You can add custom fields to tickets and they can be visible to agents only or to both agents and end-users. Your visible custom fields appear on your tickets in Zendesk, on the support request form in the Web portal, and in the Feedback Tab.
Custom ticket fields are typically used to gather more information about the support issue or product or service. For example, you may want your customers to also select the model name and number of your product or provide you with some demographic information.
Custom ticket fields can be required or optional. You can make them required just for agents or for both end-users and agents.
You can create the following types of custom fields:
Enter a text field title and the field title that is displayed to end-users. What you enter into the first will be copied into the second but you can modify the end-user facing title if you like.
Set the availability of the custom field. It can be displayed to agents only or to both agents and end-users. You can also make it a required field. Set the following options as needed:
For agents: Required Select this if the field is required for the ticket to be solved.
For end-users: Visible Select this option if end-users should see the field as a ticket property when they sign in to your Zendesk and view a ticket.
For end-users: Editable Select this option to include the custom field on the request form. This option appears if you select the For end-users: Visible checkbox.
For end-users: Required Select this option if end-users should be required to fill out the field before they submit the ticket. This option appears if you select both the For end-users: Visible and For end-users: Editable checkboxes.
Community tip! Tal shows how to hide specific ticket fields from a group of agents. Check it out in our community forums!
Click Add Field.
Custom ticket fields, tags, and business rules
The drop-down list and checkbox custom ticket fields can add tags to tickets that can be used in your business rules.
With drop-down fields, Zendesk automatically generates tags as you enter field options for your custom field. You can modify the automatically generated tags by editing the Tag field. You must have a tag for each field option.
With checkbox fields, you have the option of associating a tag with the field.
These tags can be used as needed in your business rules. For example, you might use the tag to automatically assign the ticket to a specific support group. For an example of how to use tags in business rules, see Using tags in macros, triggers, and automations.
The custom fields are also available as conditions and actions in business rules, which means that you can directly access the custom fields in your business rules rather than having to access them using the Tags action or condition. However, with this option, you can only use one custom field and answer in each business rule. For example, you can return tickets with HD-2000 in your model number drop-down custom field, but not with either HD-2000 or HD-3000.
Community tip! John shows how to auto-populate custom ticket fields based on tags for richer reporting with Advanced Analytics. Check it out in our community forums!
Custom ticket fields and views
After creating a custom ticket field, you can add it to your views. For example, suppose you create a custom field to let users select one of your product lines. After adding the custom field as a column in a view, you can sort the tickets by product line by clicking the column's heading. For more information on views, see Using views to manage ticket workflow in the Agent Guide. To add fields to your views, see Setting formatting options in the article.
The sort order of custom-field columns in views is by the underlying tags used for the custom field. For example, if you sort the tickets by ascending order, the order is by the alphabetical order of the field's tags, not its titles.
For example, suppose you create a custom drop-down menu with the following product lines:
Photography (tag: photography)
Video (tag: audiovisual)
Medical (tag: endoscopy)
If you add the field to a view and sort by ascending order, the tickets would be grouped and ordered as follows:
Video tickets (tag: audiovisual)
Medical tickets (tag: endoscopy)
Photography tickets (tag: photography)
If you want to list your photography tickets at the top of the view, click the column heading again to sort by descending order.
Understanding the persistence of custom field data
If you delete a custom field from Zendesk, the data from the custom field is not preserved in existing tickets, including closed tickets. The data is preserved only if the custom field also adds a tag to a ticket. The two custom fields that add tags are the drop-down list and the checkbox. If you delete one of these custom fields, then the data in tickets persist as tags.
For example, suppose you have a drop-down list in your ticket form to associate tickets with different product names. After a while, a decision is made to stop providing support for one of the products. If you remove the product from the drop-down list, the product name persists in existing tickets as a tag. If however you use a text field to record a product ID and you delete the text field, the product ID is not preserved in your tickets.