Reorder ticket form fields

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102 Comments

  • Mathias Claveau
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    +1, definitely required, in many cases it makes no sense to have the Subject and Description fields in first. Please add this feature.

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  • Candace Alexandres
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    + 1 for this - we should absolutely have the ability to fully customize the order of our fields in each form, including system fields. 

    I notice that Zendesk has manually coded their forms to show the Subject and Description fields at the bottom of their support ticket forms so it's clear that Zendesk knows that this is a need. 

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  • Marcelo
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    +1, I'm amazed this is not an option in Zendesk yet...

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  • Ashish Sharma
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    This is what I really dislike about this whole process. You can upvote as much as you want, and either you get a generic response that provides you no real information, or no-one from Zendesk ever responds. This is such a useful thing to have, and as many have expressed, its amazing that Zendesk doesnt have it, even after this was requested 4 years ago!

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  • Angie Ramaroson
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    This would be very useful for us as well, for theuser experience.

    Custom fields are clearer to the user than some of the system fields

     

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  • Chris Gunton
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    Adding my vote. The JQuery workaround isn't really that great as it can cause the page to jump around a bit when loading.

    This should be standard stuff.

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  • Gasper Jubani
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    Adding my 2 cents. All system fields need to be editable to us. If the current field arrangement works for Zendesk doesn't mean it works for us. If you are forcing us to use your standards then don't charge for the product.

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  • Stephen Belleau
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    Well said, Gasper. There are many features we've encountered that are forced without the option to disable or customize. Might work for Zendesk's operations but not all businesses are the same. We are hoping they can focus on making their platform more flexible and scaleable and enterprise-ready.

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  • Freddie Bruce
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    +1 from me as well. This feature should be a no-brainer and it's remarkable it's not available for such an expensive product. Hacky workarounds really don't cut the mustard, but sadly they seem to be Zendesk's answer for all missing features...

     

    Keep bumping this thread!

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  • Nicole - Community Manager
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    Hey all - 

    Thanks for the feedback. Per Ashish's comment, we recognize that there hasn't been awesome communication around product feedback and developments, and want you to know that we're actively taking steps to improve this process. 

    Regarding workarounds, we offer those up as some solution is better than nothing. The intention is not to leave everything in workaround-land, but where one exists we share it to try to help solve your problem or at least alleviate part of the pain point. 

    I'll be reaching out to our product team next week for updates on several items, and will follow up to let you know where things stand with this particular issue. Thanks for your participation and patience! 

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  • Marty Whitby
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    +1

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  • Marty Whitby
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    https://support.zendesk.com/hc/en-us/community/posts/210757837/comments/115005686888 

    Nicole - Do you have any updates to share with us after your product team meeting in September?

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  • Chris Gunton
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    We are also eagerly awaiting an update!

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  • Amy Wilkins
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    I can't believe that after 4 years there still hasn't been any movement on this! We need to be able to fully customise the order of all fields in all ticket forms, including system 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 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. Thanks as always for your feedback and participation! 

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  • Chris Gunton
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    Thanks for the update Nicole,

    It's great to hear that it is on the roadmap, but I'm sure everyone will be feeling frustrated that something so fundamental is quite far down the list.

    In the last week we have had large updates to Guide and Chat, which are nice but probably don't have much impact for most customers. Whereas the ordering of these fields has been requested for several years now.

    Fingers crossed it happens sooner rather than later.

    Thanks you again Nicole.

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  • Tom Miyahira
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    I'm not sure why it's taken this long for this type of product update surface on management's radar but do they have any ideas as to what type of updates are going to be expected on this front?

    For example, are they only planning to make the system fields reorderable or will they also consider making a ticket form fully customizable, enabling us to add/remove fields as necessary (this includes system fields)?

    With my customer base rapidly expanding, I'm running into issues where I have duplicate fields on one form because I do not have the ability to disable/edit the system field.

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  • Nicole - Community Manager
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    Hey Chris and Tom, 

    We don't have those details yet. The team is looking into what adding flexibility to the form fields will involve, which includes things such as what areas of each of the related products will potentially be impacted, what the most common use-cases are and most sensible solution is, etc.

    I'll provide updates as we receive them, but there aren't any additional details available right now. Thank you for your comments. 

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  • Eric Chon
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    +1 for this.

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  • Nicole - Community Manager
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    Hey Eric - If you haven't already, please be sure to use the voting buttons on the original post to vote as well. 

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  • Eric Chon
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    Thanks. I did.

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  • Rudolph
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    Definitely looking forward to seeing this change!

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  • Nicole - Community Manager
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    Rudolph, No promises that it'll get built yet, but we'll keep you posted!

