Ticket Field Tooltips in Agent Workspace
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:
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.
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.
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.
Absolutely great idea! I still don't know where those custom field agent descriptions are going without this!
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!
Fantastic idea. +1
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.
This is an amazing idea!
+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.
Thanks for sharing your input. We will take this feature request into consideration for our 2022 plan.
+1 Any update?
Gaurav Parbat hoping you might have an update on this? Tool tips is a hot topic!
+1 - we have customers requesting this feature!
+1 Great idea! Would be very useful!
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