Reorder ticket form fields

完了

102 コメント

  • 正式なコメント
    Kiran Max Weber
    コメントアクション Permalink

    👋🏻 all!

    I'm happy to report that this feature - the ability to place custom fields above system fields - has been released!

  • Kiran Max Weber
    コメントアクション Permalink

    👋🏻 everyone! I'm Kiran, a 7 year Zendeskian (Strategic Account Manager and Principal Presales Consultant) but only 8 month old Product Manager.

    Jessie, Nicole, and I really appreciate your patience on this item. I know it’s frustrating when you really need something and it doesn’t materialize. I'm sorry that I didn't communicate to the Community Team that my team has been actively working on this.

    Delays in developments happen because something is really complex to implement, or it doesn’t align with our objectives at the moment, or it’s been de-prioritized because something emergent has come up.

    This time, though, it was actually a case of humans being humans. We’ve had a lot of personnel changes on the Product Team - me being one of them! - and in the course of all that, communication on this particular item unfortunately fell through the cracks. We try not to let that happen, but transitioning team members can get complicated. I’m sure you all can relate!

    You’re all correct, though. This was a relatively quick and easy build, so I’m happy to report that I’ve been able to get this item pretty close to finished. Here's a sneak peak:

    The feature is currently in QA. We hope to release this feature - part of a larger Ticket Fields overhaul; exciting! - at the end of the month, but we can’t predict what will happen in QA. I'll be back with another update the closer we get to release.

    Many thanks for everyone's continued patience!

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  • Rich Lorenzo
    コメントアクション Permalink

    I can understand why system fields can't be deleted but why oh why was their order made static and unchangeable? Something as simple as the order of the fields in the form should not be causing us grief.

    Interestingly, I found a help center where it appears they were able to put a product related (custom) dropdown field in between the email "Your email address" and "Subject" system fields. This makes me think there might be some kind of workaround...there must be, how else did they do it?

    http://support.showingsuite.com/hc/en-us/requests/new

    3
  • Ashish Sharma
    コメントアクション Permalink

    I agree with Andrew Lippert. Five years, 109 upvotes, and 85 comments later (excluding the last gif), and all we have is a "No promises that it'll get built yet, but we'll keep you posted!" comment that has the same value as it would have if the update were provided when this thread was first created. The forums here dont work as we rarely get any useful updates, and the features that are developed rarely make it through in a timely fashion. This thread may as well be closed off, along with the hundreds of others in a similar position that are dying a slow and needless death, which makes me question why Zendesk have forums at all. What Zendesk need is an SLA to review requests (ie within 3 business days of being posted), provide an initial response back to each thread (eg within 10 business days of being posted), an SLA for regular updates (eg once every 4-6 weeks), and an SLA on the decision making process (ie, is the feature on the product roadmap or not - eg within 3 months of being posted), and what the delivery ETA is. That would definitely increase my confidence in the forums and encourage me to post ideas.

    3
  • Freddie Bruce
    コメントアクション Permalink

    Thanks Nicole for the detailed explanation and I admire your efforts. However, the fact remains that quite basic functionality, such as this request, shouldn't take years to implement. I expect there is a long list of features to implement, and generally the high-value features get chosen, so you can blog about how awesome Zendesk is to potential customers. It seems few companies spend time consolidating their software or accommodating existing customers' requests, and Zendesk is no exception. The only solutions offered are improvised, hacky workarounds which our developers would rather not use.

    All in all, the carrot and stick approach leaves everyone pretty miffed, any day of the week. If votes and comments are needed to make this happen, then let's get on with it!

    We demand the ability to reorder ticket form fields!

     

    3
  • Andrew Lippert
    コメントアクション Permalink

    +1 The point here is that ALL fields ought be orderable. That system fields are required to be first in the sequence is just a poor implementation. Please fix this bug ASAP.

    2
  • Ashish Sharma
    コメントアクション Permalink

    This is what I really dislike about this whole process. You can upvote as much as you want, and either you get a generic response that provides you no real information, or no-one from Zendesk ever responds. This is such a useful thing to have, and as many have expressed, its amazing that Zendesk doesnt have it, even after this was requested 4 years ago!

    2
  • Nicole - Community Manager
    コメントアクション Permalink

    Hey Ashish - 

    Thanks for your feedback. We have actually implemented several processes similar to what you suggested in your post: 

    What Zendesk need is an SLA to review requests (ie within 3 business days of being posted), provide an initial response back to each thread (eg within 10 business days of being posted),

    I actually review all of them every week day in the U.S., and respond where I can - i.e. when we know something is or isn't going to be built, I'll respond right away. With around 200 new posts weekly in Product Feedback alone, it's unrealistic for us to respond to every single new request with an answer. I usually try to thank people for their feedback or ask follow-up questions with the new ones. 

