to add something in place #2, we have to:

    • do it during off-hours, so that agents don't go to select a value that doesn't exist any more
    • take screenshots of all the values that are currently in there, the respective tags and order
    • remove 99 values
    • add in our new value
    • re-add in the other 99, in the same order, with the same tags, ensuring no spelling or other errors are made (since they have to be typed manually)
    • save

    Seems like a lot of unnecessary wasted time.

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  • Nicole - Community Manager
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    Thanks for the feedback, Terence. That's a helpful explanation. 

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  • Nicole - Community Manager
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    Hi all - 

    Just got word from the Product Manager for this area today. The ability to customize/reorder form fields is definitely on the radar. They're working out the plan for how to make it possible. However, it's not just a simple change to the admin interface - things will need to be developed and in some areas taken apart and rebuilt in multiple areas of Support and Guide to get it all to work, so it's going to take some time. 

    I'll be updating the thread linked below, and will check back in with another update toward the end of Q1, unless something changes that enables the project to move along more quickly before then. In the meantime, you're welcome to continue voting and sharing use-cases there. In order to focus the conversation and limit the number of threads that require updates, I'm going to close this one for further comments.  Thanks as always for your feedback and participation! 

    Here's the thread to follow, vote, and comment in: Reorder ticket form fields

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  • Nicole - Community Manager
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    Hi all - 

    Just got word from the Product Manager for this area today. The ability to customize/reorder form fields is definitely on the radar. They're working out the plan for how to make it possible. However, it's not just a simple change to the admin interface - things will need to be developed and in some areas taken apart and rebuilt in multiple areas of Support and Guide to get it all to work, so it's going to take some time. 

    I'll be updating the thread linked below, and will check back in with another update toward the end of Q1, unless something changes that enables the project to move along more quickly before then. In the meantime, you're welcome to continue voting and sharing use-cases there. In order to focus the conversation and limit the number of threads that require updates, I'm going to close this one for further comments.  Thanks as always for your feedback and participation! 

    Here's the thread to follow, vote, and comment in: Reorder ticket form fields

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