Let me start by saying that we love the new Ticket Fields admin page! It's a huge leap forward from the previous experience, and our favorite new feature is the drag and drop reorder of dropdown field values.
That said, we operate a multi-lingual Zendesk, and one of the pain points we have experienced until this point is that when Dynamic Content is used in a ticket field title, or dropdown values, the DC placeholder is displayed instead of the actual content. This creates two kinds of challenges (one of which is a new challenge unique to this enhanced ticket fields admin experience):
- When scrolling our list of ticket fields, we see DC placeholders instead of the values that an agent with language preferences similar to the admin's would see. To us, it makes sense to display the DC value, resulting in displaying the ticket field in the chosen language instead of showing a placeholder.*
- When previewing ticket fields on a form (a new feature that we also love), the double colon::folder feature doesn't properly replicate our folder structure, since the ticket field values show DC content. As a result, the preview function isn't practical in the case of most of our ticket fields.
I wanted to submit these for your consideration while you're watching adoption and user feedback on the release. I hope it's something you can cook up support for in multilingual Zendesk situations.
*I recognize that there is value in being able to tell whether DC is being used in a field title or field values (in fact, it is highly important to our workflow to know where DC has not yet been applied on our ticket fields, and other system fields). Perhaps there should be a separate visual indicator on the title / value indicating whether the string being displayed is a regular string or whether it is interpreted dynamic content.
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