Organizing drop-down list options

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59 Comments

  • Kiran Max Weber
    Zendesk Product Manager

    @tommiyahira

    What problem does the exporting of values of a single custom ticket field to CSV or Excel solve for you?

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  • Tom Miyahira

    @Kiran

    It definitely helps with organization.

    It's been only around 2 weeks since I created this new tiered ticket field which started off with approximately 20 values but has since expanded close to 50 values and is still growing.

    Trying to organize values in the UI is challenging since your just looking at text strings and can't efficiently or accurately categorize the values.

    I have used a similar approach (exporting to csv) to organize my macros (around 118 last I looked). I basically exported the entire macro list into a csv and I am not in the process of reorganizing them by splitting each category into one Excel column. I even went as far to formulate a concatenate field to compile macro so it is just a copy/paste effort. By doing so, it makes it much easier to see what i currently have to determine if is still applicable, if I need to archive it, or if I have to relabel it.

    Additionally, being able to import from csv or Excel would be a great option to have. Having to type each individual value or copy/pasting a list from Excel doesn't seem to be very efficient or sensible.

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  • Niels

    Hi, whats the maximum number of options possible for dropdown menus?

    I would like to add dropdowns with country and language options

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  • Jon Daniels
    Zendesk Customer Advocate

    Hey Niels!

    You should be able to add as many dropdown options as you need, but we recommend not going over 1500 or so to avoid performance issues.

    Drop us a line at support@zendesk.com if you run into issues as you set up!

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  • Niels

    Thanks Jon - that should get me started :)

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  • Michael H.

    Trying to figure out where you find these dropdown with levels.

    This is what I see under a ticket field

     

    Where exactly do I add submenues under these field values?

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  • Lee Heida

    Michael,

    You can create submenus by adding two colons between levels of the menu. So, taking Quick Ticket as an example, you can do Quick Ticket::Product A, then Quick Ticket::Product B to have a dropdown when you select Quick Ticket, allowing you to choose Product A or Product B. You can do additional levels, such as Quick Ticket::Product A::Refund Request, allowing you to put a lot more options into a much smaller initial dropdown.

    Hope that helps!

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  • Gustavo Carrasquillo

    Hi! I have Enterprise Zendesk and conditional fields app to do basically what is here proposed. However, my agents are going to use Zendesk in a tablet (Samsung Galaxy Tab A). The conditional fields do not work in the tablet, so I went using the browser. For some reason the conditional fields show when the trigger is selected, but then the on-screen keyboard tries to load (there should be no typing in drop-downs) and I can't select any option to continue the process. I have actually 143 conditions that cannot use. Looking through your help desk I arrived here, and decide it to give it a try, but it doesn't work as explained. I tried for example Brand::Category::PartA and the options won't hide or divide onto sub-menus. Can anyone please let me know if I am missing something to make this work?

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  • Thor

    We use custom drop-downs by agents to "categorize" each ticket we receive from our customers. We run reports on our top "categories" we receive from these categorize chosen by agents so we know what are the top type of tickets were getting.

    Over time, this list of these categories and sub-categories that agents have to scroll thru, looking for the right one have grown and its becoming unmanageable. Is there a way to make some of these drop down options hidden from agent view (or moved in a way) so for historical data reference they are still being calculated?

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  • Lee Heida

    Hi Thor!

    There are a couple of things you can do, as we ran into this as well. When we first started, we had our categories in a mannor where all products and categories were in the same menu. Over time, this became very unruly due to the number of options available. Our old menu would look like this:

    Product1::Category::SubCategory1::SubCategory2::SubCategory3::SubCategory4

    You can delete this from your list, and the tickets will remain with the same tag, which is added when you add the category to the ticket. Using the above example, the tag would be:

    Product1__Category__SubCategory1__SubCategory2__SubCategory3__SubCategory4

    So you could retain reporting on the tags instead of the categories. 

    Another step we took was to use various ticket forms. Instead of having all of our products and their categories in one menu, each product has a unique ticket form now, and each form has it's own category menu for that product. We're a software company, and we were able to break the forms out for mobile app users or for web app users, which further removes options for the category menus.

    Hope that helps!

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  • James Nguyen

    My values are not nesting. Any idea why?

