---
title: "Helpdesk Enhancements: Forms, Ticket Views and Automation"
slug: "helpdesk-enhancements-forms-views-automation"
updated: 2026-01-19T11:34:50Z
published: 2026-01-19T11:34:50Z
canonical: "docs.gogenuity.com/helpdesk-enhancements-forms-views-automation"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.gogenuity.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.