Status Sort/Group Order in Views

3 Comments

  • Jera
    Comment actions Permalink

    Hi Ashley,

    You can Group the tickets by status, as well as Order by Status to either Ascending or Descending. However, the Status order are as follows:

    • Ascending - New, Open, Pending, On-Hold, Solved, Closed
    • Descending - Closed, Solved, On-Hold, Pending, Open, New

    Currently, it's not possible to modify the order of the Status as what would you expect. If you view On-Hold tickets more often, I would suggest creating a separate View for On-Hold status only.

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  • Moreland Gibbs
    Comment actions Permalink

    I want to see this also, it seems nonsensical to me for On-Hold tickets to sit below Pending.

    On-hold tickets potentially need agent action, whereas Pending don't as they are waiting on a customer response.

    As the system stands if we use "On Hold" then these tickets invariably end up on a second or third page, so they can easily be overlooked and forgotten.

    In our Unsolved Tickets list I would like to see the order:

    1. Open

    2. On Hold

    3. Pending

    This will ensure the agent will always keep an eye on On Hold items.

     

     

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  • Devan - Community Manager
    Comment actions Permalink

    Hello Moreland Gibbs,

    While Ashley's workaround is the best recommend practice to accomplish what you are asking for, I would suggest posting your suggestions in our Product Feedback forum so our developers can consider your request for potential future updates.

    Best regards. 

    0

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