Ticket Field Tooltips in Agent Workspace


  • Official comment
    Amisha Sharma
    Zendesk Product Manager

    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. 


    Amisha Sharma

  • Anthony Stanisci

    Absolutely great idea! I still don't know where those custom field agent descriptions are going without this!

  • GoFundMe

    Fantastic idea. +1

  • 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. 

  • John Shirley

    This is an amazing idea!

  • Sam
    Community Moderator

    +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. 

  • Gaurav Parbat
    Zendesk Product Manager

    Hi Sheldon,

    Thanks for sharing your input. We will take this feature request into consideration for our 2022 plan.

    Gaurav Parbat

  • Luma Lopes

    +1 Any update? 

  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Gaurav Parbat hoping you might have an update on this? Tool tips is a hot topic!

  • Sarah Karlsson

    +1 - we have customers requesting this feature! 

  • Markus Thelin

    +1 Great idea! Would be very useful! 


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