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More ticket fields options

Related products:Freshdesk
  • Aug 21, 2023 10:00 AM UTC
  • 3 replies
  • 102 views
Paul Delafosse
Apprentice
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Hello community and team,

We are a Freshdesk partner in France, and we integrate the solution for multiple customers from small to large accounts.

My request concerns the ticket fields: 
There is a limit of 20 fields in the same category (checkbox, drop-down menu, etc...), and this is very problematic in cases where we have a long multiple-choice list, and we need to use checkboxes.
We also find it regrettable that there are no MULTI CHOICE drop-down menu fields.
This is very disadvantageous for us and our customers, and this kind of feature, present in some competitors, can be a lever for losing users.

 

Thank you very much for taking care of our demand.

 

3 replies

e.c.kane
Skilled Expert
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  • e.c.kane
  • Skilled Expert
  • Sep 13, 2023 1:18 PM UTC

Yep, still puzzled by not having multi select. Clearly the functionality is within the platform to some degree as you can multiselect filters for creating views and reports. 

JCMLI1973
Skilled Expert
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  • JCMLI1973
  • Skilled Expert
  • Sep 15, 2023 9:28 AM UTC

This is such a major issue for our company that we are seeking an altnerative solution after many attempts at trying to create multiple ticket forms. We have maxed out our ticket field limits and trying to find workarounds to a multi select option is puzzling. I wondered if there was any customisation available ? ITS SO FRUSTRATING!  I also have about 30 forms and its impossible to see now where all the various ticket fields are used. Freshdesk agent told me you can hover over a ticket field to see which forms it is used on and then when I challenged this they said its not true. I continue to be disappointed by this poor ticket field/form functionality. 

Kamakshi
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  • Kamakshi
  • Former Community Manager
  • Sep 18, 2023 10:44 AM UTC

Hello @JCMLI1973 

We appreciate you for bringing up your concerns and feature requests here. We are actively working on improving the Ideas section, which is currently a work in progress. Rest assured, your requests will be assessed by our Product team. We will update the status, as we get notified. 

Thanks !

Freshworks Community Manager
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