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Ticket Field Tooltips in Agent Workspace
Posted Jun 24, 2021
Feature Request:
Implement hover tooltips on Ticket Fields in the Agent Workspace when viewing a ticket, leveraging the Ticket Field Description text. Similar to the hover option to see Macro Descriptions.
Here is what this could look like:
Use Case:
We often use shortened or simplified Ticket Field names for agents for various reasons but they can leave agents, especially new hires, struggling to understand the intent. Shortened internal field names also make for prettier reporting and save hassle renaming attributes in Explore.
Reasoning:
Showing users the Ticket Field Description (that already exists in Support) or at least giving Admins a checkbox to use it as a tooltip would alleviate user confusion when completing forms and improve user effectiveness or accuracy documenting fields correctly. I'm sure there are many Zendesk admins that prefer shortened Ticket Field names while also struggling to convey enough detail to internal users/agents. Tooltips would solve these problems and improve the Agent Workspace.
37
14 comments
Official
Amisha Sharma
Hey folks!
We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Thursday, April 25th at 9 AM PDT for our PM Roundtable. It’ll be an open discussion on what is and isn’t working with the recent UI changes regarding Agent Workspace. So please bring those questions, concerns, or feedback!
The product team would also like feedback on enhancements they plan on making in Agent Workspace, so we can design the experience tailored to your CX needs.
The link to register can be found here, we’d love to see you all there.
Cheers,
Amisha Sharma
0
Rudolph
Fantastic idea. +1
1
John Shirley
This is an amazing idea!
0
Sydney Neubauer
I believe there is a feature request regarding this https://support.zendesk.com/hc/en-us/community/posts/360000881927-Feature-Request-Ticket-field-descriptions-in-Agent-UI?page=1#community_comment_360012715814 from 2018. I recommend upvoting!
2
Sheldon Grimm
Good find, Sydney. Didn't see that in my searches but I was pretty hard headed about the "tooltip" terminology. The feedback provided in that 2018 post seems to be more inline with how Zendesk handles End-user descriptions on web forms, which can cause a ton of "word vomit" if not used with caution. Tooltips keep the UI free of clutter when users don't need that extra field description displayed. Still, very similar feedback with the same end result of exposing Ticket Field Descriptions in tickets.
1
Sam
+1. Another helpful thing would be to have a third title field: One for admins (when building forms), one which is the "agent" title, and one which is the "end user" title.
0
Gaurav Parbat
Hi Sheldon,
Thanks for sharing your input. We will take this feature request into consideration for our 2022 plan.
Thanks,
Gaurav Parbat
0
Anthony Stanisci
Absolutely great idea! I still don't know where those custom field agent descriptions are going without this!
3
Luma Lopes
+1 Any update?
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Heather Rommel
Gaurav Parbat hoping you might have an update on this? Tool tips is a hot topic!
0
Sarah Karlsson
+1 - we have customers requesting this feature!
0
Markus Thelin
+1 Great idea! Would be very useful!
0
Meredith Boorady
This would also be helpful for us!
0
Marco Antonio Lago
This functionality is extremely useful and important, and it should be implemented in the system.
0