     

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  • Heather Rommel
    Community Moderator

    @James Nguyen I've never tested that out in Preview :D. When I do, I'm not getting the nesting either. However when I save and refresh, the nesting works as expected on the ticket in the Agent Interface.

    Let us know if it's working once you save?

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  • James Nguyen

    @Heather, Yup! The nesting displays correctly in the Agent interface. I think I missed the tip in the documentation.

    Thank you!

    1
  • Heather Rommel
    Community Moderator

    @james -

    One more tip... I would check your tags for those areas because you might end up with a really really really really (did I say really?) long tag on the ones you have listed there. Maybe you want to shorten the tag to something you can recognize but wouldn't clog your tags field in the ticket which we can't hide (**shaking fist at the Zendesk UI team**).

    Keep in mind, though, that the tag is what's pulled for reports and exports, so you want something recognizable as I mentioned but also usable in reports. Like in a top 10 report or something.

     

    Have a great day, all!

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  • Kiran Max Weber
    Zendesk Product Manager

    @twilson

    How do you recommend/wish drop-down list options be organized?

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  • Ed Ball

     

    If you have 5 or so options in the drop down list, is there a way to make the box get bigger to prevent having to scroll? I can see the top of the last option, yet i still have to scroll down to select it. Can we make that box grow as needed?

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Ed,

    If you're trying to alter this for the end-users perspective you'll most likely need to accomplish this using custom code in your Guide theme. We got some documentation which I've attached below which you may find useful: 

    We're limited on what we can assist with on our end when it comes to customizing the Help Center so I'll leave this for other community members to jump in and offer up some guidance.

    Cheers!

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  • Ed Ball

     

    I have looked into the code and can not find anything about the window size for that. Was hoping someone had figured something out. I can see that the Zendesk site works the same so I am not sure it's possible. Worth asking though...

    Thanks for the reply.

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Ed,

    I did some additional digging around our Community Forum and I couldn't find any custom code that addressed this particular use-case, unfortunately. 

    Hopefully, other users can jump in here and offer up some guidance if there's a solution available.

    Cheers!

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  • Ed Ball

    We figured it out...  Just add this to the bottom of the CSS file if you are using Copenhagen theme. This worked for us anyway.


    .nesty-panel {

     max-height: 600px;

    }

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  • Brett - Community Manager
    Zendesk Community Team

    This is awesome. Thanks for taking the time to share this with everyone Ed :) 

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  • Kelly O'Malley

    I am struggling to make nested categories for macros. I followed the steps above placing "::" in the title, but it does not create a drop down. Am I doing something wrong?

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  • Gail L
    Zendesk Community Team

    Hi Kelly,

    Could you post a screenshot of the formatting you've got in the macro names for us to look at with you?

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  • Kelly O'Malley

    I adding in the "::" between the levels, but as you can see from my first screenshot in the above comment, the nested categories are not appearing. Please tell me what I am doing wrong! Thanks!

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  • Jason Littrell

    Hi Kelly O'Malley

    It looks like you're trying to select a macro by typing in the search box. When you do that, it only lists out macros, although it does indicate the different levels with the ">" character. If you scroll down the macro list instead of searching, you'll find the "test" category with an arrow on the right. Clicking on "test" will show the sub-categories or macros listed beneath it, sort of like this:

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  • Alexandra Caldas

    I think this can't be done because of the way the nested fields setup, but I have to ask. Has someone found a way to display only part of the "nest" to an end-user but agents can see all of it?

    So users see:

    Setup::Assembly

    but an agent will see:

    Setup::Assembly::Missing parts::Missing screws

    The use case is we have a four-level nested issue field that we think is too many clicks in for our end-users, but do want to keep that granularity for reporting, so we're hoping that the end-users fill in up to second level (two clicks) and then agents can drill down and take the field value down to the fourth level.

    Because we don't want a separate agent only field for this.

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  • Gail L
    Zendesk Community Team

    Hi Alexandra,

    No, that fields can't be partially hidden based on user role.

     

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  • Azhar

    I tried making a field as instructed in the post just to see how it works. I am able to see the value in hierarchy as expected but the value selected is not getting saved in the ticket after submitting the ticket.

    Note: All the other text field & drop-down field value are getting saved except this one.

    Could you please help on this?

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  • Gail L
    Zendesk Community Team

    Hi Azhar, 

    Please chat in from your account to look at the example in more detail with our support team.

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