Forums/Documentation/Tickets and channels

Adding and using custom ticket fields

Anton de Young
posted this on October 27, 2011 10:59

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.

Topics covered in this article:

Note: You can also add custom fields to users (see Adding custom fields to users) and organizations (see Adding custom fields to organizations).

How custom ticket fields work

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:
  • Drop-down list
  • Text
  • Multi-line text
  • Numeric
  • Decimal
  • Checkbox
  • Regular expression

The drop-down list and checkbox custom fields generate tags that can also be used in automations, macros, triggers, reports, and views (see Custom ticket fields and business rules). All custom fields can be referenced as placeholders (see Placeholders for custom fields).

Adding a custom ticket field

Only administrators can add custom fields.

To add a custom field
  1. Click the Admin icon () in the sidebar, then select Manage > Ticket Fields.
    Zendesk Classic: Select the Manage menu, then select Ticket Fields.
  2. Clickadd custom field.
  3. Select one of the custom field types.

    For more information about the field types, see About custom field types

    If you are adding a drop-down list, you can have up to six levels of organization (see Organizing drop-down list options).

  4. 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.
  5. 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!

  6. 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:

  1. Video tickets (tag: audiovisual)
  2. Medical tickets (tag: endoscopy)
  3. 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.

 

Comments

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Hajo Rappe

Is it possible to preselect a checkbox (value="checked") or preselect a dropdown field?

November 21, 2011 03:59
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Jill Kaselitz
Zendesk

Hi Hajo,

Please send us further information to support@zendesk.com. We will gladly look into this further for you. 

November 23, 2011 09:57
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Damian Clyde
48months

Hi,

When trying to add a drop down list I have no options under 'field options'.  Can anyone help?

Thanks

November 29, 2011 04:45
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Anton de Young
Zendesk

Damian, 

Please open a support request. You should be able to see the field options. 

November 29, 2011 16:30
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Mandy Singh

What if we want to request ( as hidden variables ) additional info from the users computer - like browser, os, screen resolution, etc which are all possible through some simple custom js code, how can we do that ?

 

We often get complaints from users about bugs we can't reproduce and this info is vital for us to debug.

December 14, 2011 23:40
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Jill Kaselitz
Zendesk

Hi Mandy,

Within your tickets you can select the 'all events and notifications' link to see what browser and os your user submitted the ticket with. If you need help with gathering additional data from your users, please send us an email to support@zendesk.com.

December 16, 2011 10:06
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Sarah Mead
thoughtworks

Is it possible to add a custom drop down field which will only appear if a custom checkbox field has been ticked.

Eg: Do you Require Local Support? If checked then a field of local offices appears (but it's not visible unless the checkbox is ticked)

Thanks

Sarah

January 12, 2012 07:35
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Priscila Dias

Response to Sarah Mead's comment:

That would be a great feature. It didnt seem possible when I first created this but this would be wicked cool! Maybe our Zendesk Gurus can do some magic?! =)

January 12, 2012 08:01
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Jill Kaselitz
Zendesk

Hi Sarah and Priscila,

While we don't offer the functionality you're looking for at this time (e.g., conditional ticket fields), we are looking into this for future development.  If you're interested and have the resources, you might use this custom JavaScript code as a guideline to build conditional fields into your Zendesk (https://support.zendesk.com/entries/51926-conditional-fields)

January 12, 2012 13:43
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Tube Toolbox

Is it possible to create different "types" of tickets?

For example, when submitting a Ticket about a problem in one area of our software, we want people to provide custom fields A, B, C. But if they are submitting a Ticket about a problem in another area of the software, we want to add custom fields X, Y, Z.

Basically, it looks like Custom fields apply to every ticket created. Is it possible to create different sets of custom fields that are displayed based on a parameter in the URL or something like that?

Thanks

February 13, 2012 21:57
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Stef

I quote @Tube Toolbox, as we are loking for the same feature!

Further, I wanted to ask, how I can translate the ticket fields (and thus the categories and subcategories I created) in other languages.

So that if a customer is E-speaker he gets something like:

* Category -> Product -> Purchase

While if he speaks German he gets  something like:

* Klasse -> Produkt -> Kauf

I tried to create a dynamic content and paste the code, but that didn't work... ;-)

Thank you!

May 21, 2012 08:41
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Anton de Young
Zendesk

Tube Toolbox and Stef, 

About showing different custom fields, check out this article

May 21, 2012 09:39
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Stef

Thx Anton. But what about the different languages? Sorry, I'm a newbie.

