How to customise the drop down field options for Customers

Hi Sunil Gaikwad - Zendesk offers custom field types, including drop downs. In Admin Center, click Objects and rules > Fields > Add field > Drop-down and then under permissions select Customers can view, which will allow you to create a drop down list of values that are visible to both agents and customers.

At this time you cannot hide a subset of drop down values to the customer within a single drop down view. A potential workaround is to create 2 separate drop downs, 1 w/ the values that are visible to customers, and 1 that is only visible to agents. 

Dependent picklist values are an important feature that is missing from Zendesk. Easily accomplished by 3rd party apps like Leafworks, but I'm disappointed that we have to pay for an additional subscription. 

Thanks for sharing this feedback Rich! I'd love to learn more. Would you be open to sharing the specific use case / example for how you use dependent pick list values or how you'd expect to use them? 

Sure! I also created a new post today that is pending approval. 

I have a custom picklist field that is called "Category" that uses nested values to select Category > Subcategory. However, we also want to track a "Resolution" field that tracks the action taken to solve the ticket. 

To do so, we create a picklist field called "Resolution". There are many values for this picklist as each category/subcategory have different potential resolutions. To make it simpler for the agent and to maintain data integrity, dependent picklist values would only display the resolution values that correspond to the "Category" value selection.

For example, selecting the subcategory "Password Reset" would mean that the only values "Manual Reset", "Provided Guidance", "Solved by User" would be displayed in the resolution picklist. If "App Issue" was selected as a subcategory, "Escalated", "Expected Behaviour", and "Provided Guidance" would be displayed in the resolution picklist.

Since only one picklist is used for resolution, reporting on this data and maintaining the picklist would be straightforward. I can't see a way to accomplish this in a reasonable way using conditional fields. 

Thanks for sharing Rich!

Have you tried creating multiple drop down custom ticket fields, e.g. Resolution custom field, Password Reset custom field, App Issue custom field, etc.?

Then using conditional tickets, you could say, if they select "password reset" value / category from "Resolution" custom field dropdown list, then surface password reset custom field w/ just the values relevant to password rest in drop down list. If they select "app issue" value / category for "Resolution" custom field, then surface app issue custom field w/ just the values relevant to the app issue. 

Hi Cathy. That would work in theory, but we would need to create a new field for each subcategory, of which there are many. The resolution picklist has many values that would be used for more than one subcategory.

Most importantly, when reporting on how many tickets were solved for each resolution, I can't imagine how I would go about pulling this information in a simple report using your suggested method.

Tickets -> Resolution 1, Resolution 2, Resolution 3,...,Resolution 25, etc. 

or

Tickets -> Resolution

Considering the fact that there are several apps that do this already, it would be nice if the functionality would instead be native to Zendesk. It could be done better and not require an additional subscription.