In Zendesk Support, the system fields in user profiles, tickets, and organizations have a fixed order. This can cause some inconvenience for agents, especially when there are important system fields that are located far down the page and others that are not interacted with at all.
We propose a feature that allows the reordering of system fields in user profiles, tickets, and organizations. This would provide greater flexibility in customizing the layout and improve the user experience for agents.
Use-case example:
Our agents often need to link the organization to the user and access specific ticket fields when handling tickets. However, these fields are system fields that are located far down the page in the respective layouts. As a result, our agents sometimes overlook these fields. If we could reorder the system fields, we could move these important fields to a more prominent position, reducing the likelihood of this oversight.
Benefits:
- Improved user experience: Agents can customize the layout of user profiles, tickets, and organizations to suit their workflow.
- Increased efficiency: Important fields can be placed in more prominent positions, reducing the likelihood of oversights.
- Greater flexibility: Zendesk Support can be more effectively tailored to meet the unique needs of each organization.
We believe that this feature would be a valuable addition to Zendesk Support and would benefit many organizations. Thank you for considering our request.
Thank you for taking the time to provide us with your feedback. Apologies this escaped our initial response; this has been logged for our PM team to review. For others who may be interested in this feature request, please continue add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!