May 22, 2012 02:08
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Jason Tan

So only custom fields that use tags (selects, checkboxes, etc.) can be filtered in a view?  Will it ever be possible to filter on a numeric custom field?

May 23, 2012 11:38
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Anthony Nguyen

Is there an easy way to change the custom ticket field type after it was created?  I want to change from numeric type to text.

June 18, 2012 13:26
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Julian T. Peebles
coupa

Is there a way to create custom fields or user groups that would allow you to restrict access to certain ticket functions/editing capabilities?  For example if i want to have Agent Group A and Agent Group B with certain access levels.

June 27, 2012 11:36
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Hazel Wilson

Is it possible when adding field options for a drop down that a default be selected that would then be automatically applied to new tickets; a global default option would be great, a default per user even better?

August 05, 2012 07:32
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Cactus Craig ™

How about leaving empty fields off an email?

ie: [if {{ticket.ticket_field_21520366}} then "Category: {{ticket.ticket_field_21520366}}] will only appear if it is not null/empty.

August 22, 2012 13:18
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Scott

Hi!

I have a question. In the custom ticket field (Checkbox) that we have created. I wanted to make it so that it marks the users entire account. Not just that specific ticket that they sent in.

For example, I want to use this box in order for me to mark users that are VIP's. Whenever the user sends another ticket there is some way to know that he/she is a VIP. Something like the VIP box is already checked in every ticket they have and start or they automatically get a tag of VIP on every ticket they send. 

Sorry if it sounds confusing, please let me know if you need any further information from me on this. Thanks!

-Scott

August 22, 2012 16:44
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Veerabhadraiah as

Hi There. 

I have a requirement that, i need to add some custom ticket fields, and i need to attach some java script code to the field, so that whenever the feedback tab gets loaded and the custom fields gets loaded with some calculated values.

How can i achieve this?

September 14, 2012 02:21
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Ellen

Hi all

Is there a way to make a custom field editable so that the end-user can edit it numerous times AFTER they have submitted the ticket?

Thanks

October 22, 2012 17:10
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Justin Seymour
Zendesk

Hey Ellen: 

Once a ticket has been submitted, only the agents can modify the field selection. End-users will be unable to change that field. 

October 23, 2012 07:31
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Hiron Roy

What options are there for soliciting user input for Custom Support Ticket Fields if the support ticket is being created through a non-Web Portal channel such as Email?

 

Thanks

November 28, 2012 13:25
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Anusuya Nanjan

Is there a way to customize the status field? We do get some requests that would be taken care in the future enhancement until then we would want to move the ticket to a status which is not closed but at the same time we don't want to leave it open.

December 31, 2012 16:02
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Justin Seymour
Zendesk

Hiron: You'd need to use the Comment text condition in a trigger to populate your custom fields via email requests. It looks for specific words or strings in the incoming message subject and body. You could then set your custom fields accordingly under the Perform these actions section. 

Anusuya: The system status field is universal across all Zendesk accounts. It is not possible to modify that particular field. We've just released a new on-hold status option, though. I think that might help you here! Check it out: https://support.zendesk.com/entries/22340998-adding-the-on-hold-tic...

December 31, 2012 17:03
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Bill Hogan
syncplicity

Is it possible to have a custom ticket field (mine is numeric) that serves as an http link?  I have a custom field that is a bug number in our internal bug system.  I'd like to be able to click on the value in that field, and have it turn into a link in the form of http://my.custom.bugtracker/bugnbr=<value_from_my_Zendesk_custom...>

Any hints where I could look for a way to do that?  I did a bunch of forum searching, but didn't find anything. 

January 01, 2013 14:10
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Justin Seymour
Zendesk

Hey Bill: 

I'm afraid we don't have a way to turn field data in to links! I can see how that would be useful, though. 

January 02, 2013 06:17
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Bill Hogan
syncplicity

Ok Justin, thanks for letting me know.

January 02, 2013 16:35
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Jacob Mattison
technolutions

I would really like to have the organization_requests list of open requests show a particular custom field (and allow sorting on that custom field).  Basically the goal is to allow customers to see the priority order of the requests from across their organization.  Any ideas how I might accomplish that?  Thanks!

January 04, 2013 13:33
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Justin Seymour
Zendesk

Hey Jacob:

That degree of sorting isn't doable just yet from the end-user level. This is something we hope to address in the future with the new help center. 

