Feature Request: Display Standard Description of Custom Fields to Agents

Summary: We request the addition of a feature that makes the standard description of custom fields visible to agents in Zendesk. This description should be accessible via a hover tip or popup associated with a small "i" icon next to the custom field. This enhancement will help agents understand and use custom fields correctly.

Description: Currently, when creating custom fields in Zendesk, administrators can add a standard description and a customer description. The customer description is visible to end users when the field is made visible to them, but the standard description is only visible to administrators in the admin area. This limitation can lead to confusion and misuse of custom fields by agents.

Proposed Solution:

• Hover Tip or Popup: Display the standard description of custom fields to agents through a hover tip or popup. This can be implemented by adding a small "i" icon next to each custom field. When agents hover over or click the icon, the standard description should appear.
• Enhanced Agent Guidance: By making the standard description accessible to agents, they will have clear guidance on how to use each custom field, ensuring consistency and accuracy in ticket handling.

Use Case: Our organization uses several custom fields in tickets to capture specific information. Without visibility into the standard descriptions, agents often misunderstand the purpose of these fields, leading to inconsistent data entry and potential errors. Providing agents with easy access to these descriptions will improve their understanding and usage of custom fields.

Community Feedback: This feature request addresses a common pain point for many Zendesk users. Agents need clear instructions on how to use custom fields, and making the standard description visible will provide the necessary guidance.

Conclusion: Implementing this feature will enhance the usability of custom fields for agents, leading to more accurate and consistent data entry. We strongly urge Zendesk to consider this feature request to improve the overall efficiency and effectiveness of ticket management.