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Nested field options should render in Messaging widget



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Bobby Koch

Zendesk Luminary

Posted Jan 30, 2025

 

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Nested fields (i.e., Pizza Toppings - Cheese::Mozzerella, Cheese::Cheddar) are a great way to route tickets in GUIDE. In messaging, the nested front-end does not work, and instead you see the values you enter in admin. This is a horrrible customer experience. 

What problem do you see this solving? (1-2 sentences) 

Feature parity. This is not a “problem” this is a must have and frankly unacceptable today. 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

Today. There are two options:

- Create a second field for nested questions (defeats the whole purpose)
- Create separate fields for your messaging experience and your web portal experience. This causes disjointed data, and is also a bad option. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Yes, I have to create separate fields and not use the ultra convenient nested fields. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Just make it work. This is not a suggestion, it's basic functionality that works in one plac eand not in another. 


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Will Poon

Zendesk Product Manager

Thank you for your feedback Bobby! 

 

I'll raise this with our internal teams and also make a log of it in our internal trackers. 

 

For anyone else that would be interested in this feature, please upvote the original message as this will help with our priority.

 

Thanks,

 

Will

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