Displaying Folder Names in Zendesk Agent Workspace
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 method helps agents easily identify the main topic without affecting the associated tags, reporting, or triggers.
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…
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….
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…
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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