You can create up to 2,000 values in a custom drop-down list field. If you need to add more than 2,000 options to a custom drop-down list you can use one of the following solutions in this tutorial to workaround the 2,000 options limit for a single custom drop-down field.

This workflow includes the options below:

  • Option 1: Custom objects
  • Option 2: Conditional fields

Option 1: Custom objects

Imagine that you have a list of 6,000 products. Create a custom object for Products. Then, create a custom object record for each of your products. Next, create a custom lookup relationship ticket field that allows your agents to search all your product options in the single ticket field. At this time, end users can't interact directly with custom lookup fields.

To follow this workflow

  1. Create a custom object in Admin center and name it "Product".

    Next add custom object records to add your products.
  2. In Support, click the Custom objects icon () in the sidebar.
  3. Select "Products" and click Add. 
  4. Create a new custom lookup ticket field that references your "Product" custom object and name it as one of your products.
  5. Add your "Product" ticket field to your ticket form, so that your agents can interact with the field. 

For more information, see this article: Planning your custom objects workflow.

Option 2: Conditional fields

Segment your options across multiple fields and use conditional fields to present users with relevant options. For instance, if you have a list of 6,000 products, organize them into different catalogs. Display Catalog A, Catalog B, and Catalog C. Each catalog would have its drop-down ticket field with 2,000 products. Then, use conditional ticket field functionality to display one catalog at a time.

Users will choose the main catalog first, and then they will get a smaller list that's specific to the catalog they picked. This solution can be used by both agents and end users.

To follow this workflow

  1. Create a "Product Catalog" custom drop-down ticket field with values corresponding to each of your catalog options.

  2. Create a custom drop-down field for each catalog and add the relevant options.
    Here's an example of what a field for "Catalog A" might look like:

  3. Add the fields you created to the relevant ticket forms. 
  4. Add conditions to the form, so if the "Catalog A" option is selected from the "Product Catalog" field, then the "Catalog A" field is shown.
  5. Repeat this for each catalog. The result should look like this:

For more information, see this article: Editing and managing your ticket fields.

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