Typically when an end-user submits a support request, they provide the subject and description of their question or support issue. You may also prompt them to provide additional data such as a model number or product version using custom ticket fields. All other ticket fields are set by your agents or business rules (automations, macros, and triggers).
Each of the standard ticket fields (referred to as system fields), those that are shown on the agent's view of the ticket page, are described below.
You can manage your ticket fields in the Ticket Fields page.
To open the Ticket Fields page
Click the Admin icon () in the sidebar, then select Ticket Fields.
Zendesk Classic: Select the Manage menu, then select Ticket Fields.
Here you can deactivate and reactivate some of the system fields and add and manage your own custom fields. Additional system fields are added to the ticket page when you activate additional Zendesk features such as ticket sharing.
Note: Tickets contain other data that you can access using placeholders and the Zendesk API. For more information about this additional data, see Ticket data.
Required to create a ticket. The requester is the person who made the support request. The requester field displays the user's name and email address. Agents can create a support request for an end-user and select the end-user's identity to enter into the requester field (for example, an agent might open a new ticket for the requester while speaking to them on the phone).
If you allow it, by enabling tickets CCs in the Tickets page, other people can be CC'ed on tickets. End-users and agents can add CCs. End-users can add CCs when they create email-based support requests. Agents can add CCs using the CC field when updating the ticket. See Copying someone else (CC) on a ticket in the Zendesk Agent Guide.
As described in Sharing tickets with other Zendesk accounts, you can share tickets with other Zendesk accounts. You must first establish sharing agreements and then you can select another Zendesk account to share the ticket with. This field is only displayed if you've enabled ticket sharing in the Ticket Sharing tab of the Tickets page.
A short description of the support request. When an end-user submits a support request via email, the subject line of the email is used as the ticket's subject.
Required to create a ticket. This is the description of the support request. When an end-user submits a support request via email, the body of the email request is used as the description. The description becomes the first comment in the ticket.
Required to solve a ticket. There are five values for status: New, Open, Pending, Solved, Closed. A ticket's status can be set and updated either manually by an agent or via an action in an automation, macro, or trigger. The status can only be changed to Closed via automations and triggers (not manually).
New means that the request was received but that it has not been opened and has probably not been assigned to an agent. The New status can indicate that the support team is evaluating it to determine who should be assigned to resolve it.
Open means that the request has been assigned to an agent who is working to resolve it.
Pending means that the assigned agent has a follow-up question for the requester. The agent may need more information about the support issue. Requests that are set to Pending typically remain that way until the requester responds and provides the information the agent needs to continue resolving the request.
On-hold means that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. This status is optional and must be added to your Zendesk (see Adding the On-hold ticket status to your Zendesk).
Solved means that the agent has resolved the support issue. Solved tickets are closed, typically, a number of days after they have been set to Solved (you can control when your tickets are closed by modifying the automation that is used to close tickets). Until a ticket is closed, the requester can reopen the ticket. For example, the requester may not agree with the agent that the support issue is resolved.
Closed means that the ticket is complete and can't be reopened. Requesters however can create follow-up requests for closed requests.
There are four values for type: Question, Incident, Problem, and Task. You can also set the type to none, if you wish; it is not a required ticket field. Setting the type helps you to categorize your tickets, which you can then use in your workflow. For example, you can create views for tickets by their type.
Question is used to indicate that the requester's issue is a question rather than a problem that needs to be solved.
Problem is used to indicate that the requester is having an issue with your product or service that is likely to be experienced by other requesters.
Incident is used for occurrences of a problem that affects more than one person. For example, in a corporate setting, if no one was able to print a document, this is a problem that would probably result in many support requests. Instead of handling each ticket separately, you set one of the tickets to Problem and all the other tickets about the same issue to Incident. When the problem ticket is solved, all of the associated incident tickets are also solved.
Task is used when you want to assign the ticket as a task to a specific agent. When you select Task, you also set the Task Due Date.
Note: If you deactivate the Type field, all of your tickets will default to Incident.
There are four values for priority: Low, Normal, High, and Urgent. You can also set the type to none, if you wish; it is not a required ticket field. How you weight the priority of your tickets is up to you. For example, you might assign a ticket to Urgent based on the customer who submitted the request or based on how many hours have passed since the ticket was created.
Required to solve a ticket. A support group can be assigned to a ticket. By selecting a group, you also determine which of your agents can be assigned to the ticket. For example, if you select the Level 2 support group, you can then only assign an agent that is a member of that group.
Required to solve a ticket. The assignee is the agent assigned to the ticket. The assigned agent can be changed at any time. If you also assign a group to the ticket, this determines what agents can be assigned to the ticket.
Tags are used to add additional information to tickets, which can then be used in your workflow (see Using tags). Tags can be added to tickets in the following ways: