David Williams

This is still a pressing issue for us and increasingly so.

The problem with having feature requests in this manner is that your users can only stumble across them if they search in the first place. I certainly don't have the time to randomly put in search terms just in case something looks interesting.

We use custom forms and fields extensively and use the advanced search to obtain monthly ticket data to report on the groups that use them.

It would be very helpful if in the custom fields section of 'columns' were listed alphabetically so that they are grouped so they can be viewed and selected more easily.

Currently the list appears to be random and this can lead to fields being missed.

I can't find a previous reference to my request however I can't believe that I'm the first !

We have a large number of custom fields and it would really help us if those were presented in alphabetical order on the Advanced Search screen ?

Thanks Greg. You are correct in that I found the URL used to obtain the data from another online article and not in the one you suggested. So far the 'supported' suggestions don't appear to deliver exactly what I was hoping to do however I'll have another go as I'm still seeing the discrepancy previously reported.

We have noticed a difference between the number of agents assigned to a group when viewed in Admin/People/Team/Groups and in the data when the group members are downloaded using the API.

The difference in our current example is 174 (admin view) to 179 (API data). This is significant as we use this data to apportion costs based on the number of agents in a group.

Has this been observed before and is there a solution please ?

We also need the ability to manage (remove) tags from the auto-complete list presented to agents.

We've tried the two currently available methods of removing tags and the first (To delete a tag from all open tickets) isn't much help as we have over a thousand! Unfortunately those that we wish to remove are low volume (yet still an issue) so don't appear in the top 100 list.

The second (search for tickets by tag) we are about to use - but only for tickets that are yet to be 'closed' - however from my preliminary testing it doesn't appear to remove the tags from the auto-complete list that is presented to agents when they add a tag to a ticket.

We've asked about a method of doing this so that we can prevent the re-use of tags we no longer require but unfortunately nothing is available yet. We'd like to request that the product team look into developing a tool please.

Hello Eugene

I'm having the same issue and to be honest it's not very helpful. Can you explain why, when this worked in Good Data but this is no longer the case with the introduction of Explore, that this is 'expected behaviour' please? Why would transposing the row/columns seem like a good idea?

It makes exporting Zendesk data to be used in conjunction with other sources a problem and is a retrograde step.

Please re-consider the change plans.