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Feature request - Dynamic, linked form fields
Posted Oct 06, 2023
As a support agent I need to be able to choose an option from a drop-down list that is linked to a secondary list that shows only related options. Currently, there’s no way to link a list with another list and this means having a single secondary list which is very long in order to cover every option in the primary list.
In our support process agents have to choose values in 2 form fields that exist in a 2 level space (think ‘category’ and its related ‘close code’). Each item in the primary list has a limited number of related values in the secondary space, and so ideally choosing an item from the primary list will allow agents to choose the secondary from a reduced list, but it isn’t currently possible.
It’s a problem for us every day, each time we solve a ticket. This is because each ticket needs to have both form fields filled out but it is currently very easy for agents to submit a wrong combination as there’s no input validation available either.
We have a (very poor) workaround in place: duplicating the label from the primary field into the secondary level, thus making the possibility of mismatched categories even worse.
The ideal solution would be something like this: for each item in a list, allow an administrator to designate a related list of options that will show in a secondary list when the primary option is chosen.
eg:
- choose A in the first list, options 1,2,3 show up in the 2nd list.
- choose B in the first list, options 4,5,6 show up in the 2nd list.
2
5 comments
Graham D Robson
Hi Justin,
This isn't possible with native Zendesk, but it is possible with our Formset App, available from the Zendesk Marketplace.
Here is a simple example. A master list of O/S is subsetted into only exposing valid option values from a driving field selection.
Feel free to take out a FREE 30 day trial and, of course, reach out to us at support@cloudset.net.
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Milena Rusanova
+1 for this feature!
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Shawna James
For future reference, I want to point you in the direction of our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate in the future if you could utilize the template.
For others who may be interested in this feature request, please continue to add your support by upvoting this post and/or adding your use case to the the comments below. Thank you again!
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Justin Victor
Thanks for responding Shawna James
I did indeed use the product feedback template. I crafted each paragraph above using the categories you gave and then removed the titles, but the content answers each of the questions in the template
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Shawna James
Hey Justin, thanks for letting me know! I appreciate you using the form.
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