Hi Explore team,
With the new introduction of custom fields, we've been busy working on our reports.
One gripe at the moment is that our custom field values for dropdown fields are being shown by their tag values, instead of the value visible to the agent or user.
This will cause much confusion for other users who are not familiar with the fact that tags are behind the drop down options. They are accustomed to be being able to select and filter on the same values they see in the ticket form in the agent interface. Here's an example.
These should just read: Setup::Products, Setup::Other and Store syncing. They're much more human readable.
Only displaying the tag value also makes it difficult to use Explore for preparing charts for slides, as much effort is required to 'tidy' the value name from the tag name to the human readable name.It's a shame, because Explore's visuals are SO MUCH better than insight's!
Please bring the option to display field values by label and not tag, similar to how inSights currently handles this. Perhaps it could be an option in the chart configuration to switch between tag & label display?
Thanks for considering!