When working with a view that contains content from multiple Ticket Forms, I was attempting to Group Tickets by Ticket Form. This worked, however the Ticket Forms appeared to be in a "random" order. After further review, we discovered that when grouping by Ticket Form, the Ascending / Descending options rely (inexplicably) on the numeric Form ID Value to prioritize the sort.
This means that the Ticket Form Groupings will present first > last created, regardless of name or rank in the UI. Would love to see this adjusted to a more appropriate alphabetized ranking.
That said, if this is also presenting a problem for you, there is an (albeit clunky) work around. First, you can create a Custom Field with your form names and put it on each form (tucked away at the bottom in the Support Agent view). Then, create a new Trigger associated with each form wherein the action associates the Custom Field with the Ticket Form upon Ticket creation/update. Once this Custom Field is added to your view, you can then Group by this field, which will sort alphabetically.
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!