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

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.