January 07, 2013 04:37
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Larry McKeogh

Hey Justin,

I'll add a vote for @Bill_Hogan's request for putting a custom ticket field request that is a link. Rather than submitting a ticket, I would like to have a link to the larger knowledge base. Right now you cannot search on a blank search field. We'd like to add a link to our ZD Knowledge Base.

January 08, 2013 14:28
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Justin Seymour
Zendesk

Thanks for the feedback, Larry! 

January 09, 2013 03:17
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Jeff Levitt

From trying this out, it appears that only administrators can create/edit custom fields, is that correct?  I'd like to have the permission available on a custom role.  We have business users who should be able to setup and maintain custom fields, but not have full admin access to all tickets.

February 14, 2013 07:37
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Steffi Kemna
espirit

Hi there,

I know about the possibility to filter by a checkbox that uses keywords. here i can filter my views by the keywords field.  Is it possible to filter my views by a custom field like a single line textfield or rather a numeric field?

Thanks for an answer

Steffi

 

February 14, 2013 09:47
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Justin Seymour
Zendesk

Jeff: You're correct; only administrators can add and edit custom fields. 

Steffi: Unfortunately, we can't filter any custom text fields. The view conditions look for static options. 

February 15, 2013 04:44
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Nicole van Alphen
flxone

Hi there,

Is it possible to add an multiselect drop-down menu or checkbox? I want my customers to be able to check multiple values. 

Thanks in advantage!

Nicole

March 05, 2013 05:31
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John Berlet
evolvondemand

We would like to map a Jira field to a Label in Zendesk but cannot select this Zendesk field in the Remote field of the dropdown in our Jira Admin. (Mapping) - we can see every other Zendesk field but not Labels. Is it possible to map a Jira field like Resolution to the Label Zendesk field?

We can map the Resolution field in this example to a Zendesk field however, in order to build a Trigger off of this field in Zendesk, it has to be a dropdown, checkbox, or tag Type - none of which apply to the Resolution field. I also tried mapping a custom dropdown field in Zendesk to the Resolution values in Jira but it does not appear that the Jira plugin updates anything besides a textbox.

 

John

March 18, 2013 23:44
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Brandon K.
Zendesk

@John: This would probably be best handled in a ticket with the support team. If you could please email all this information to support@zendesk.com or click Submit a Ticket at the top of the page we would be able to take a look at your specific set up and give you advice on how to correctly set up your Jira integration.

March 19, 2013 09:46
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Jason Greene

Is there any way via admin controls to provide translations for custom ticket field names?

Or will I need to use javascript DOM manipulation to do this?

April 01, 2013 15:39
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Dave Dyson
Zendesk

@Jason: Yes, you'd need to do some Javascript or jQuery to do this. You should be able access the current selection in the language menu dropdown, and substitute custom the field names based on this result. 

April 15, 2013 00:37
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Web Designers Studio

Is there a way to create a numeric custom field to calculate time?.  I would like to use the ticket Created_at field and subtract it from the current time to get the number of minutes lapsed.  We are needing to track tickets by the amount of time in minutes - the more time the higher the priority.  Thanks.

May 03, 2013 06:45
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Brandon K.
Zendesk

@Web Designers Studio: You can create a numeric custom ticket field by going to Manage > Ticket fields and choosing 'Numeric' when creating a new field. This field, however, will not be able to automatically updated based on when the ticket was created, for that functionality I would recommend one of our time tracking integrations. You can find a list of our integrations here, and I'd recommend checking out Harvest or TymeShift: http://www.zendesk.com/apps#productivity-tools

May 03, 2013 12:10
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Tim Schuh
voxox

Is it possible to condition custom ticket fields based on user login? We have three departments using ZD and we each capture different data about tickets. I've made my custom ticket fields mandatory and this is impacting the other departments. When they solve a ticket that must complete my custom fields. I'd like to leave my custom field mandatory without impacting the other teams. Is that possible? 

May 06, 2013 12:18
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russell.bird

Justin,

On October 23rd you responded to Ellen with the following:

Hey Ellen: 

Once a ticket has been submitted, only the agents can modify the field selection. End-users will be unable to change that field. 

October 23, 2012 07:31
However, when a custom Text or Multi text field is used my agents can' edit the text field.  Is there a setting that allows  Agents to edit text fields once submitted?
May 08, 2013 10:57
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James Palmer
omniis

Hi,

I have added a number of fields in a drop down list, but it is still showing a dash ( - ) as one of them, yet when i go to edit the list it isn't there.

I don't want this dash ( - ) how do I get rid of it as i can't find how to?

