Galen Rutledge

I am interested in having description popups for ticket fields visible for agents.

This would help when agents are using ticket fields, particularly custom ones.  It would provide some information in the interface for how ticket fields should be used and maintained.

There should also be a toggle in the settings to turn this on and off.  Perhaps one toggle for standard fields, and another for custom fields.  I imagine experienced agents would leave the popups for standard fields turned off, but leave the one for custom fields turned on during implementation, change, and onboarding.

+1 for all the great reasons already given.

I have not tested this thoroughly, but it seems I am having no success with using: 

Many thanks CJ, Thanks for your time on this,

Perhaps I could fill out some more information this issue.  Since I was told that what we are seeing is considered "expected behavior"  I left detail out.  Maybe this detail does explain why it may be expected behavior.

At this time we are interested in having a small set of legitimate customer and organization domains listed in the allowlist, and a wildcard blocklist.

We also have a forwarder from our support email address to the one allocated by Zendesk.

The Zendesk customer support rep tells us that the allowlist/blocklist is always recognizing the forwarder email address as if it were the original recipient, and since our organization domain is specifically allowed, then everything is allowed.

This is the behavior we are seeing at this time.

All the best,

After recent contact with Zendesk support, I have been told that use of a custom email address as a "Support Address" completely breaks blocklist/allowlist functionality.

Blocklist/allowlist functionality should look at the original sender for a matching domain. 

The ticketing system uses the original sender when identifying original user and domain.

I am told that the blocklist/allowlist only uses the forwarder address, which breaks compatability with a custom support address.