    Once they've reached a significant number of votes or comments, I'll take the threads to Product Feedback for consideration and a response about whether or not it's something they're looking at/planning on/would be interested to learn more about. Then I'll bring that news back, or, sometimes, the PM will decide to respond themselves. 

    SLA for regular updates (eg once every 4-6 weeks), and an SLA on the decision making process (ie, is the feature on the product roadmap or not - eg within 3 months of being posted),

    We've asked for a minimum of quarterly updates. Products don't get built quite that fast, and there would often not be any new news in a 4-week time frame. The decision making process also doesn't change quite that frequently, and our decisions are based more on how many users need something, not how long it's been since the first request. So we do have a threshold for when we update a thread, it's just more participation based and less time based. 

    ...and what the delivery ETA is.

    We are no longer sharing specific ETAs. We'll share general timeframes where we can, with the caveat that it can always change and is not a guarantee. 

    We're also working to improve the culture of the Zendesk Community. To that end, we've written and shared new Community Guidelines, as well as guidelines for what makes a good feedback post. We will remove any post that is harassing, abusive, mean or that does not contribute to the conversation. While constructive criticism is welcome, disparaging remarks about the company, it's employees, our partners, or other users will be removed. 

    To give you a little history, when the forums were started, no one person managed them. The company was small, and most of the product managers and sometimes even our CEO jumped in to respond. As you can imagine, as we've grown, this process didn't scale. But it took a little while to realize that. 

    For the last several years, everything except for the product feedback topic was managed by one of our Community Managers. Product Feedback was left to the product teams, and some of our product managers have been awesome about updates, others had too much on their plate or not enough guidance in how to manage a community forum. In many cases when one PM left, their replacement didn't necessarily carry the torch of responding to Community threads. 

    This led to a lot of miscommunication or lack of communication. There was an idea for a long time that we should never delete or close anything. So you have threads that have gone on and on without any updates for a long time.

    I joined the team a year ago and jumped in to Product Feedback in August. I've been working with the Product Teams as well as our Voice of the Customer program on how we can improve things to make this a better experience for our customers and an easier thing for our Product teams to participate in. Hence the processes outlined above, in addition to several others. 

    We do, however, have thousands of threads to sort through. We'll be archiving the ones that haven't gotten any traction or been active in over a year. We'll also be working on merging conversations where there are duplicate threads, and updating the long-standing ones.  When we can, we'll also close threads if we can either say for certain that we aren't going to do something, or because we've rolled out the thing you've requested. 

     

    I know it's been frustrating. I'm sorry about that. But we're trying to make it better.

    And as for this request, the product team is looking into it. I can't say yet what they'll decide, but it's still open because it's something they're actively considering. I don't know when they'll make a decision, but I promise to keep you all posted along the way. 

    2
  • Jon Thorne
    コメントアクション Permalink

    It's good to hear about the efforts being made - thanks Nicole. Overall I've got to agree with Ashish, though, that the forums feel like a waste of time. It's a default place to be sent when the answer is 'no' from support so that they don't have to deal with the problem itself: "that's a great idea, raise it in the forums" (and then I can get on with questions I can answer). I've posted in the forum too many times with no effect whatsoever in almost any case...so now my default response is that I don't see the point. Sorry for the blunt feedback, but I imagine that's how many others feel, too.

    2
  • Chris Gunton
    コメントアクション Permalink

    I hate to jump on this kind of bandwagon, but I have to agree.

    This is one of the most requested features, and has been for a long time.

    We demand the ability to reorder ticket form fields!

     

    (I'd also like to be able to request title/salutation first name, surname, as not all business are hip enough to address their customers first name only)

    2
  • Stephen Belleau
    コメントアクション Permalink

    Kiran for president!! (and Jessie, Nicole and team) :D

    2
  • Gerard Millar
    コメントアクション Permalink

    I have to third this - we would really like a custom field being the first field for our business operations.

    1
  • Diane Albert
    コメントアクション Permalink

    Our issue is similar - we are using the Ticket Forms feature to collect specific custom data, such as the number of photos a person submitted or the type of photos.  We have a checkbox field and a qty (numeric) field.  The two of these would certainly fit on a single line, but we aren't able to customize that much.

    So there is a lot of wasted space on the left side of my form (this is viewing the ticket from the agent, not filling it out from the customer) and we end up scrolling a LOT to see all this data.