Thanks

james

May 14, 2013 08:21
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Tim Schuh
voxox

What is a reasonable time to wait for a response using the support forum? 

May 14, 2013 08:59
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Mattias Ljung
Zendesk

@Tim: This sort of functionality is not built into the functionality of ticket fields as it stands, but it is achievable using javascript! Check out this article on creating conditional drop down lists using javascript widgets:

https://support.zendesk.com/entries/21044816-creating-conditional-drop-down-lists-using-javascript-widgets

We do have a more robust solution for this being actively developed, so stay tuned.

May 14, 2013 11:37
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Jennifer Rowe
Zendesk

And Tim,  

Sorry about the delay. We try to answer any questions that aren't answered by the community or require a response from us. But sometimes there's a delay depending on the question (if it's a tricky question requires input from another department, is a roadmap question, etc.) or sometimes they just slip by. So thanks for bumping up your question to bring it back to our attention!

May 14, 2013 13:38
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Brandon K.
Zendesk

@Russell: Your agents should be able to go in and edit free form custom fields at any time as long as they are not light agents. Do you think you could give me an example ticket and the name of your helpdesk? I would need to see your problem in action to tell if i'm missing anything. I can assure you though, that the intended functionality of Zendesk is to allow your agents to update these fields at any unclosed stage of the ticket.

@Jpalmer: The - option was coded into Zendesk as a placeholder for the ticket field when there is no choice selected. Unfortunately, there is no way to remove this from your ticket field options but you can ensure that the - is not selected by making the field required under Manage > Ticket fields and checking required for end users.

May 14, 2013 14:11
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James Palmer
omniis

@Brandon: Thanks for this, I can only seem to flag up an error to set the field, when it is solved, what I would like is to force it to be selected by an agent when the ticket is created?

May 15, 2013 00:44
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Brandon K.
Zendesk

@Jpalmer: There is no native way for an error screen to pop up and prevent the ticket from being created if an agent doesn't fill out a field, but what if we created a trigger to send an email to the agent letting them know that they didn't fill out the field and need to? If you created a trigger under Manage > Business rules > Triggers and set the conditions to be 'Ticket is Created' and '[ticket field] is -' you would be able to set any actions. I would recommend having two actions, 'Assignee (current user)' and 'email user (assignee)'. This will assign the ticket to the agent that created the ticket, and then email them if they have left the custom ticket field blank. I hope this workaround is satisfactory!

May 15, 2013 11:08
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Paulino Michelazzo

I'm testing the Zendesk and I have a situation to solve. This is the scenario.

I give support for 3 different clients and these clients have different requests and send me different pieces of information. I organize these clients in 3 different organizations and now I would like to give for each client a set of custom fields (or something like this) using the organization and/or a different approach.

Is this possible? If yes, how? 

Thank you

May 25, 2013 04:06
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Brandon K.
Zendesk

Hey Paulino,

This isn't in Zendesk by default, but due to high demand among our customers we have a few informal documents on how to implement this in your Zendesk account. You can read about implementing Conditional Fields here: https://support.zendesk.com/entries/21044816-creating-conditional-d... Or if you don't have internal development resources you could contact our services department at services@zendesk.com and we could implement this on a contract basis.

May 28, 2013 17:12
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Blake Zimmerman

Is there anyway to add a date field as a custom ticket field?  We would like to be able to record the build that the fix for different tickets will be occurring but I'm baffled by the apparent lack of a date field option.

June 12, 2013 13:48
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Brandon K.
Zendesk

Hey Blake,

You could do this with a custom ticket field. If you go to Admin > Manage > Ticket fields and choose a Regular Expression field, you will be able to set the field to only accept entries in a date format by using the expression [0-9]{2}-[0-9]{2}-[0-9]{4} . Although this will not be able to pull up any sort of calendar to help your users choose a date, hopefully enforcing the standard date format will make this field effective.

June 14, 2013 13:00
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Chris Rogers

I have some customer fields created and have used the Reorder option to place the custom fields above system fields.  However, when opening and filling out the ticket form, the custom fields still show below the system fields.  Is there something else I need to do to get the ticket form fields to follow the order I have set in the Ticket Fields reorder?

Thanks in advance for your help

June 18, 2013 14:20
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Dr. J
Zendesk

Hi Chris- 

Some system fields must take precedence, and despite how you reorder them, will appear near the top of the ticket.  

The logic behind this would be most significantly related to key ticket info:

  • Who is it from?
  • What's the Priority of this ticket?
  • What's the subject/synopsis?

