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aravind.sundararajan
Known Participant
April 8, 2020

Update on the 'Assign To' field

  • April 8, 2020
  • 12 replies
  • 0 views

Folks,


Based on the feedback we've received so far, we've split the 'Assign To' field into two separate fields 'Group' and 'Agent' to ensure better visibility. This change is live across all pages except for the card view (ticket list page).


The idea behind the change was:

1. To ensure that the tickets get assigned to the right agents who belong to the group
2. Better visibility - the group and agents names wouldn't be truncated since they're two different fields now

As always, we'd love to hear your feedback. Please drop a note here or write to us on support(at)freshdesk(dot)com!

Cheers!

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    A
    Debut
    alex
    Debut
    April 10, 2020

    This is helpful for our estate instance.


    We utilize groups heavily and we kept having agents update the group accidentally which would often take the ticket outside of their access. Resulting in them having to ask someone to locate ticket and update group to allow them access.


    Now agents can update the group of ticket more confidently.



    A
    aravind.sundararajanAuthor
    Known Participant
    April 13, 2020

    @Krishna, This is something that we've been hearing from other users as well. There's no challenge in splitting them in the 'edit columns' section but we were cautious in trying to avoid the unnecessary confusions that might arise . Since these fields are inter-related, there might be some confusion over the data if they are separated or if one of them gets hidden.

    @Alex, Glad that you're liking the change! What you've mentioned is one the main reasons why we decided to split these fields :)


    Cheers!

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