Organizing drop-down list options

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22 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  
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  • 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  

                     

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  • 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! 

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  • 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!

    1
  • 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.

    1
  • Jess Hargett

    Dave Dyson Ema Rotariu

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

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  • Jess Hargett

    Or would you need to create separate fields?

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  • 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
  • Ian Hawkins

    When we configure sub-categories like this:

    On the Ticket screen, we can select them OK from the drop-down field:

    However, once we have selected one, you only see the last selected option:

    If we have Sub options with the same text under different options, then we can’t tell which has been selected.

    Is there any way of displaying the “breadcrumb” of the selected option?  E.g.

    Top Level 1 > Option 2 > Sub Option 1

    Thanks, Ian

    1
  • Dane
    Zendesk Engineering
    Hi Ian, 
     
    As it turns out, there's no native method to display the breadcrumb/path of the fields you have selected. As a workaround, you can add indicators on the final value to serve as a reference. For example, Top Level 1 > Option 2 > Sub Option 1 T1O2.
    0
  • Shayan Moussawi

    Hello, @Carlos Rodriguez could you elaborate further on how separating nested dropdown fields in vies would work with dynamic content?

    As far as I am aware, dynamic content is only used for translations. What I want to achieve is, having the nested field value displayed in the view, without the prior nesting options.

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  • Scott Dinner

    Is there anyway to increase the 2,000 value limit on a dropdown list?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Scott, and welcome to the community!
     
    Unfortunately, there's no way to increase that limit. A workaround to consider might be to break that field into more than one field, and use conditional fields to connect them: Creating conditional ticket fields
     
    What's your use case, by the way?
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  • Scott Dinner

    We have a request form where agents submit requests on behalf of clients. I wanted to add a dropdown field that had our full client list. We don't have 2000 values at the moment but planning for the future if we get up to that number, I'd like the field to have the ability to have more than 2000 so I wouldn't need to create another field. The list may also include current and old clients so the values may get close to 2000. Also I don't want to remove values for old clients cause I believe that may cause issues on reporting.

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  • Dave Dyson
    Zendesk Community Manager
    Thanks for the clarification, Scott! I think our upcoming Lookup Relationship Field type might work for this -- we're in the process of rolling it out, so you might not have access to it yet, but rollout should be completed by next week: Announcing lookup relationship fields for Support
    0

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