Nested custom fields

Title

Nested dropdowns for custom fields (Category → Sub-category)

Business problem

A customer would like to implement dependent or nested dropdowns within Trengo custom fields. The goal is that when a main category is selected (for example Restaurant or Guest), the second dropdown (Reason code) only shows the options relevant to that category.

At the moment, agents must select from a long list of 30–40 reason codes, which makes ticket classification slower and less structured. The customer expects a hierarchical structure similar to what some other helpdesk platforms offer.

Currently, Trengo custom fields do not support conditional logic or parent-child dropdown relationships, meaning dropdown options cannot dynamically change based on the selection of another field.

Wished result

The goal is to simplify ticket classification and improve agent efficiency. By structuring dropdowns hierarchically (Category → Sub-category), agents would only see the relevant options, reducing errors, speeding up ticket handling, and improving reporting accuracy.