Article Name Sorting in Zoho Desk Knowledge Base (agent / admin side)

Article Name Sorting in Zoho Desk Knowledge Base (agent / admin side)

Dear Zoho Desk Support,

We are writing to request an enhancement to the Knowledge Base management feature within Zoho Desk. Currently, there is no option to sort articles by their name, which significantly hinders efficient article management, especially when dealing with a large number of articles or potential duplicates.

Current Sorting and Filtering Options

Currently, Zoho Desk offers the following options for managing knowledge base articles:

  • Display Preferences:
    • Order by: Latest or Oldest first
    • Sort by: Modified time or Created time
  • Filters:
    • Visibility: Agents only, Display to all users, Only to registered users
    • Expiry: Today, Next 7 days, Next 30 days

While these options are helpful, they do not provide a way to sort articles based on their name, which is crucial for tasks such as finding duplicates or organizing articles alphabetically.

Proposed Feature:

We propose adding an option to sort articles alphabetically by their name within the Knowledge Base section. This would allow admin and agents to sort articles in ascending or descending alphabetical order based on their name.

By implementing this feature, Zoho Desk can provide admin and agents with a more intuitive and efficient way to manage their knowledge base, leading to improved productivity and organization.

Thank you for considering this feature request. We look forward to your response.

Sincerely, 

Ram



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