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How to Add, Edit, Sort, Reorder, Mark Read-only and Delete Option Values From a Dropdown Field

Published on : May 13, 2022

In the dropdown field, you can perform the following operations:

  • Adding Option Value.
  • Editing Option Value.
  • Setting default Option Value.
  • Deleting Option Value.
  • Sorting Option Value Alphabetically.
  • Reordering Option Value.
  • Mark the Option Value as Read-Only.

Adding option value

When creating a dropdown field, you must include an option value. After adding a dropdown field, you can also add option values to the created field.

To add the option values for the dropdown field, follow the given steps:

  1. Click the field name or the edit icon to open the created dropdown field.
  2. Add the dropdown field’s option values and then click the Add button.

Note: If there are multiple values, use a comma to separate them.


Editing option value

For editing the dropdown option value, follow the given steps:

  1. Open the dropdown field.
  2. Click the settings icon and select the Edit option to open a textbox.
  1. Make your changes and click the highlighted icon as shown:


Setting default option value

A default value for the dropdown option can be set, such that its value can be filled by default, when a form is loaded in the agent or customer portal.

To set the default option values, follow the given steps:  

  1. Open the dropdown field.
  2. Click the Set as Default option.

Note:

  • Only one option value can be set as the default.
  • Default value is considered only to the load default value in create ticket form, add contact form, and add contact group form. Default value cannot be considered if the rest of the APIs are used, or ticket created via email.

The default dropdown option value is displayed with the tag Default. You can also remove the default option value by clicking the Remove Default button highlighted as shown:


Deleting option value

To delete the dropdown option value, follow the given steps:

  1. Open the dropdown field.
  2. Click the settings icon and select the Delete option to open a confirmation dialog box.
  3. Click the Yes, Delete button to delete the option value.

Note: The value mapped in the respective ticket is removed permanently.


Sorting option value alphabetically

To sort the dropdown option values in alphabetical order, click the Sort alphabetically button on the right.


Reordering option value

To reorder option values, follow the given steps:  

  1. Open the dropdown field.
  2. Drag and drop the option value to the desired position using the highlighted option as shown:

You can also move the option value to the top or bottom position.

To move option value to the top, follow the given steps:

  1. Open the dropdown field.
  2. Click the settings icon and select the Move to Top option.

Note: The Move to Top option cannot be shown for the first item in the dropdown option values.

To move the option value to the bottom, follow the given steps:

  • Open the dropdown field.
  • Click the settings icon and select the Move to Bottom option.

Note: The Move to Bottom option cannot be shown for the last item in the dropdown option values.


Mark the option value as read only

You have an option to mark dropdown value as read only.
To mark read-only follow the given steps:

  1. Open the dropdown field.
  2. Click the highlighted option in the image as shown:

Note:

  • Read-only option values cannot be shown in the create ticket, ticket properties, add/edit contact, or add/edit contact group forms,
  • If the mapped option value in the ticket is marked as read only, the option value cannot be removed from the mapped ticket, but it will not be listed in the dropdown field when the field is clicked for editing. (For example, you will not  use that for adding or editing, but the existing value will remain as it is.)

The read-only field is not listed in the create ticket form.

The mapped value is not removed from the dropdown field, but the read-only option value is not listed in the ticket properties.

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