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

This workflow includes the options below:

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

Option 1: Custom objects

If you have a list of 6,000 products, create a custom object for products. Create a custom object record for each product. Next, create a custom lookup relationship ticket field that lets agents search all product options in a single ticket field. 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".

    Then add custom object records for 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 relationship ticket field that references your "Product" custom object.
  5. Add your "Product" ticket field to your ticket form so agents can use the field.

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

Option 2: Conditional fields

Split your options across multiple fields and use conditional fields to show relevant options. For example, if you have 6,000 products, sort them into catalogs. Show Catalog A, Catalog B, and Catalog C. Each catalog has its own dropdown ticket field with up to 2,000 products. Then use conditional ticket fields to show one catalog at a time.

Users choose the main catalog first, then see a smaller list that matches the catalog they chose. Agents and end users can use this solution.

To follow this workflow:

  1. Create a "Product Catalog" custom dropdown ticket field with values for each catalog option

  2. Create a custom dropdown field for each catalog and add the relevant options. Here's an example of a field for "Catalog A".

  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 in the "Product Catalog" field, show the "Catalog A" field
  5. Repeat this for each catalog. The result looks like this.

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

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