I’m trying to re-create the ticket classification options we have in our current system in Zendesk.
The current system will display up to 3 options to the agents, e.g.
After you have selected Product, then the list of Issues is filtered to only show those for the selected Product.
After you select Issue, it there are sub issue options for it, then the list of Sub Issues is displayed and filtered to only show those for the selected Product and selected Issue.
We currently have 30 Products in the dropdown, 390 Issues and 159 Sub Issues.
What is the best way to do something similar in Zendesk?
I have experimented with one giant, nested drop-down "Category" field, but can see that getting very unwieldy to manage. We also don’t like that as once selected, they only show the final value, not the “breadcrumb” of selected options so you can’t really see what’s been fully selected.
Would creating multiple custom drop down fields of Issues for each Product and conditionally showing the right dropdown field be a good thing to do, or bad for performance/reporting? We would also have to create multiple Sub Issue dropdowns for each Product/Issue combination that needs it and conditionally show that as well.
Thanks for any advice,
Please sign in to leave a comment.