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Feature Request: The ability to create Custom Columns in Ticket Views

Not Planned


Posted Sep 06, 2019

Hey all,

It would be really great to be able to create a Custom Columns within Ticket Views so that we could make something more specific to our needs.  I feel like using logic similar to the Explore query functionality would be great and relatively straightforward, but would be really helpful.

For example, I'd love to have a Column in my Ticket Views that was "Latest update by assignee/requester" so that we could see when a ticket was last updated by a person and is close to Pending out (we pend our tickets out after a time of no answer from the assignee).  The closest Column to that currently is "Latest Update" but that includes Zendesk automations that we have set up too, so isn't exactly what we're looking for.

 

 

I know that we can get around this by using the "Latest update by assignee" and "Latest update by requester" options, but we're already at the maximum number of Columns that we can enable, so that's not an option for us either.

Thanks all!


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8 comments

Official

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Salvador Vazquez

Zendesk Product Manager

Hey Nick, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.


We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

This may be something we look into at the custom field level so you can create fields like this but not something we will be doing at the views level

At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

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This would be great.

We have an appointment system that we would love to organize by date/time. If zendesk could read into the subject of the ticket to organize it because we cannot change the subject format

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Looks like this item was raised/suggested over 2 years ago, is there any update on when this might be looked at?

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Any ETA for this feature?

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Stacy Robinson

Zendesk Luminary

We have many teams and some have a specific use case and need for custom columns.

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Is there an estimated time of when this request would be addressed.

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Also need this

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Judy Correia

Zendesk Luminary

Yes, definitely useful. In addition to the use case defined above it would be helpful to include Organisation fields such as which packages or products customers are subscribed to. 

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