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Allow upload of new CSV to existing dropdown field



Posted Jul 15, 2021

Feature Request Summary: 

Allow existing values to be deleted and a new CSV to be uploaded on an existing dropdown field.

Description/Use Cases: 

We have many fields that include locations, job profiles, and more which are routinely updated. These dropdown contain hundreds of values. Also, a good chunk of our help center jQuery is predicated on certain field IDs. Replacing existing dropdown instead of creating a new field would:

  • Preserve existing conditions on ticket form
  • Save field IDs in custom code (no new fields to create)
  • Preserve existing ticket metadata
  • Preserve existing data on ticket form (since these forms are used almost daily, deleting and replacing a field means more work on agents to go back and re-fill the information)
  • Preserve existing ticket field tag data, since we won't have to deactivate, delete older ticket fields or create entirely new tags (which disrupts scripts, conditions, triggers, etc).

Of course, one could do this one-by-one - but again, with hundreds of values, that would be an incredible time sink.

Business impact of limitation or missing feature:

The process of replacing whole dropdown fields with entirely new fields is time consuming for admins, and wastes agent time when re-filling fields out on existing tickets. Currently, to update jQuery, conditions, forms, etc. it can take upwards of 20-30 minutes per field

This could theoretically be accomplished via API. Not everyone is privy to script writing, and this feature would be an incredible one to have natively within the interface.


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9 comments

Bumping this topic. I have several custom dropdown fields where I need to add dozens or in some cases a hundred new entries. This is unfeasible to do by hand, so it would be extremely helpful to be able to append more data by uploading a CSV, or even just having the option of clearing the existing data and uploading the new CSV.

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I'm in the same boat. I see that we can download a CSV (I can't guess what that would be used for?) but we cannot upload one. Definitely would like to see this feature.

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Also bumping this. I created my initial list with the idea that I'd be regularly updating it, now I see that I can download the template but not update with a new list? This is a major design oversight with such an obvious solution.

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Bumping this too. We have a drop down field that needs to be constantly updated.

CSV import was perfect for initially creating the dropdown list, but the fact that we can only update the list manually one-by-one is very time consuming and frustrating.

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We have the same issue. We'd love to be able to append new values to a field via a csv upload.

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Same issue here! Implementation is highly desired.

 

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Upvoting - please implement this

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Sydney Neubauer

Zendesk Luminary

+1 agreed

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Mounika Sanikommu

Zendesk Product Manager

Thank you all for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

 

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

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