We have encountered an issue whereby agents will inadvertently change a number in a numeric field through scrolling and I'm curious to know if any other users have experienced the same problem and if so, how they have worked round it.
The exact scenario is that we have a numeric field where agents enter the customer account number - typically 10 digits. The field has the up/down arrows which can be used to sequentially move to the next number higher or lower.
We had noticed in reporting that the number captured was occasionally one or two out from the number it should be, which seemed odd as the agent would usually be copy and pasting it into the field from another source. After a lot of head-scratching we realised that after the agent adds the number to the field, and whilst the cursor is still in the field, they then use their mouse to scroll down the ticket property column to access another field which they need to complete. The scrolling has the impact of moving the number entered up or down and understandably the agent does not necessarily notice this is happening because they are focussed on moving to the next field.
We have raised this with our Technical Account Manager who has confirmed that this is expected behaviour and by design. We have strongly stated out case that whilst we recognise there may be use-cases for this, we believe there should be a configurable option to either (a) switch off the scrolling or (b) have a separate type of numeric field which does not have the up/down arrows or scrolling functionality. Thus far we are being told this is not something they can currently consider and are instead being offered the option to develop a custom app in the meantime to try to help by, for example, having a pop-up message to alert the agent when the number changes.
Our concern is that having the potential of a wrong number in this field may impact downstream processes, especially as we are adding automation, with significant consequences - sending an order to the wrong account for example.
If any other Freshdesk users have experienced this and consider it an issue then please say so here as the more who mention it the more likely it is that Freshdesk will address it. Equally, any suggestions for how to work round it in the meantime are appreciated.