By having this information at the top, it hopefully helps us as agents avoid missing deadlines, urgent tickets, etc.

 

Thanks for the great question!

 

(I'm embarrassed to tell you how much time I spent dragging things around and wondering why they didn't reorder in my ticket).

June 19, 2013 14:54
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Chris Rogers

Agreed that there are certain fields which should be near the top - thus my question.  What information is key is based on the organisation's industry and business processes rather than on the technology.  I can appreciate that Zendesk believes the system fields are the most important however not for my business.  I have tried using the Group field (ie changing the name and description) to my field but the customer cannot edit the values.  I tried changing the "type" field and unfortunately this comes below the description and title.  

IMHO this should not be fixed and should be definable to meet our specific business needs.

 

 

June 21, 2013 15:58
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Laura D.
Zendesk

Hi Chris, 

Thanks for the feedback, I agree with you that being able to rearrange ticket fields is a useful feature and related to business needs. I know the Product team is aware of the interest in this area though I'm not sure if this is something that will be changed. 

June 28, 2013 12:13
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Erica Walker

I agree with Chris, importance of fields is determined by the business, not by Zendesk.  That's why you allow us to reorder in the first place.  What I see as an agent doesn't match what I see as a user, and that's a problem.  

I didn't notice this issue until the last couple of days.  I have a custom field that is located above a system field, too.  Maybe it was caused by the new 'Ticket Forms' you released on June 27th?  This seems like a glitch in your system, not thought out business logic.  I'll submit a ticket with the specifics of my issue.

July 03, 2013 10:00
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Mike Moriarty

I'm trailing Zendesk at the moment and have created a custom date field with a regular expression (the lack of a proper date field with a calendar is really disappointing) because I work in a school and sometimes our IT requests are to set up particular equipment on particular days (conferences, training, events etc.) This doesn't seem like it should be such an unusual use case but I've found it difficult to model in Zendesk.

Is my understanding correct from the above that once submitted the requester can't change a custom field (the date in this scenario)? Also, the suggestion seems to be that agents or the Zendesk administrator can change the custom field value - but where is this? I can show my 'Due Date' field in a view, but when I click on the row in the list the date isn't shown anywhere (or in the automated emails). If I click on the 'events' link in the top-right I can see the submitted field (although worryingly it's shown as: Could not find field for custom_field_22865823. 2013-06-09) but of course it's not editable here, or anywhere else that I can find.

Generally I really like what I've seen of Zendesk, but if we can't implement these due by dates in some sensible way I'm not sure I'm going to be able to purchase - so any help would be appreciated.

July 06, 2013 08:03
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Mike Moriarty

I've tried it again today and now I'm no longer getting that 'Could not find field for custom_field_22865823. 2013-06-09' message in the events link section of the ticket - now it just says 'Date due 2013-06-09' and a Due date field has appeared in the left-hand panel - so at least it is editable now by administrators, although it would be so much better if the user could alter it. I've added my voice to the chorus of requests here:

https://support.zendesk.com/entries/72529-Request-the-ability-to-ad...

July 06, 2013 17:54
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Laura D.
Zendesk

@Erica,

There are some instances when the order of fields not matching for an End-user and an Agent happens - if certain fields are only available to agents for instance. I do see that you submitted a ticket though so I'll let you and Matt work on what's happening since it sounds like there are some additional details. 

@Mike

You're right, the custom fields are only available at the time an End-user first fills out the form, there isn't a way for them to be edited by the End-user later. It's a good idea to refresh your browser after you add a custom field, that's how it'll show up in the agent interface. I'm glad it's showing properly now and that you're able to edit as an agent (that's the expected behavior). Thanks for adding to the feature request, I'll remind the Product team about the growing interest in a better date field.

July 08, 2013 11:29
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Erica Walker

Hi Laura,

The issue appears to have come about when you released ticket forms on 6/27.  This forces system fields to the top (above custom fields), and makes it so we can't reorder in the ticket forms area.  We can still reorder in the ticket fields area, but this no longer matters because you set the system to follow the ordering in ticket forms.  It's too bad that Zendesk has limited the system in this way.  Doesn't make sense.  The business needs of customers should determine the order of the fields.

July 08, 2013 11:40
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McCabe Tonna
servicerocket

I did a quick scan but did not see this comment yet.

Is or will there be the ability for end-users to change or select their drop-down after their ticket has been created?