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  • Rudolph
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    I like to just assume the best :)

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  • Eric Chon
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    Looks like he deleted his post :)

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  • Ashish Sharma
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    I agree with Andrew Lippert. Five years, 109 upvotes, and 85 comments later (excluding the last gif), and all we have is a "No promises that it'll get built yet, but we'll keep you posted!" comment that has the same value as it would have if the update were provided when this thread was first created. The forums here dont work as we rarely get any useful updates, and the features that are developed rarely make it through in a timely fashion. This thread may as well be closed off, along with the hundreds of others in a similar position that are dying a slow and needless death, which makes me question why Zendesk have forums at all. What Zendesk need is an SLA to review requests (ie within 3 business days of being posted), provide an initial response back to each thread (eg within 10 business days of being posted), an SLA for regular updates (eg once every 4-6 weeks), and an SLA on the decision making process (ie, is the feature on the product roadmap or not - eg within 3 months of being posted), and what the delivery ETA is. That would definitely increase my confidence in the forums and encourage me to post ideas.

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  • Nicole - Community Manager
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    Hey Ashish - 

    Thanks for your feedback. We have actually implemented several processes similar to what you suggested in your post: 

    What Zendesk need is an SLA to review requests (ie within 3 business days of being posted), provide an initial response back to each thread (eg within 10 business days of being posted),

    I actually review all of them every week day in the U.S., and respond where I can - i.e. when we know something is or isn't going to be built, I'll respond right away. With around 200 new posts weekly in Product Feedback alone, it's unrealistic for us to respond to every single new request with an answer. I usually try to thank people for their feedback or ask follow-up questions with the new ones. 

    Once they've reached a significant number of votes or comments, I'll take the threads to Product Feedback for consideration and a response about whether or not it's something they're looking at/planning on/would be interested to learn more about. Then I'll bring that news back, or, sometimes, the PM will decide to respond themselves. 

    SLA for regular updates (eg once every 4-6 weeks), and an SLA on the decision making process (ie, is the feature on the product roadmap or not - eg within 3 months of being posted),

    We've asked for a minimum of quarterly updates. Products don't get built quite that fast, and there would often not be any new news in a 4-week time frame. The decision making process also doesn't change quite that frequently, and our decisions are based more on how many users need something, not how long it's been since the first request. So we do have a threshold for when we update a thread, it's just more participation based and less time based. 

    ...and what the delivery ETA is.

    We are no longer sharing specific ETAs. We'll share general timeframes where we can, with the caveat that it can always change and is not a guarantee. 

    We're also working to improve the culture of the Zendesk Community. To that end, we've written and shared new Community Guidelines, as well as guidelines for what makes a good feedback post. We will remove any post that is harassing, abusive, mean or that does not contribute to the conversation. While constructive criticism is welcome, disparaging remarks about the company, it's employees, our partners, or other users will be removed. 

    To give you a little history, when the forums were started, no one person managed them. The company was small, and most of the product managers and sometimes even our CEO jumped in to respond. As you can imagine, as we've grown, this process didn't scale. But it took a little while to realize that. 

    For the last several years, everything except for the product feedback topic was managed by one of our Community Managers. Product Feedback was left to the product teams, and some of our product managers have been awesome about updates, others had too much on their plate or not enough guidance in how to manage a community forum. In many cases when one PM left, their replacement didn't necessarily carry the torch of responding to Community threads. 

    This led to a lot of miscommunication or lack of communication. There was an idea for a long time that we should never delete or close anything. So you have threads that have gone on and on without any updates for a long time.

    I joined the team a year ago and jumped in to Product Feedback in August. I've been working with the Product Teams as well as our Voice of the Customer program on how we can improve things to make this a better experience for our customers and an easier thing for our Product teams to participate in. Hence the processes outlined above, in addition to several others. 

    We do, however, have thousands of threads to sort through. We'll be archiving the ones that haven't gotten any traction or been active in over a year. We'll also be working on merging conversations where there are duplicate threads, and updating the long-standing ones.  When we can, we'll also close threads if we can either say for certain that we aren't going to do something, or because we've rolled out the thing you've requested. 

     

    I know it's been frustrating. I'm sorry about that. But we're trying to make it better.

    And as for this request, the product team is looking into it. I can't say yet what they'll decide, but it's still open because it's something they're actively considering. I don't know when they'll make a decision, but I promise to keep you all posted along the way. 

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  • Freddie Bruce
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    Thanks Nicole for the detailed explanation and I admire your efforts. However, the fact remains that quite basic functionality, such as this request, shouldn't take years to implement. I expect there is a long list of features to implement, and generally the high-value features get chosen, so you can blog about how awesome Zendesk is to potential customers. It seems few companies spend time consolidating their software or accommodating existing customers' requests, and Zendesk is no exception. The only solutions offered are improvised, hacky workarounds which our developers would rather not use.

    All in all, the carrot and stick approach leaves everyone pretty miffed, any day of the week. If votes and comments are needed to make this happen, then let's get on with it!

    We demand the ability to reorder ticket form fields!

     

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  • Jon Thorne
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    It's good to hear about the efforts being made - thanks Nicole. Overall I've got to agree with Ashish, though, that the forums feel like a waste of time. It's a default place to be sent when the answer is 'no' from support so that they don't have to deal with the problem itself: "that's a great idea, raise it in the forums" (and then I can get on with questions I can answer). I've posted in the forum too many times with no effect whatsoever in almost any case...so now my default response is that I don't see the point. Sorry for the blunt feedback, but I imagine that's how many others feel, too.

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