Ticket Field Tooltips in Agent Workspace



Gepostet 24. Juni 2021

Feature Request:

Implement hover tooltips on Ticket Fields in the Agent Workspace when viewing a ticket, leveraging the Ticket Field Description text. Similar to the hover option to see Macro Descriptions.

Here is what this could look like:

Use Case:

We often use shortened or simplified Ticket Field names for agents for various reasons but they can leave agents, especially new hires, struggling to understand the intent. Shortened internal field names also make for prettier reporting and save hassle renaming attributes in Explore.  

Reasoning:

Showing users the Ticket Field Description (that already exists in Support) or at least giving Admins a checkbox to use it as a tooltip would alleviate user confusion when completing forms and improve user effectiveness or accuracy documenting fields correctly. I'm sure there are many Zendesk admins that prefer shortened Ticket Field names while also struggling to convey enough detail to internal users/agents. Tooltips would solve these problems and improve the Agent Workspace. 


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16 Kommentare

Offiziell

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Amisha Sharma

Zendesk Product Manager

Hey folks!

We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Thursday, April 25th at 9 AM PDT for our PM Roundtable. It’ll be an open discussion on what is and isn’t working with the recent UI changes regarding Agent Workspace. So please bring those questions, concerns, or feedback!

The product team would also like feedback on enhancements they plan on making in Agent Workspace, so we can design the experience tailored to your CX needs.

The link to register can be found here, we’d love to see you all there. 

Cheers,

Amisha Sharma

0


+1 So many votes and support for this idea, yet no updates or progress for something that appears to be a pretty easy win. 

https://support.zendesk.com/hc/en-us/community/posts/9043316066842-Feature-Request-Display-Standard-Description-of-Custom-Fields-to-Agents

 

0


+1 for this functionality - I added my comment earlier regarding a feedback post back from 2018 but it is no longer accessible. There was now another feedback post just recently posted: Feature Request: Display Standard Description of Custom Fields to Agents – Zendesk help

1


This functionality is extremely useful and important, and it should be implemented in the system.

1


This would also be helpful for us!

1


Offiziell

Hey folks!

We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Thursday, April 25th at 9 AM PDT for our PM Roundtable. It’ll be an open discussion on what is and isn’t working with the recent UI changes regarding Agent Workspace. So please bring those questions, concerns, or feedback!

The product team would also like feedback on enhancements they plan on making in Agent Workspace, so we can design the experience tailored to your CX needs.

The link to register can be found here, we’d love to see you all there. 

Cheers,

Amisha Sharma

0


+1 Great idea! Would be very useful! 

1


+1 - we have customers requesting this feature! 

1


1263082149949 hoping you might have an update on this? Tool tips is a hot topic!

1


+1 Any update? 

1


Absolutely great idea! I still don't know where those custom field agent descriptions are going without this!

4


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