Why Zendesk Added Dynamic Filtering to Lookup Fields
Why did Zendesk introduce dynamic filtering for lookup fields?
Zendesk introduced dynamic filtering to enhance and personalize the way agents interact with customers by showing only relevant data in lookup relationship fields. This change was made in response to feedback from admins who wanted to surface information that directly pertains to the ticket, rather than overwhelming agents with unnecessary data.
By allowing admins to filter lookup fields by the ticket's current user, assignee, requester, and organization, Zendesk aims to increase agent efficiency and improve the overall customer service experience. This update is part of Zendesk's ongoing efforts to integrate diverse data into their platform and make it more accessible and useful for agents.
More related questions
What is dynamic filtering for lookup relationship fields in Zendesk?
Dynamic filtering allows admins to define filters on ticket lookup relationship fields, restricting the information presented to agents to only what's relevant to the ticket they're working on. This means that instead of showing all possible data,…
Do I need to take any action for the new dynamic filtering feature?
No action is required from your side for the new dynamic filtering feature. Zendesk is rolling out this feature automatically to all accounts, so you don't need to worry about any manual updates or changes. If you have any questions or need…
How does dynamic filtering improve agent efficiency in Zendesk?
Dynamic filtering improves agent efficiency by allowing them to see only the most relevant data in lookup relationship fields, reducing the time spent searching through unnecessary information. By filtering data based on the ticket's current user,…
What are lookup relationship fields in Zendesk?
Lookup relationship fields in Zendesk are used to define custom relationships between standard Zendesk objects and custom objects. These fields allow you to bring diverse data into Zendesk, enhancing the way agents interact with customers by…
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