Feature Request: Ticket field descriptions in Agent UI


  • Dan Ross
    Community Moderator

    This would be helpful for the onboarding of new agents! 

  • Sean Tudor

    We have many agent fields that are used in a variety of forms. The struggle we encounter is making sure that agents understand the purpose of each field and then filling them out correctly. One example would describing to the agent where to obtain the correct information being entered in the field. Being able to see the field description would go a long way in helping agents complete forms correctly. It would be great if the description appeared when the agent hovered their mouse over the field.

  • Nicole S.
    Zendesk Community Team

    Thanks for that feedback, Sean - appreciate the example!

  • Fabio Strasser

    Hi Nicole, any updates here?

  • Daniel Randa

    I'd like to add my voice in support of this feature request. It would be hugely beneficial to allow ticket fields to display their assigned descriptions for agents when an agent is filling out the ticket form. The data (description) is already there. Please update the Agent view UI to expose the data (perhaps as an option on the form settings?... ie "show description in agent view = yes/no")

  • Sydney Neubauer

    I would also like to chime in and include the ability to customize the look of Agent facing fields (lines that separate different sections, etc)


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