Sort Tickets by columns like "Subject", "Requester" and "Status" at the "Organization requests" page
2021년 8월 12일에 게시됨
Feature Request Summary:
At Guide (= Help Center) it should be possible for end-users/customers to sort their tickets by columns like "Subject", "Requester" and "Status" at the "Organization requests" page.
Description/Use Cases:
We just launched our new support platform based on Zendesk.
We use the default theme "Copenhagen".
Some of our customers and partner miss our legacy support system, which we replaced with Zendesk.
The customers and partners with a really high ticket volume need more control about their tickets.
Business impact of limitation or missing feature:
The mood among our customers and partners is important for our business success.
They don't understand why the new Zendesk-based support platform has such usability limitations.
One partner told us how a global vendor like Zendesk, which praises itself for its good usability, can't manage to sort the columns of a table.
Other necessary information or resources:
I followed the following article and could achieve sorting for "Ids", but it doesn't work for the rest of the mentioned system fields:
https://support.zendesk.com/hc/en-us/community/posts/360038927033-End-users-want-to-be-able-to-sort-their-tickets-by-ticket-ID?input_string=Sort%20Tickets%20by
14
댓글 20개
vm
2025…is this happening? Got a few customers asking for this
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Ron Thomas
Is this still part of the plan? Sorting is a standard option on every single thing that offers lists. Please allow us to sort by every category including custom fields/statuses/tickets/etc.
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Shawna James
I understand how our recent updates about this feature have caused frustration because we didn't reference our guidelines in this post. Product feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps. While we listen and read every piece of feedback that comes through this forum, in some instances, our product teams need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback, or they need to reprioritize to focus in another direction. This Community forum is simply for sharing your challenges and how you use the product, but it is not a case/resolution system.
Gorka's most recent update is the latest news we have about this feature request. Should we have more information to share, or updates to our plans, we will do so here.
Also, per our guidelines and code of conduct, I want to remind folks that we expect all community members to adhere to respectful discourse in this space. Feedback and constructive criticism are welcome. Disparaging, harassing, mean, or snarky remarks about Zendesk, its employees, vendors, partners, or other community members will not be tolerated.
Thank you again for your engagement and being valuable Zendesk customers.
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Scott Burnham
I think their plan is to just keep removing features…
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Sami
Is it still part of the plan in 2024?
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Gorka Cardona-Lauridsen
Hi all, I'm sorry that this request has existed for so long and that it was not the first feature we added to the new request list experience, but it is one among several important requests for improvement of the request list experience that we have prioritized according to importance, but also how quickly we can deliver an improvement to our customers.
That we haven't gotten to improving sorting yet, does not mean that we don't think it is important. It is part of our plans to improve the request list experience one iteration at a time.
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Scott Burnham
Sure but it won't work. Read the thread...
Zendesk doesn't care as long as their big dollar accounts are happy, and sometimes not even then.
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Eric Madura
Upvote, please. Lots of end-user requests for this sort ability.
1
Gorka Cardona-Lauridsen
Hi all
We are very excited to announce that users can now (pending rollout) filter their requests based on custom field values in the new request list experience. See the announcement here for all the details.
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Gorka Cardona-Lauridsen
We are very happy to let you know that we have now added the ability to see custom fields to the new request list open beta and we will continue to add more features.
You can read more in this announcement.
I know this does not (yet) solve the issue in this post, but since it is related I thought you would find it relevant. As part of the work on the new request list we are intending to add better sorting capabilities.
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