Use case: We have several custom drop-down fields which help for ticket triage, if the customer submits a ticket, we reply with a link to visit their ticket in the Zendesk instance, but would like if they could then choose their drop-down menu's for better assistance.

Thanks,

McCabe

August 02, 2013 15:59
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Deborah Camp

I'm trialling Zendesk at the moment and am looking for a way to replicate a standard 3 tier Category code to capture IT issues.  This should have the format Type > Category > SubCode - example of values would be

APPLICATION > WORD > HOWTO,  

APPLICATION > LOTUS NOTES > ATTACHMENT

HARDWARE > THIN CLIENT > FAULT

etc...   We need to be able to report on each level and the categories need to be quick and easy for Agent to select.  I created a couple of examples and the values are easy to select by typing in the field.

I can also get around the reporting issue, by prefixing the SubCode level with the Category so that this displays in the ticket, and tagging each entry with the Type.

However, there are around 400 combinations of Categories, (which I don't fancy manually creating), is there any way to import in to custom ticket fields in the same way as User and Organization..?

Failing this, what are the alternatives?

August 08, 2013 09:00
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Laura D.
Zendesk

@McCabe

At this point there isn't a way for an end-user to get back to the options that were available to them when they submitted their ticket, I'm sorry. I don't see this as currently being on the roadmap but you might want to add your vote or a comment to this existing feature request as that's one way the Product team determines what's important to the community: https://support.zendesk.com/entries/141707-Allow-fields-to-be-updat....

 

@Deborah

I checked with one of our API experts and he referenced this documentation: http://developer.zendesk.com/documentation/rest_api/ticket_fields.h... said that the options would be a put in an array. I hope that helps!

August 08, 2013 10:32
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Franz Rodenacker

We want to show a custom ticket field we created to the users on the "Tickets created by <company> members" page. Is there any way to define the visible columns for this table?

Thanks, Franz

August 27, 2013 01:48
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Scott Sullivan
clustrix

We've implemented a custom field with a hierarchal drop-down list. In doing so, I originally thought that the required tag field had to be a unique identifier for the field value, but now I'm not sure and feel that this is creating an explosion of tags. Here's the scenario:

We have a field for customer environments. The list looks something like this:

  • CustomerA::main
  • CustomerA::backup
  • CustomerB::dev1
  • CustomerB::dev2

The first part is our name for the customer, the second part is the customer's name for their environment. We select this field on tickets related to a specific customer environment. For tags we were using a unique description like env_customera_main, but this doesn't add any value. What I'd like to do is use a tag that represents value about that customer environment, like the following:

  • CustomerA::main  - Tag: production
  • CustomerA::backup  - Tag: staging
  • CustomerB::dev1  - Tag: development
  • CustomerB::dev2  - Tag: development

That's what I would like to do, but I do not know if the tags are an integral part of the data recording... ie. is the field selection entirely recorded via the tag or are the tags and field selection independent values? It is extremely critical that we are able to report on the specific customer enviroment via good-data, but I would also like to filter those reports by production, staging, and development environments and it seems that the drop-down field and associated tags might be a great way to do that if the back-end data recording cooperates.

ZD expertise comments appreciated.

August 27, 2013 14:21
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Meir Rosenberg

Hi,

Is there a way of editing the Group field options? I would like to remove from the list the "support" group because we normally use only the First and Second level groups

September 12, 2013 02:38
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Daniel Gonzalez

Is it possible to setup ticket fields so specific answers prompt different subsequent fields. For example, if the User selects request type 'Database Access' then a dropdown list automatically appears with the lists of DBs, or users selects priority of 'Urgent' so a text fields appears asking Why? If they select any lower priority then no text fields appears. Essentially can Zendesk handles specific conditions for ticket fields?

 

-Daniel

September 18, 2013 11:35
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James Creviston

I added custom fields for tickets but I do not see them in my ticket. The second problem is because I made some of them mandatory I cannot close tickets. This is the error I receive.

  • First Name: is required when solving a ticket
  • Last Name: is required when solving a ticket
  • City: is required when solving a ticket
  • State: is required when solving a ticket
  • Store Name: is required when solving a ticket
  • Store Location: is required when solving a ticket
  • Flavor: is required when solving a ticket
October 08, 2013 14:34
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Wes Drury
muscogee

@James its hard for me to answer this without seeing a screenshot of your custom fields but make sure you have the fields both "visible" and "editable".   They both need to be checked in order for them to show.  See attached screenshot.  Hope this helps.

