We work with Freshdesk daily and find that, as a support team, we greatly value a clear and logically structured ticket interface. However, we are currently experiencing limitations in adjusting the order of ticket properties as they appear in a ticket (when opening or editing it).
While we can determine the order of our own (custom) fields via Admin > Ticket Fields, it’s unfortunately not possible to adjust the position of important system fields such as Tags, Type, Agent, Status, Priority, etc. Furthermore, the Tags field isn’t visible or movable via Admin, yet it always appears at the top of the ticket view.
We would like to see Freshdesk offer the ability to flexibly configure the entire order of all ticket fields, including system fields, in the future. This would help us better align the system with our working methods and significantly improve the user experience for our agents.
Is this something your company wants too?