Idea: Add “Advanced Sort” option next to “Advanced Filters” option in the helpdesk view
Currently, users can only sort by one column at a time in the Help Desk module.
Adding the ability to use an Advanced sort with multiple columns would assist with further organization of tickets and help smooth the user’s workflow and views. It would additionally help us
Suggested Location of Improvement:
Adding this next to the advanced filters would make it easily viewable and it relates to the filtered views in a way of how to sort information in the user’s bucket.
Example Case:
A user wants to sort their open tickets by Ticket Status, and then by the modified date so they can see which ticket in each status needs to be addressed first.
You could select “Advanced Sort” right next to the “Advanced Filters” option, and say sort first by Ticket Status, and then by Modified Date (ascending or descending).
For example, we use a team “inbox” that contains all open tickets that need to be processed. These include new tickets, open tickets (e.g., if there was an unanswered customer response), and tickets that are being clarified internally. In Zendesk, these were grouped by ticket status in this one table and then sorted in ascending order by creation date. This gave me the option of dividing the table into X parts based on a property (such as status).
I think both options are very important for more efficient use, i.e., the option to sort by multiple columns and the option to group within a view.
Grouping-feature is missing! We used to have Zendesk and there it worked. This is one of the few features I really miss, because you could group tickets by status and then sort by SLA-time or create-date within a status-group. Now, you have to chose one sorting logic which repeatedly disarranges the tickets for all users…