October 08, 2013 19:47
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Anthony Roman
Zendesk

@Daniel - You can create conditional fields by using javascript. A guide can be seen here: https://support.zendesk.com/entries/21044816-Creating-conditional-d...

Also, we are already looking into implementing something like this out of the box. You can see the discussion here: https://support.zendesk.com/entries/14131-Conditional-custom-fields and as you can see, it is in the planned state. I suggest you subscribe to this article for updates. Thanks!

October 20, 2013 20:43
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Anthony Roman
Zendesk

@Meir - the group drop down field gets its data from your groups under manage > people > groups. If you want the list changed, you will need to update the groups that you have in your system. Thanks!

October 20, 2013 20:45
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Wes Drury
muscogee

@Daniel and Anthony,

We have the conditional fields app installed in our environment so it should almost be ready to release to the market.  We are are in the beta.  It does work very well as we have it configured to different form pages.  I took a look at it earlier and it does look pretty hard to setup or at least you need to understand code to use it.  For the app you have to build a json object of your conditional fields and then you have to add javascript to tie it all in together.  Zendesk will have to put out some detailed instructions on how to use it.

October 20, 2013 20:57
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Paul Lomax

I have a couple of mandatory custom fields, but when a ticket is created via an email of course the end-user hasn't given values for those fields. They don't show up on my ticket so we can't close the ticket. Even if the ticket has been created via email those fields need to show up on the ticket so that my support staff can enter values. How do I acheive this?

November 06, 2013 07:49
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Avi Warner
Zendesk

@Paul when your agents open the ticket in the agent interface, all tickets fields will be visible so they can populate those values. There wont' be a value pre-populated since the ticket was created via email, but they are available for your agents to enter.

November 10, 2013 16:05
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Alexander Minza

Too bad that one cannot reorder the drop-down field options

November 13, 2013 05:11
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Rafael Bandeira

Hi, I accidentally deactivated and deleted a custom ticket field yesterday. Is there any way to get it back with the data it previously had?

December 19, 2013 08:51
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Emily
Zendesk

Hi Rafael,

Deletions of any kind -- whether it's tickets, knowledge base articles, custom fields, etc. -- are permanent in your Zendesk. That's why we ask you to reconfirm you want to delete the item before we make it official. 

December 19, 2013 14:35
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John Pascual
groupon

Hi,

How do we hide a custom ticket field to both users and agent? On the custom ticket filed creation page it doesn't show any function as to how we would hide it.

Thanks,

John

January 08, 2014 20:56
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Emily
Zendesk

Hi John,

If you want a custom ticket field to disappear from everyone's view, you can deactivate it. Just visit Manage > Ticket Fields and hover over the 'edit' link corresponding to the field in question. There, you'll see a 'deactivate' link appear. Clicking this will move the field to the list of inactive ticket fields, which is below the  list of active fields. You can reactivate it the same way later on.

January 10, 2014 11:36
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Mark Wang

I've been trying to find a way to customize the submit a request page.  I found this to add fields but I can't seem to find how to change the layout etc...is the KB how?

January 10, 2014 17:49
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Colin Piper
Telappliant

Note that an inactive field cannot be given a value. On the assumption that you do want to set the value through a trigger or the like, I am aware of two options:

1) Search Google for an app called 'ticket_field_manager_app'. This can be used to hide fields. Or look on this thread: https://support.zendesk.com/entries/37107217-Managing-Ticket-Fields... for more details

2) Use the CloudSet app. This is a powerful suite of tools and services. More than you need to just hide a field but might appeal if you want much more.

January 12, 2014 12:01
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Colin Piper
Telappliant

@Mark. The end-user page can still be customized using widgets. You could add a javascript widget to the page with code to modify the page as required. You can of course, and do this first, select which fields are available to the end-users through the Ticket fields settings. 

You can also add CSS widget to color your end-user form the way you want. Look in these forums for articles on branding.

January 12, 2014 19:19
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Laura D.
Zendesk

Thanks for jumping in Colin!

One small note: if an account is on Help Center they can no longer use widgets to edit their end-user portal. Editing is available in the "Customize design" code editor. We don't have a template for the "Submit a request" page yet but you can work around this with JavaScript until we get a template in place. 

January 13, 2014 11:39
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Alexander Minza

How can I reorder the options in a dropdown custom field? Thanks!

January 13, 2014 13:25
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Mark Wang

@Colin -- I need to be able to add a <div> tag to my form.  I use a container to help move it over and currently all my pages move with it.

 

@Laura -- Can I use the JAVA to add in div before and after my body code?  I know I can change the colors and stuff post the page load but I need to add <div> tags around my request page.  

