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Allow us to reorder all the Ticket Fields in the window



Posted Aug 04, 2021

Package Pro

Feature Request Summary: 

In the normal ticket window we have quite a few fields, dropdowns and date boxes etc that our Light Agents (LA's) can use when we create Internal Tickets

Description/Use Cases: 

The issue for me is lost real estate due to Zendesk fixed sections
Tags, Assignee, Brand, CC, Form, Followers etc
The 2 that we have are Tags, Followers

Business impact of limitation or missing feature:

The problem is we lose a lot of real estate at the top left of the ticket where I would want to place the CCR options for our LA's to use.

We have a fair few followers etc and a lot of tags, even though the Tags part auto shrinks it still takes up a lot of room. And after the desk has been running for a long while, you don't have to be in their fixing and checking tags all the time.

It would be nice if I could rearrange these items from Ticket Forms

They are Zendesk Internal and Hidden from Forms.

We only have one form because we are Pro package, but I could still drag them down the bottom out of the way

I currently have a ticket with Zen to see what other options there are because we don't think Nested Ticket Fields will work for the use case we have.

And it still doesn't solve the lost real estate at the top.

I get they are internal which is fine but give me the ability to chuck them to the bottom out of the way, because the desk view is about us the users how we tweak it, not about control from Zen.


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6 comments

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Basically move all that lot to the bottom of the pile

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Simon Blouner (midlertidig)

Community Moderator

I second this request!

Would be really nice being able to order the system fields as we see fit. 

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Shawna James

Community Product Feedback Specialist

Hey all thanks so much for your feedback here! We appreciate your time to send us your thoughts and use cases for this feature request. This feedback has been logged and a PM will reach out with any further questions as needed. For other community members, please continue to add your support with a +1 comment or use case. Thanks again!

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Aaron Doane

Zendesk Luminary

+1 - Now that Tag Locker has been discontinued, the use case for this is much more prevalent for us. 

 

It would be great if tags could be moved to the bottom of the ticket form (or movable, in general), as this would help keep the most important stuff at the top. 

 

We were using Tag Locker before it was discontinued, which hid the tag field from the form. Now that it's discontinued, the tag field takes up about a third of the real estate on the left hand side of the workspace. 

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Sean Newton

Zendesk Product Manager

Hi All.  Thank you for your feedback.  We always strive to ensure the experience is customizable so admins and agents can set it up to best suit your use cases.  What you're requesting I believe are more UI configurability options to optimize the real-estate there.   We will take this into consideration. 

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