Custom fields have arrived. If you have lacked the ability to add a custom descriptive property to a ticket, that being an impact category, a custom priority, a purchase type, a computer model, etc., you now can.

From the MANAGE tab select the new menu item "Ticket fields". Here you can define custom ticket fields that are displayed as dropdowns on the ticket page and, when defined, on the request form in the end-user portal. See example below with two custom ticket fields defined. In the end-user portal you can append a description to each custom field.

Not surprisingly custom fields have been constructed around tags. You define a custom field by a title and an a set of options to be displayed in the dropdown box. Each option is defined by a tag, that, when selected, will be applied to the relevant ticket. See example below with the options from the "Issue type" field from the above example.

The advantage of employing custom ticket properties as tags is that all the workflow and functionality that currently support tags will continue work with custom field ticket properties because they're built on tags.

As always we appreciate your feedback to new Zendesk features. Either by posting in the Feature Request forum, or by replying to this thread.