January 13, 2014 18:07
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Colin Piper
Telappliant

@Alexander. The options in a custom dropdown field are displayed in the order they are listed when you edit the custom field. Whilst you can sort these alphabetically on the edit page, all this actually does is to reorder them when you hit submit. 

As you cannot move values up or down on the edit page, it is a case of removing and re-adding items manually to get them in the order you need.

 

January 14, 2014 00:43
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Colin Piper
Telappliant

@Mark. Add a <div> tag is not going to be easy. I am not that good at coding html etc but (and assuming as Laura said this is not the help centre)what you would need is something that replaces some html with your code as the page loads. Not even sure of that is possible but there are many with greater minds than mine here. 

I personally try and keep the amount of required coding to a minimum on my end-user pages as some customers may disable such things in their browser. On that basis this is all sounding a little too complicated and probably not going to work too well.

January 14, 2014 00:49
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Bob

I apologize in advance if this has been mentioned elsewhere or above:

Is there a way to pass a value to a custom field from a URL?

For example, we ask our clients to provide us with the "Machine ID"--the ID number of the equipment to which their ticket refers. So, we would set up link on their PC that looks something like:

https://<subdomain>.zendesk.com/agent/#tickets/1516?mid="XYZ"

Clicking on it would open up a new ticket and populate the custom "Machine ID" field with XYZ.

(I may be answering my own question here, but if that WERE possible, I don't know how we would deal with the need to have the user log in.)

January 14, 2014 15:04
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Bob

I wasn't using the correct terminology in my previous searches. Once I did I found several discussions on the topic of pre-populating fields tickets. I've been successful in populating the system fields but not the custom field for some reason.

Does anyone have any insight into this?

January 15, 2014 07:27
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Colin Piper
Telappliant

Bob, I never made this work. I tried for days to find the correct syntax but gave up in the end. Finally I used the api to create these tickets...So much easier!

January 15, 2014 07:48
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Gilad Pessach

A question: I added a custom field to my "ticket fields". In the "Description (optional)" I wold like to fill-in a link to an article in my knowledge-base will detail the field description. Not simply a plain text as description.

I tried to fill in the description - "<a href="...my link" MY TEXT </a>". But in this case, the end user sees my html code, not what I meant. Filling in "MY TEXT http://<domain>/entries/xxx" worked for me but this is not nice.

Any idea how can I do it nice?

 

January 20, 2014 08:08
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Alexander Nicolaides

@Gilad Pessach - That is new... We use HTML in our description as well and just recently it started showing the raw HTML...  Posting a support request about that now.

January 20, 2014 14:42
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Laura D.
Zendesk

Hi Gilad, 

We don't support adding HTML to ticket fields. It used to be the case that some HTML worked there (as Alexander mentioned) but this was not intended functionality and during the course of continuing to work on the product the part of this that did work no longer does. 

I was able to find Alexander's ticket and information from our Advanced Support team about a way to work around this:

  1. Remove the HTML from the ticket field description and replace it with "placeholder" to add an extra "<p>" tag to the field
  2. Add JavaScript that replaces the "<p>"  tag content with whatever HTML and text you need through a widget to the "Submit a request" page. Something like this:
$j('div[data-field-id="000000"] p').first().html('TEXT AND HTML GO HERE');

The "000000" should be the field ID for the field you want to have the information display with. You can find the ID (of all fields) by going to "https://subdomain.zendesk.com/api/v2/ticket_fields.json" where "subdomain" = your subdomain. 

Hope this helps and let us know if you have more questions!

January 22, 2014 13:50
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Alussos

Hi Everyone,

I've reviewed the notes and I'm surprised that zendesk does not support a proper date selector as part of the ticket fields.  Am I missing some documentation regarding this?  I only see regex, but no proper date section field.

January 28, 2014 08:37
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Laura D.
Zendesk

Hi Alussos, 

We have plans to add this but no timeframe at this point. This is the main Product Feedback thread for the feature: https://support.zendesk.com/entries/72529. You can see comments from Erin, the PM for the project, there too. I know that's not an immediate solution but we agree it's a needed addition. 

January 30, 2014 08:57
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Jon

For Custom Drop-Down fields, is there a maximum number of items allowed?  I have added 13 items but only 11 are visible.  The odd thing is that they are alpha sorted and 2 newest items I added would belong in the middle of the list.  This led me to believe there is a limit.  Thank s.

February 03, 2014 16:33