Helpdesk Enhancements: Forms, Ticket Views and Automation

We’ve rolled out the latest Custom Form Revamp and several UI & automation improvements in Helpdesk module.

Key Updates

Improved UI for the Custom Form Builder
The Custom Form Builder page has been redesigned across all sections for a cleaner and more intuitive experience.

View-Based Fields (End User & Agent Views)

Custom Forms now support separate End User View and Agent View.

• Each view has its own independent field order.

• Fields are displayed based on where the form is used:

  • Help Center → End User View

  • Agent ticket creation → Agent View

Field Sync Between Views

• Fields dragged into the End User View are automatically added to the Agent View.

• Fields added in the Agent View remain agent-only by default.

• To add agent fields to the End User View, use the “Suggested Agent Fields” section in the field palette. This automatically links existing agent fields.

Simplified Status & Priority
Status and priority are now handled through a single unified field.

New Field: Name
Added a new text-type field that allows end users to specify their name separately, in addition to their email.

New Field: User Urgency
Added a new select-able checkbox type field that allows end users to specify the urgency of their issue.

Ticket Views Enhancements
We’ve introduced sectioned views in both Grid and List views — similar to the Kanban view, based on Priority and Status. Users can now organize tickets by Priority or Status and see them grouped accordingly in both Grid and List views, just like in Kanban.

Automation Enhancements

• Automatic Ticket Status Updates

  • Tickets automatically switch to “Waiting on You” when an agent comments on a ticket.

  • Tickets automatically switch to “Waiting on Agent” when a user comments on a ticket.

  • Tickets are automatically assigned to the agent who comments on a ticket.

• Automation Rules Settings

  • Added new settings under General Help Desk Settings → Automation Settings.

  • You can enable/disable the automatic ticket status updates here or directly from the Automated Tasks index page.

Enhanced Modern Ticket Show Page
Improved layout and visuals for a more modern and user-friendly ticket viewing experience.