Hello!
Something that our company has been missing when making the switch from Salesforce Cases to Zendesk Tickets is the ability to add custom sections. It would be helpful to customize the ticket forms in Zendesk to better aid in Agent workflow. Basic functionality would include the ability to create segments and label them.
These lines/segments are generated by Zendesk but it would be helpful to be able to create them and label them. Allowing multiple ticket fields to exist in a segment.
Accepted
Create custom sections in ticket forms
I've added my vote to this feature request. We've now added conditional fields to our ticket form and to be able to label sections of the form would be hugely beneficial to the user experience for our agents.
Thanks, Karl. We'll continue collecting votes and comments on this idea to gauge interest and the level of need.
This would also be very helpful to our business situation, please consider this request. One would think that this kind of feature would already be implemented.
Thanks
I would like this for my agents as well, especially when the life of the ticket is broken up into sections. Or to be able to create sections on the ticket for different departments.
Agree this feature would be great.
Some of our Forms are quite lengthy and to be able to break up sections with headings would make it easier on the eye for our end-users. To also be able to have a small note under the heading would allow us to provide some additional information to our customers. Such as to explain why this information is being collected.
+1 Agree
Hey everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
+1 AGREE TO HAVE!
Would love this moving from Google Forms where we had sections broken out to help with the flow.
I agree. Being able to add headings, instructions, information, etc. would be really helpful, especially when using checkboxes. For example, I would love to be able to say something like:
Select the equipment you are requesting:
- Keyboard
- Mouse
- Headset
Or something like that. I have more complex versions of that scenario, and I end up having to make the names and titles longer to specify the question or topic the checkbox responses are related to.
Also, being able to group fields into sections and then add, move, and reuse entire sections would save a lot of time and be so much easier!
It looks like this was requested nearly 8 years ago… any update on adoption/implementation??? 🤞🙏🙏🙏
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Thank you for taking the time to provide us with this feedback!
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.