Reorder ticket form fields

Completed

102 Comments

  • Chris Gunton
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    I hate to jump on this kind of bandwagon, but I have to agree.

    This is one of the most requested features, and has been for a long time.

    We demand the ability to reorder ticket form fields!

     

    (I'd also like to be able to request title/salutation first name, surname, as not all business are hip enough to address their customers first name only)

    2
  • Nicole - Community Manager
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    Hi all - 

    It turns out that I was out of the loop last Friday when I said that there was "no promise it would get built." We found out this morning that the product team has been working on this more actively than had been communicated to the Community Team. We apologize for the miscommunication on our end. The good news is that the Product Manager has let me know that he has a status update and will be by shortly to fill you all in on the details. Stay tuned! 

     

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  • Kiran Max Weber
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    👋🏻 everyone! I'm Kiran, a 7 year Zendeskian (Strategic Account Manager and Principal Presales Consultant) but only 8 month old Product Manager.

    Jessie, Nicole, and I really appreciate your patience on this item. I know it’s frustrating when you really need something and it doesn’t materialize. I'm sorry that I didn't communicate to the Community Team that my team has been actively working on this.

    Delays in developments happen because something is really complex to implement, or it doesn’t align with our objectives at the moment, or it’s been de-prioritized because something emergent has come up.

    This time, though, it was actually a case of humans being humans. We’ve had a lot of personnel changes on the Product Team - me being one of them! - and in the course of all that, communication on this particular item unfortunately fell through the cracks. We try not to let that happen, but transitioning team members can get complicated. I’m sure you all can relate!

    You’re all correct, though. This was a relatively quick and easy build, so I’m happy to report that I’ve been able to get this item pretty close to finished. Here's a sneak peak:

    The feature is currently in QA. We hope to release this feature - part of a larger Ticket Fields overhaul; exciting! - at the end of the month, but we can’t predict what will happen in QA. I'll be back with another update the closer we get to release.

    Many thanks for everyone's continued patience!

    4
  • Kiran Max Weber
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    👋🏻  everyone! I'm Kiran, a 7 year Zendeskian (Strategic Account Manager and Principal Presales Consultant) but only 8 month old Product Manager.

    Jessie, Nicole, and I really appreciate your patience on this item. I know it’s frustrating when you really need something and it doesn’t materialize. I'm sorry that I didn't communicate to the Community Team that my team has been actively working on this.

    A lot of the time this happens because something is really complex to implement, or it doesn’t align with our objectives at the moment, or it’s been de-prioritized because something emergent has come up.

    This time, though, it was actually a case of humans being humans. We’ve had a lot of personnel changes on the Product Team - me being one of them! - and in the course of all that, communication on this particular item unfortunately fell through the cracks. We try not to let that happen, but transitioning team members can get complicated. I’m sure you all can relate!

    You’re all correct, though. This was a relatively quick and easy build, so I’m happy to report that I’ve been able to get this item pretty close to finished. Here's a sneak peak:

    The feature is currently in QA. We hope to release this feature - part of a larger Ticket Fields overhaul; exciting! - at the end of the month, but we can’t predict what will happen in QA. I'll be back with another update the closer we get to release.

    Many thanks for everyone's continued patience!

    0
  • Mindaugas Verkys
    Comment actions Permalink

    Your sneak peak is for multi-selection of drown-down ticket field, and ticket forms :)) 

    However waiting a Beta release before!

    0
  • Kiran Max Weber
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    @mindaugas

    Sorry my animated GIF was confusing!

    1. The Zendesk products field is shown below system fields on a ticket form
    2. An admin moves the Products field above system fields on the ticket form
    3. The ticket form is refreshed showing the Zendesk products field above system fields

    Glad you're excited for the release!

     

    1
  • Eric Chon
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    Woohoo!

    1
  • Stephen Belleau
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    Kiran for president!! (and Jessie, Nicole and team) :D

    2
  • Rudolph
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    This is fantastic news! Thank you for doing this.

    0
  • Michael Chorazak
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    I have to echo this request. Unfortunately, I spent several hours this week trying to figure out how to reorder my custom and conditional fields above system fields and talking through this with your support team.

    The irony is the Zendesk Submit a Request form does exactly what I'm looking to do.

    If this doesn't get fixed soon, I'm going to have to cancel my Productivity pack for all my agents. 

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  • Chris Gunton
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    Michael, check out the comments above, it's coming very soon :)

    0
  • Nicole - Community Manager
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    Echoing Chris - this is currently in QA and should be rolled out yet this spring.

    1

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