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A opção de formatação da visualização "Agrupar por" não exibe meus campos personalizados em ordem

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Alessandro Battistini

Zendesk Employee

Editado 16 de abr. de 2025

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      Daniel Prouty

      Ana Huie I agree that it would be far more convenient to group by the label name instead of tag value.

      Tag values at our company are coded specifically for reporting purposes and often have a format that doesn't follow the naming convention of the label. Using the label is far more practical because that is what agents see when browsing tickets in views.

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      Ana Huie

      Would prefer to group by label name on the view instead of custom field tag name.

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      Dave Dyson

      Hey Cyrus, thanks -- if this is a drop-down field, then the sorting will be alphabetical by the Tag associated with each drop-down value, not the shown value itself. Note that there are some consequences to changing the tags used by drop-down field values -- see Understanding tags and ticket fields

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      Cyrus Dorosti

      Hey Dave, it is a custom ticket field we call "Duda Account Plan". We want to order the view by this group, but need to control the order, essentially so our highest paying plan types are at the top of our view with the lowest paying plan types at the bottom. I tried to re-order this in ticket field setup, but that does not match what gets displayed in the view. I also tried pre-fix the field names with for example... A. Enterprise, B. Mid Market, C. SMB, but that doesn't work either, it does not show alphabetically. I am not sure how to do this.

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      Dave Dyson

      Hi Cyrus, welcome to the community! What's the custom field type you're trying to group your view by?

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      Cyrus Dorosti

      I am having the same issue. The view is not alphabetic or by order of the ticket field. How do I control the order in which things are grouped by in my view?

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