Organizing drop-down list options

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15 Comments

  • Sam
    Community Moderator

    Are there any plans to allow nesting of Agent Groups? I could foresee this being beneficial to many teams.

    0
  • Cardenas, Romulo

    Hi, i find this solution great. However, how can I customize it in Explore or in Views without having the entire field separated by double colons?

    1
  • Carlos Rodriguez
    Zendesk Customer Care
    Hi Romulo, We do have an article that help you separate each selection value with a level in Explore: Explore recipe: Reporting on nested drop-down fields  
    0
  • Cardenas, Romulo

    Thanks Carlos! i will take a look at it. What about nested drop-down fields in Views? Can i also have those fields separated?

    0
  • Carlos Rodriguez
    Zendesk Customer Care
    Great question! Currently, this is not possible to achieve natively, but you could potentially use dynamic content to get those fields separated.  For the dynamic content body, you could set up a Liquid argument to determine what text should be displayed.  For more information, I would recommend reviewing this article to learn more about dynamic content. 
    1
  • Ema Rotariu

    Hello!

    Is the ticket fields nesting option available for multiple nesting?

    For example:

    Type of issue - Issue 1  

                                   - issue 1 a

                                  - issue 1 b  

                     

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Ema, 
     
    If I'm understanding your question – yes, as shown above, you can have multiple levels of nesting in a drop-down field:
     

    Is that what you were asking about?
     
    1
  • Ema Rotariu

    Hi Dave,

     

    Yes, it is. 

    My logic was telling me that this should be done under different ticket fields, but I have tested within one field and it works. :) Thanks! 

    0
  • Dave Dyson
    Zendesk Community Manager
    Glad I could help, Ema!
    0
  • Aylene Cunanan

    Hi,

    Is it possible to change the display value on the Guide versus what the agent sees in Support?

    ie. Guide displays "Digital SLR Cameras" vs Support shows "Digital SLR Cameras (ID#123)" so that there's more information to the agent who's working on the ticket?

    Thanks!

    0
  • Jeff C
    Zendesk Customer Care

    Hi Aylene,

    This is currently not possible to set what an Agent and and an end user see for Drop Down Values. Only the Title can differ but not the values itself.

    0
  • Jess Hargett

    Dave Dyson Ema Rotariu

    How did you achieve options within the nested? When adding more colons it nests within a nest :)

    0
  • Jess Hargett

    Or would you need to create separate fields?

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Jessica –
     
    To get multiple options under the same level of nesting, it would look like this:
     
    Top-level menu::Option 1
    Top-level menu::Option 2
     
    Does that answer your question?
    0
  • Ema Rotariu

    Hi Jessica,

     

    I´ve done something similar to what Dave just mentioned: 

    As an example, wanted 4 top maine categories and a few sub categories.

    I needed main categories:

    My account

    My app

    My Safety

    My Data

    Each of these main category had a few subcategories that also had their own dropdown options (for those I nested within the subcategories fields).

    For the overall I nested everything under the main categories, here´s an example:

    Hope this helps. :) 

     

    1

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