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Nesting drop-down values doesn't show full path selected on ticket form or within the field itself
Posted May 10, 2021
Hi Team,
Feature request: Small feature request - but with huge gains!
As a Zendesk Partner, I often have customers who complain that when we nest options in a drop-down field, the field doesn't show the full path selected by the customer or the agent. Secondly, once a ticket is submitted, the agents still can't see the full path which has been selected in the Nested dropdown - not until they click into the field to check.
By not showing the full path actually creates a lot more work for the agent and the reporting on these nested values is also not so good visually because of its current setup and not displaying the full path.
It would be a really nice addition if the dropdown could display the full path. In the example of the screenshots above, it would look like this inside the field once selected.
Delivery > Where is my order?
Thanks in advance.
4
3 comments
Terje Nilima Monsen
I second this. Having the drop down show 365 when the path is Office -> Word -> 365 is not really helpful, and duplicating "Word" is not much better.
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CJ Johnson
I think you could get around this by setting up like: Delivery::Delivery > Where is My Order?, but I agree that an out of the box solution that showed the previous selections would be easier to maintain and less prone to human error. Once you get a few nests deep, it's going to be a pain for the admin who has to set it up to remember to do "Delivery::Order Late::Delivery>Order Late>Before Expected Arrival Date" or what have you, for every option. Plus, being able to select on or two back like Sydney describes would be helpful/nifty as well.
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Sydney Neubauer
I would also like to add if there was the option to jump to a previous selection. For example, if you were able to see the previous options, you could select any of the options and the field would jump to those options.
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