    Diane

    1
  • Jay Johnston
    コメントアクション Permalink

    I would like this feature.  Also, the initial Email field is nowhere to be found on the Ticket Forms page.  That should be at least visible, since it's on the form.  What I'm trying to do is add a custom field to have the user re-enter the email, but in the current setup, I have to have that at the bottom of the form.  I'd like both my email fields next to each other.  I'll throw together an image of what I'd like to be able to do... see how far apart these fields are?  It breaks the flow.  Thanks!

    1
  • Basman Hanna
    コメントアクション Permalink

    Our customers are relying on the feature to have fields re-ordered.  They are transitioning from another application that allowed this feature.  It's difficult to make the case for Zendesk to grow if they aren't able to customize their form. 

     

    1
  • Tim Clegg
    コメントアクション Permalink

    +1 - asking our customers for the "leading" (background/routing) information prior to entering in the text for their request is a logical solution and feel.  Very awkward, having the description fixed at the top of the form.  Please offer the ability to re-sort these system fields on our ticket forms!

    1
  • Jason Tuck
    コメントアクション Permalink

    This is ridiculous that upgrading breaks ticket field reordering... Makes me regret purchasing a better plan.

    1
  • Tay Kruizinga
    コメントアクション Permalink

    +1 Any word from a Zendesk rep on whether this is on the roadmap? 

    1
  • 髙橋
    コメントアクション Permalink

     Rich Lorenzo 

    ..there must be, how else did they do it?

     

    It looks like this depends on your zendesk plan. I was told from a zendesk support agent that you can't reorder custom fields but you can create multiple request forms if you are an Enterprise plan user. While plus plan, you can create only one request form but you will be able to reorder a custom field. 

     

    This doesn't make a lot of sense to me. Because plus plan is cheaper. I hope they will implement this in the near future.

     

     

     

     

     

    1
  • Andrew Lippert
    コメントアクション Permalink

    Now 2 years old with no change to the functionality. We are paying WAY too much for WAY too little. This arbitrary decision has no engineering basis other than convenience for the ZD developers (loop through required fields first, then loop through custom user fields - meh!). End result? An ABYSMAL user interface for ticket creation with any customization involved - at all. I'd love to see the leaderboard of requested functionality as this particular issue, languishing for two years, given it is a functional regression, is not appropriate.

    1
  • Daniel Oakley
    コメントアクション Permalink

    This is required for our ticket forms. It would be very nice if Zendesk allowed this natively instead of having to resort to Javascript (or even did something like, if you reorder a custom field before a system field, it just reordered them automatically on page load with some generated javascript, rather than us having to write JS ourselves).

    1
  • Gasper Jubani
    コメントアクション Permalink

    Adding my 2 cents. All system fields need to be editable to us. If the current field arrangement works for Zendesk doesn't mean it works for us. If you are forcing us to use your standards then don't charge for the product.

    1
  • Stephen Belleau
    コメントアクション Permalink

    Well said, Gasper. There are many features we've encountered that are forced without the option to disable or customize. Might work for Zendesk's operations but not all businesses are the same. We are hoping they can focus on making their platform more flexible and scaleable and enterprise-ready.

    1
  • Freddie Bruce
    コメントアクション Permalink

    +1 from me as well. This feature should be a no-brainer and it's remarkable it's not available for such an expensive product. Hacky workarounds really don't cut the mustard, but sadly they seem to be Zendesk's answer for all missing features...

     

    Keep bumping this thread!

    1
  • Chris Gunton
    コメントアクション Permalink

    We are also eagerly awaiting an update!

    1
  • Amy Wilkins
    コメントアクション Permalink

    I can't believe that after 4 years there still hasn't been any movement on this! We need to be able to fully customise the order of all fields in all ticket forms, including system fields.

    1
  • Nicole - Community Manager
    コメントアクション Permalink

    Hi all - 

    Just got word from the Product Manager for this area today. The ability to customize/reorder form fields is definitely on the radar. They're working out the plan for how to make it possible. However, it's not just a simple change to the admin interface - things will need to be developed and in some areas taken apart and rebuilt in multiple areas of Support and Guide to get it all to work, so it's going to take some time. 

    I'll check back in with another update toward the end of Q1, unless something changes that enables the project to move along more quickly before then. In the meantime, you're welcome to continue voting and sharing use-cases. Thanks as always for your feedback and participation! 

    1
  • Rudolph
    コメントアクション Permalink

    Definitely looking forward to seeing this change!

    1

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