Support Box now supports drag-and-drop customization for Sections, Fields, and Ticket Categories, giving admins greater flexibility in organizing ticket layouts based on their business workflow.

With this enhancement, admins can easily control how ticket forms appear to users, helping teams prioritize important fields and frequently used categories for a smoother ticket creation experience.

What’s New

Section Reordering

Admins can now drag and drop ticket sections directly from Field Customization settings.

Any changes made to section order are instantly reflected in the New Ticket screen, allowing teams to organize ticket forms in a more meaningful and workflow-oriented structure.

Field Reordering Across Sections

Fields can now be reordered:

• Within the same section
• Across different sections

This is a major improvement in Support Box configuration flexibility.

Unlike Lead Box, where fields can only be reordered within a section, Support Box now allows complete field movement across sections, making ticket layouts far more customizable.

This helps teams organize fields exactly where they are most relevant during ticket creation.

Ticket Category Reordering

Ticket Categories can now be reordered using drag-and-drop functionality.

Admins can prioritize frequently used categories by keeping them at the top, helping agents select categories faster during ticket creation and reducing unnecessary scrolling.

Why It Matters

• Gives admins full control over ticket layout configuration
• Improves ticket creation speed and usability
• Helps teams align ticket forms with real business workflows
• Makes important fields and categories easier to access
• Reduces form clutter and improves user experience

How It Works

1. Navigate to Support Box Configuration
2. Open:
   • Field Customization, OR
   • Ticket Category
3. Drag and drop sections, fields, or categories based on your preferred order
4. Changes are automatically reflected during ticket creation

‍