Layered Ticket Categories (Service Desk issue types)
Hi, I want to create Service Desk Categories (2 or 3 layers).
This is usually an out of the box feature for service desk tools, I searched community posts, etc. played around with Ticket Fields, but can't seem to get what we need in Zendesk Support.
e.g.
- Layer 1: SoftwareXYZ > Layer 2: Exporting
- Layer 1: SoftwareXYZ > Layer 2: Analytics
- Layer 1: SoftwareABC > Layer 2: Analytics
- Layer 1: SoftwareABC > Layer 2: Chat/Messaging
- Layer 1: SoftwareABC > Layer 2: Sharing Proposals
- Layer 1: Hardware > Layer 2: Config
- Layer 1: Hardware > Layer 2: Memory
etc.
I tried this option of configuring a drop-down field:
- SoftwareXYZ::Analytics
...however, when selecting the cascading list, I ran into these issues:
- it doesn't allow only selecting Layer 1
(there are reasons why we would only select Layer 1 for certain "incident/service request types")
- when you select the final Layer, it doesn't show the preceding layers
(makes it cumbersome for Support Officers to identify what layer tree they've selected)
I need to be able to also run reports, create views, etc to identify layer groups for trend analysis, tracking/redirecting certain ticket categories, etc. So the layered category option is very important.
The Views configuration only allows selection of the entire Layer e.g. SoftwareXYZ::Analytics, so unable to just report on SoftwareXYZ.
I also looked at creating separate drop-down fields per category, but this becomes a little messy in the ticket forms and I don't know how to link these fields. We want to also make the category a mandatory field, but then this poses an issue as sometimes we won't need to select other layered categories.
I hope the above makes sense. Any advice will be greatly appreciated. :)
Many thanks.
Oh and I tried to look at Marketplace to see if there are apps I can link to Zendesk support but nah :(
We are on the "team" subscription plan as we are a very small company.
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Hey Jack,
We actually nest our fields in a similar way that you're using on your own account. Unfortunately, I don't have an alternative solution for you at this time other than to also add SoftwareXYZ::SoftwareXYZ as a drop-down option. This would at least allow for you to select SoftwareXYZ if necessary. This is actually how we handle this limitation on our end as well.
I'll leave this post open in case other users have some alternative solutions to offer up. I'll also add this post to our monthly Community Roundup to help provide some visibility for you :)
Cheers!
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Thanks so much Brett. Yeah, as per my post that option comes with those mentioned issues.
Yes, please keep open in case others have some other tips'n'tricks on this matter.
Cheers.
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Hey Jack,
Have you considered creating a set of ticket fields which are conditionally displayed when a value from the base field is selected? I think this will give you the granularity you're looking for.
Base Field:
- SoftwareXYZ
- SoftwareABC
- Hardware
Conditional XYZ Field: (If SoftwareXYZ is selected from base field then:
- Exporting
- Analytics
One thing to keep in mind is the tags that you will have in the conditional field. As the options in your conditional fields seem to be quite generic it may be worth adding a prefix to each field options tag to ensure you don't have issues in the future.
Sorry, in case I misunderstood your issue.
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Since the Team plan doesn't include conditional fields, it might be worth looking into https://www.zendesk.com/apps/support/cloudset-conditionality
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Hi Hemin, that's exactly what I was looking for. Thanks so much!!! This also should help me to justify upgrading our plan ;)
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Hi Marshall, this is also a very good option and if upgrading our plan isn't viable at this stage (being a small company), at least the app that you suggested will suffice and at a lower cost. Many thanks.
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Glad to hear Jack, good luck!
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