You can create drop-down lists that contain multiple levels of organization (up to 66). This is done using the same technique for organizing macros (see Organizing your macros).
Note: For information about creating custom drop-down fields, see Adding customer ticket fields, Adding custom fields to users, and Adding custom fields to organizations.
The titles of your custom field options contain the categories and selection value separated by double colons, like this:
Tip: When you click Preview, the drop-down list will not show nested fields. To check the fields work correctly, save your changes, and test the drop-down list in a ticket.
On the request form, the custom drop-down list looks like this:
As with drop-down list options that do not contain categories, your tags should be for the selection value.
47 Comments
This is horrific - why can you not link categories in a user friendly way.
To Gabriele's point, we too would like to be able to report out on first or second level categories and not all the way down in the weeds. I don't see why there can't be wildcards in views and/or reports so that using Gabriele's example:
1. Information::General::Promotions
1. Information::General::Warranty
1. Information: Product Infromation::Stock & Availability
2. Order::Order Validation
2. Order::Order Cancellation::Price
2. Order::Order Cancellation::Processing Slow
why couldn't we use Meet All the Following Conditions:
Ticket: Tags
Contains at least on of the following
order__*
... instead of using the Meet ANY of the following and having to list the tags for the fields separate like this
2Order_Order_Validation
2OrderOrder_CancellationPrice
2OrderOrder Cancellation_Processing Slow
I have a small suggestion regarding Andrea's dilemma. Reporting on multiple layers would be much easier to accomplish if we could set multiple tags from a single drop-down field option. For example:
Dropdown Field Options:
2. Order::Order Validation
2. Order::Order Cancellation::Price
2. Order::Order Cancellation::Processing Slow
Resulting Tags:
Order AND Order_Validation
Order AND OrderCancellation AND Price
Order AND OrderCancellation AND ProcessingSlow
Unfortunately, the ability to add multiple tags with one field option does not seem to exist. If it could be added, we could simply include all desired tags for each field option as in the example above, and design our reports to pick up on whichever field we need. Also, to make the above work, duplicate tags would have to be allowed.
@Eric, interesting idea but probably not workable in reality. Selecting a dropdown value stores the value as the tag and applying a tag will automatically display the value. So it is a two way function. What happens if only one of the tags is present?
Why not have two fields and use a dependency value app to filter the possible values of the second field? This is the way I do it - when my agents solve a ticket they have Category, Sub-category and Cause. But the last two fields are not always visible and when they are, the possible values alter depending on the values from the Category fields. I did payout for Cloudset to get this functionality in a quick and easy way but it was worth it for solving problems just like this.
Hey guys. In my macros I have a template that pulls in data from a dropdown custom ticket field that I built. The field is categorized just like the example above. Here's the tag I use: {{ticket.ticket_field_option_title_30110307}}
My problem/question is that I would just like the tag to spit out the final selected value, rather than showing category1::category2:item. So using the example at the top of this page, I would like the tag in my macro to just spit out the value "Mondocam ZD-89" rather than "Digital Compact Cameras::Mondocam ZD 89."
Any ideas?
Now this may not be the best solution ever but here is something similar that I have. I guess since it worked I didn't bother to look for a better solution.
{{ ticket.ticket_field_option_title_21816991 | remove:'Something is not working::' | remove:'Configuration assistance::' | remove:'Nothing is working::' | remove:'Please help::' | remove:'About my account::' | remove:'Hosted Solutions::' | remove:'Orders / Sales::' | remove:'Account Settings::' | remove:'Device Configuration::' | remove:'Connectivity & Networking::' | remove:'Telephony Faults::' | remove:'Billing Matters:' }}
Have drop down with 10 items - all is well. I need to add number 11 and I can't get it to display. Everything looks okay on maintenance page but on ticket it displays only 10. Is this an undocumented limitation?
Hey Karen!
This might be a caching issue...have you tried reloading your browser? Also, if you're working with ticket forms you might need to re-add the field to the form(s) you're using.
This is a little late, but here's a quick way to achieve what James Collins is looking for:
{{ticket.ticket_field_option_title_<field ID number> | split: "::" | last}}
Does anybody have any suggestion for how to use a categorized field in a GoodData (Insights) report?
e.g.
We have an About field that might look like this:
Microsoft::Office::Excel
Is there any way to create a report that only displays the last level "Excel" in the output?
Hi Aron -
I checked with one of our Insights experts, and this was her response:
"GoodData doesn't have attribute grouping, and it doesn't have a way to hide or change your report display.
We have this recipe - https://support.zendesk.com/hc/en-us/articles/226126628-Insights-recipe-Reporting-on-nested-drop-down-fields - to report on groups of nested values together, but it doesn't change how they're displayed."
I know it's not exactly what you were looking for, but I hope this helps.
Hi.
Is there no better way to add country drop-down list to ticket-field?
And can logic (if this; then that) be apply to selections?
Thanks!
Hey Talos!
If you're on Professional or Enterprise, you could take a look at our Conditional Fields App; I think that would do what you're looking for. If you're on Team or Essential, though, the above technique is going to be the only option available to you.
I there is a way using the API to add Ticket Field of type 'drop-down' that aren't 'tagger' ?
Sometimes, it is more confusing to automatically add 'tags', when looking the 'drop down', is sufficient.
