Ever wonder what the best use of the “About” ticket field might be for your organization? The beauty of a custom ticket field is that the sky can be the limit. But sometimes that can be overwhelming. When the About field is set correctly, it allows you to categorize the topics your customers are asking questions about. This, in turn, can help speed up ticket triaging and assignment, and allows you to build reports that provide insight into the issues your customers are facing—insight that leads to better documentation, training, processes, or to actual product enhancements. The sky really is the limit, but it’s important to think through what you want to achieve with the About field, and how you’ll keep the options from becoming unwieldy.
At Zendesk, we began using the About field back in 2010 and today several teams rely on and use the field for a variety of purposes that include reporting, routing, escalation, or to trigger notifications. And today, we have no less than 321 options to select from.
Earlier this week, as part of our ongoing Zendesk on Zendesk series discussions, I delved into our use of the About field including how we set up the field, our process for managing it, the types of business rules that are associated with it, and how we report on the field. We’re always looking to optimize our own use of the field, too, and our Tier 2 team is currently looking at how we can reword and restructure our field values so they’re more intuitive and more efficient.
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