Drop Down Field: Searchable



  • Official comment
    Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hi all, unfortunately, I have to inform you again that our work on this feature has been delayed relative to the expectation in my most recent update.

    We have been working on this feature in Q2 and will continue to work on it in Q3 and likely Q4 2023 as part of a major update to the request form.  This means that the current ETA is the second half of Q4 2023.

    The reason it is taking so long is that the current request form has several accessibility issues and we have determined that the best way to fix them is to reimplement the request form from scratch to meet Zendesks commitment to accessibility.
    Reimplementing the request form is in itself a large undertaking that requires extensive internal QA and since we are reimplementing a large surface area and fixing accessibility issues we are also having an external accessibility audit conducted before we release it.

    As with my previous update, all roadmap plans are always subject to change and only reflect our current intention and expectation.

  • Anica

    Are there any updates on this feature? This would be very useful and it's kind of odd that this isn't an option already or is it and I haven't found the correct article?

  • Pedro Rodrigues


    This already exists for Triggers, all that's missing are Automations and Views. It looks like a quick win, but I'm guessing it's more complicated than it seems.

  • Ayal Kellman


    This particularly painful for fields like country that have a long list of values. 

  • Alex Rust


    We have a list of 7000 entries that involve 12 digit ID numbers that aren't easily distinguished by scrolling.

  • James Molina

    Yes, this would very helpful for several clients I have as well

  • Jake Smith

    This has become somewhat of a standard across the web, and we have partners that are requesting this feature. As our business grows these lists become unwieldy. We have had to make separate country/city Ticket Fields to help fix this, which dirties up our data.

  • Dave Fear

    The coding looks to have been designed already for the 'Zendesk' side of things and works beautifully for our Agents.

    Wondering how easy it would be to replicate this across to the 'Help Center' for our Customers.

    Zendesk [filters nicely]:

    Help Center // Guide : 

  • Pascal Stenz

    Hi there

    Also for me it would be very important to have those searchable dropdownlists. Actually I have a field to select the country. And as you know there are many countries. And I also offer my country-list in more languages and this tends to be a problem. Because I translate it from English as main language to the other languages the alphabetic sorting changes not ( it is sorted by English). In English I have "Austria" for example and translated to German it is called "Österreich". So for this case it would be important to search through the list by keyboard entering Ö-S-T-E...

  • Navraj

    Hi Nicole

    How many votes/comments are needed to land this into Product team's radar?

  • Mathew Luby

    agreed, this would be ideal to implement as I think its key to maximising the customer experience. Especially those creating large amounts of tickets. 

  • Phil Holcombe

    The list of countries is our specific pain point. Is there any workaround, perhaps using Javascript?

  • Siobhan James

    I think this is a pretty standard feature, and even with dropdowns where there are 3 options, find it annoying that I can't quickly jump to what I want to select by simply typing what I'm looking for.

  • Jenn Tomaszewski

    We would also love this feature. We are currently trying to bring a QA process into Zendesk, which involves a drop down list with 200+ items. We're using this form for internal employees to create a ticket to do some quality check on some other work we outside of Zendesk.

    The benefit to the drop down list is that we can report on it, if it were a text field, we couldn't report on that to find common themes. 

  • IT Admin

    Our company would really like to leverage this kind of functionality for our use of the web widget. Please add!

  • Kirill Akimov

    Hi all! I also vote for this option as a list of 250 items is very inconvenient for our customers.

  • Jorge Enrique Soto Marilaf

    I would be a feature that adds great value to the customer experience in the help center, we look forward to it

  • karl_mitchell

    Unable to add a list of products to our forms for this very reason, the list is too long. A searchable dropdown field would be amazing and given how often these are now used in everyday web platforms this should be a standard for Zendesk. 

  • Richard Ly

    We would love to have this feature as well. 

    One example use case is that there are hundreds of error codes across multiple platforms. Scrolling through a list of error codes to find the one the customer is experiencing can be a time consuming process for our agents.

  • Tobias Hermanns

    Welcome 2021, please go scroll through 180 countries.

  • James John

    We would likewise adore this component. We are as of now attempting to bring a QA cycle into Zendesk, which includes a drop-down list with 200+ things. We're utilizing this structure for inside representatives to make a pass to do some quality mind some other work we outside of Zendesk.

    The advantage to the drop-down list is that we can write about it, in case it was a book field, we were unable to give an account of that to discover normal subjects.

  • John Jolly

    Confronting same issue in our executions also. We have dropdown list have more than 100+ qualities and its extremely challenging for the client to look through and select the right one.

    Zendesk item supervisory group - you ought not sit tight for getting more votes rather you really want to look how much worth add to the client and address this in the impending deliveries.

  • Chad Susa (Gravity CX - Zendesk Partner)

    +1 As a Zendesk partner I help implement Zendesk with customers. I've had a number of customers that use large amounts of values in dropdowns on end user facing forms.

    Without a searchable/type ahead feature for dropdown fields, the end user (customer) experience is poor. Often battle to create a reason why Zendesk doesn't have this feature by default especially when it's on the agent side.

    Really need this feature.

  • Niall Hickey

    I feel like this is a pretty straightforward lift.. This would hugely benefit a bunch of teams.

  • Sam

    This would be incredibly helpful. It already exists on the agent side, just not the end-user side. Dropdowns can be massive and nesting helps only to a certain extent. An additional request for this functionality is located here.

  • 加藤早織


     I am waiting for this update.

  • Jamie Noell

    In addition to adding this feature to drop downs on a Help Center form, this same feature would greatly simplify finding the right field on the criterion list in configuring an automation. Of course alphabetizing that list would be a huge help - please see similar request: https://support.zendesk.com/hc/en-us/community/posts/4405633353114-Alphabetize-custom-fields-on-Automation-config-screen

  • Jessica Sills

    We would love to see this update as well. Forcing our customers to scroll through a huge list of values is not great.

  • Anita Rajkumar

    Any roadmap for this?

    I need drop down search feature. Is there any workaround for this now?  

  • Matt Eveans

    I'd like to see this too, our support form for customers has a drop down with many options to click through, would be great to have a drop-down field that acted like a drop down, but also searchable like in the Agent dashboard


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