Feature Request Summary:
On the Agent Workspace (and potentially End-User interface), it would be great to have collapsible Field Groups on a Ticket Form. Each Field Group would be a collection of Ticket Fields on a Ticket Form that could be collapsed as necessary.
As part of this feature, particular Field Groups could be created and added to multiple to Ticket Forms.
Fields Groups should have conditional logic, similar to Ticket Fields - if Field A = Option X, display the conditional Field Group.
Field Groups should also have logic that would prevent them from being collapsible based on Agent Role.
(This feature could extend to the User and Organisation objects as well.)
Description/Use Cases:
Some Ticket Forms are highly complex having a large number of fields, that once complete do not need to be visible at all times.
For example, on our Ticket Forms, we effectively have 3 groupings on our Ticket Forms:
- Ticket Fields completed by End-Users on ticket submission
- Fields that port data from the Organisation level / Channel ticket was logged on (for assisting Agents when they triage tickets)
- Internal ticket data used for reporting and deeper understanding on key information about a ticket
Having the ability to have a collapsible Field Group with a heading, would help Agents understand the types of data on a Ticket Form.
In another circumstance, we have a complex and long Ticket Form, with lots of internal data that is required for the types of requests one of our teams handle (managing payment disputes). As part of this flow, they have multiple fields related to individual groupings of data. Once filled in, this data does not necessarily need to be reviewed any further. Having the ability to collapse these sections would increase readability on the Ticket Form.
Business impact of limitation or missing feature:
This is of moderate impact to our business. It would improve readibility and efficiency for our team members, when triaging / reviewing a ticket.
Other necessary information or resources:
I refer to Hubspot's object Property Groupings. This allows you to create a grouping of properties (fields), that can be collapsed on different object types, including Organisation, User and Ticket data.
See below image for reference - the About this contact and Website Activity are sections that can collapse.
