Rich

This would be a great feature. There is not enough flexibility overall in SLAs, causing false breaches that must be explained when reports are viewed by others. 

@... Yes, that would certainly help. Ideally, all URLs would be clickable, but this solution would be a step in the right direction for sure. 

Hi Cathy. That would work in theory, but we would need to create a new field for each subcategory, of which there are many. The resolution picklist has many values that would be used for more than one subcategory.

Most importantly, when reporting on how many tickets were solved for each resolution, I can't imagine how I would go about pulling this information in a simple report using your suggested method.

Tickets -> Resolution 1, Resolution 2, Resolution 3,...,Resolution 25, etc. 

or

Tickets -> Resolution

Considering the fact that there are several apps that do this already, it would be nice if the functionality would instead be native to Zendesk. It could be done better and not require an additional subscription. 

Yes. I second this.

Sure! I also created a new post today that is pending approval. 

I have a custom picklist field that is called "Category" that uses nested values to select Category > Subcategory. However, we also want to track a "Resolution" field that tracks the action taken to solve the ticket. 

To do so, we create a picklist field called "Resolution". There are many values for this picklist as each category/subcategory have different potential resolutions. To make it simpler for the agent and to maintain data integrity, dependent picklist values would only display the resolution values that correspond to the "Category" value selection.

For example, selecting the subcategory "Password Reset" would mean that the only values "Manual Reset", "Provided Guidance", "Solved by User" would be displayed in the resolution picklist. If "App Issue" was selected as a subcategory, "Escalated", "Expected Behaviour", and "Provided Guidance" would be displayed in the resolution picklist.

Since only one picklist is used for resolution, reporting on this data and maintaining the picklist would be straightforward. I can't see a way to accomplish this in a reasonable way using conditional fields. 

Feature Request Summary: 

Zendesk Support should allow picklist values to be filtered dependent on the selected value of another picklist in the ticket. 

Description/Use Cases: 

We have a picklist field called "Category" that has a long list of ticket categories (i.e. A - Z). We have a second picklist field called "Resolution" that has a long list of resolutions (i.e. 1-20).

Since many resolutions are specific to certain categories, the Zendesk admin should be able to set conditions to display certain picklist values based on what is selected in the "Category" picklist.

For example, if category "A" is selected, only resolutions 1 - 5 are selectable. If category "B" is selected, only resolutions 5, 6 and 10 are selectable. And so on.   

Business impact of limitation or missing feature:

This is important to reduce the amount of picklist values displayed to an agent, thus reducing the time it takes to select a value out of the displayed options. This is a huge timesaver that will help improve data integrity and streamline reporting.

Other necessary information or resources:

This is standard functionality in Salesforce and other ticketing systems. There are also several 3rd party apps that have accomplished this in Zendesk, but require a paid subscription:

https://www.zendesk.com/marketplace/apps/support/861234/hide-dropdown-values-app-by-leafworks/?queryID=2e6b125dfda92ef0b9b0a38b76151801

Dependent picklist values are an important feature that is missing from Zendesk. Easily accomplished by 3rd party apps like Leafworks, but I'm disappointed that we have to pay for an additional subscription.