Especially when the 'tags' area tend to be cluttered with lots of not so useful 'long values'(i.e that aren't used by other logic or aggregation needs).
EDITED NOTE : in fact working more with Zendesk and its API, it is much more easy to understand, why there is this 'mandatory' addition of the 'tag'. It is by design as by construction Zendesk is certainly using a partitioned (read per client) gigantic index of 'tag_id' to 'ticket' relation in their NoSQL backend. It is only when they need to display the 'drop-down' label, they do the 'tag value' -> 'option label' lookup when the ticket document is 'loaded'.
This is not bad, the only thing is perhaps sometimes it would be much better to 'not' insert the tag into the small 'tag' area in the ticket if user, know that he won't have a need for searching on that value. The lookup could happen from the stored ticket document and would not affect the display.
It will 'declutter' that tag area, where there is a lot of tag repetition due to the shear lake of imagination on naming things ;-)
It would be a very nice feature to be able to manually re-order drop down list options once entered.
Hi,
Give an ability to export in a csv file the list of the drop-down items ?
For the moment I only see the copy/paste function.
Thx.
Thanks for the update, Vincent!
Hey Julien -
There's a way to pull it in a JSON format, but then you'll have to do the conversion from JSON to .csv.
Here are the API endpoints you'll need:
tickets - api/v2/ticket_fields/FIELD_ID.json
users - api/v2/user_fields/FIELD_ID.json
orgs - api/v2/organization_fields/FIELD_ID.json
To see the list of all fields at once (or at least, 100 at a time), chop off the `field_id` piece of each of those.
tickets - https://developer.zendesk.com/rest_api/docs/core/ticket_fields#list-ticket-fields
users - https://developer.zendesk.com/rest_api/docs/core/user_fields#list-user-fields
orgs - https://developer.zendesk.com/rest_api/docs/core/organization_fields#list-organization-fields
I am wondering if this type of organizing can apply to "Organizations"? For example, one main organization with multiple options within it?
Thanks!
Hi Tricia!
Organizations live in the agent interface, which can't be altered using JSON or other coding syntax.
Can you give some information on what you'd need that kind of organization? I don't know that there's another solution, but I'm interested to know your use case.
Hi Jessie! I actually submitted a ticket and the Support team confirmed that I wouldn't be able to organize this way. The only option would be to add a ticket field for organizations, and add nesting options there. It was worth asking though!
Thanks!
Hi Zendesk! Why is this option only available in dropdown menu's and not radio buttons? For short answers it is worthwhile not having to click once just to see all available options.
Hello ZenDesk and ZenDesk users!
We use a custom field called Category. This is a field our agents use to state what the ticket is regarding, and all sub categories are sheltered in one of two groups, say Product A and Product B. Within each group, there are dozes or hundreds of sub categories, helping us quickly see what the ticket is about by the sub-categories selected, rather than needing to dive into the ticket.
My question is that I'd like to build a couple of reports so I can see what Categories are trending in Product A, and what Categories are trending in Product B. Presently, when creating reports, I can limit Product A by saying what the Category "is" or "is not" by selecting each category manually. Obviously, this is not ideal, since it takes time to manually select, and I have to update the report any time a new sub-ategory is added.
Is it possible to create a custom metric where the "Category" contains certain text, such as "ProductA" instead of clicking each string like "ProductA::Mobile::Login" to select all sub-categories under that main category? Similarly, setting a report for Tags would work the same way, where I don't need the whole sting of tags to match, but only the first part of the tag, such as "producta" in the tag "producta__mobile__login."
UPDATE: Never mind. Figured it out. I was using the attribute in my custom metric, not the attribute label. That is what was throwing me off.
Hi Lee,
We have a similar Custom field called "Service Area" which sounds a lot like your Category field.
We ended up building a few Top 10 reports for each product which includes the second and third levels of the category.
So it looks something like this (with bar charts of course
Product A Top 10
Product B Top 10
etc.
I know that's not exactly what you're asking for and I would love to help further but this Top 10 approach was the best I was able to come up with for reports we send out weekly to select team managers.
I'll be watching this string!
Hi Heather,
Thanks for the reply. The way I ended up doing it was using the following:
Where I was going wrong was using the Attribute rather than the Attribute Label. Now every sub category from Product A will show up on my report (and yes, using graphs, of course :D ). If I wanted to get only a sub category, I could have added "ProductA::Feature::Process" or whatever to get a better report on a smaller set of data. For now, I just want to see all the categories over a rolling period of time to easily spot trends, and then I can refine my report or create new ones as necessary.
This formula was described on the Filters tab of a custom metric (the last filter example that discusses LIKE). I think I just overlooked the details, so it was my own fault for not being able to get this to work.
Thanks for coming back to share what you figured out, Lee! Let us know if you need anything else. :)
I absolutely LOVE this feature, thank you!
Is there a limit on the amount of options available on a multi-select field?
@paulbenson
Nope, there's no practical limit to the number of values a multi-select field can have!
Is there any plan to provide admins a user friendly way to export a custom ticket field into .csv or Excel?
Currently, the only option I see is to use the API endpoints listed above but I do not have a dev background and don't have any available devs to this, of which I think should be a basic task that doesn't require a dev background.
I'm also curious as to why there is STILL no easy solution to export a custom ticket field values to .csv or Excel?
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