Benefits of Using an About Field in Zendesk
Why should I use an About field in Zendesk?
Using an About field in Zendesk helps categorize customer inquiries effectively.
The About field is a custom ticket drop-down field that can contain numerous values, allowing you to categorize tickets based on what your customers are asking about. This categorization is invaluable for analyzing customer inquiries and improving your support processes. Even if your ticket volume is low, starting with a basic custom drop-down ticket field can provide useful data for future analysis.
More related questions
How do I set up an About field in Zendesk?
Setting up an About field in Zendesk is a straightforward process. To create an About field, navigate to the Admin Center, click on 'Objects and rules' in the sidebar, and then select 'Tickets > Fields'. From there, click 'Add field', choose…
How can I organize my About field with many options?
Organizing an About field with many options can be done using a folder structure. If your About field contains numerous options, you can create a folder-like structure by using double colons to separate different levels. For example, using…
How can I report on my About field in Zendesk?
Reporting on your About field in Zendesk is made easy with the Explore analytics tool. Once you've categorized your tickets using the About field, you can leverage Zendesk's Explore tool to build detailed reports. This allows you to analyze trends…
How can I ensure complete data with the About field?
Ensuring complete data with the About field involves making it a required field and using macros. To maintain consistent and complete data, consider making the About field a required field, so agents must fill it out before marking a ticket as…
How can I display the folder name in the agent workspace?
To display the folder name in the agent workspace, edit the field values to include the category name. By editing the field values to include the category name, such as 'Billing::Billing/Payment', the field will display as 'Billing/Payment'. This…
Can I create triggers based on the folder name in Zendesk?
Creating triggers based on the folder name requires listing each folder option as a condition. Unfortunately, triggers in Zendesk cannot directly use the folder name. Instead, you need to list each folder option as a condition using the 'Meet any…
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