Agents always choose wrong ticket field values, for example, when the Region is EMEA, then the country code should be DE or other country codes from EMEA. Once our agents choose EMEA region, country code belongs to APAC, then the notification box will pop up on the upper-right side on ZenDesk.
The internal API courses are not enough...
There's a new feature coming (wish I could remember what it's called) that's similar to conditional fields. Once a value is selected (i.e. EMEA) you then get a list to choose from for a related field. You could then limit what the agents choose.
We organized our drop-down list so the agent's selection options were obvious. This seemed to have solved a similar issue we had.
Thank you Lou
did you know the name of the feature? I tried to use the "Ticket Field Manager" on ZenDesk, but it has some shortcomings.
thanks~
thank you Melody Quinn
yes, this' s also a way for us to categorize these tickets values, but agents still choose wrong values. we want to limit these values for different groups or Using API to send pop-up notification on the upper-right side of zendesk.
thanks for your advice~
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