Forums/Documentation/Tickets and channels

About ticket fields

Anton de Young
posted this on January 03, 2012 13:25

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.
Requester 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).
CC 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.
Share 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.
Subject 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.
Description 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.
Status 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.

Type 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.
Priority 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.

Community tip! Arnaud de Theux shows you how to change the default ticket priority names in our community forums.

Group 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.
Assignee 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 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:

You can also prevent tags from being added to tickets. See Setting tagging options.

Community tip! Tal shows how to hide specific ticket fields from a group of agents. Check it out in our community forums!

In addition to these system ticket fields, you can also create your own custom ticket fields. For more information, see Adding custom ticket fields.

 

Comments

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Michelle Sip
techtorium47

What if an agent needs to create a ticket and all the information needed is already in the customized ticket fields? Can't I disable "required" for Description, for instance? When I try to edit it, it won't let me edit any of the options.

June 26, 2012 13:07
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Aaron Pewtherer
Zendesk

@Michelle: The "Description" field is required for all tickets, and cannot be modified.

June 26, 2012 14:24
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Samantha M. Ramirez
line2

can you add a description to the email field?

July 10, 2012 12:14
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Samantha M. Ramirez
line2

*the requester field

July 10, 2012 12:29
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Aaron Pewtherer
Zendesk

@Sramiez: There are no options inside Zendesk to change the email address field wording for the requester, nor add a description to "Your email address *" 

It might be possible, if you have the resources, with JavaScript using jQuery. You can add a JS widget and test some code with this page: http://api.jquery.com/first-child-selector/

July 10, 2012 12:46
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Samantha M. Ramirez
line2

thanks Aaron!

July 10, 2012 12:49
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Aaron Pewtherer
Zendesk

@Sramierez: Anytime! ;)

July 10, 2012 12:49
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Samantha M. Ramirez
line2

Also, another question. Is there a way that when a user submits a request the field is already populated with an example such as

Name:

name field [[____ ex. John Appleseed_____]]

instead of the form being blank?

July 10, 2012 13:37
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Adam
Zendesk

Hi,

We currently don't have a way to set a default value. I would recommend that you take advantage of a custom form to do this so that when end-users fill out this form the custom field option can be set. Take a look at our integrations page at http://www.zendesk.com/why-zendesk/integrations#all and look at formstack as a possibility as well. They have a free trial and might be able to help as well.

 

July 10, 2012 15:36
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David Koston

How can I ensure that a ticket field which is not visible to end-users can be auto-populated via a URL variable? I'm able to do so easily with visible fields like so:

 

http://support.attracta.com/anonymous_requests/new?ticket[fields][2...

 

Once the field is no longer visible to end-users, the information is not passed via the form submission. Please advise.

August 14, 2012 11:54
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Aaron Pewtherer
Zendesk

@David: There is no option inside Zendesk to hide a ticket field, but still populate the field with URL syntax.

As a workaround, try adding a JavaScript widget to hide elements of your page. To do this log into your Zendesk, then go to Manage > People > "assume anonymous user". Then click on "edit widgets on this page." Choose "Custom Widget" then add your JavaScript code. You can use API to create a custom form.

August 14, 2012 12:03
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David Koston

Thanks Aaron! I was able to add a javascript widget to get it to work. Any reason why there's no widget setting to display only for users that have not logged in? That would be a nice add for every customization I've done to ZenDesk so far.

August 14, 2012 12:52
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Aaron Pewtherer
Zendesk

@David. Great idea! Having a dropdown for the widget to show "Only anonymous users" would add more flexibility. As a workaround, you can add the widget to only the "/anonymous_requests/new" page, and not the "/requests/new" that logged-in users would see.

Here are some ideas for blocking items by enduser organization: https://support.zendesk.com/entries/175801-show-or-hide-tabs-based-...

Good Luck!

August 15, 2012 08:44
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Mary Harris

I'm not seeing the Tags ticket field in my list of available options.  I do have Admin authority to our account.  Could someone have deleted this?  How can I get it back?  

September 11, 2012 11:49
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Aaron Pewtherer
Zendesk

@Mary. Tags on tickets can be enabled under Settings > Tickets > Tags. Then check, enable, then Save tab.

September 11, 2012 16:14
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Mary Harris

Worked perfectly - Thanks!!!!

September 11, 2012 17:22
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Michael Owens

Are there any plans on adding an address entry to the clients or customers account in the future. We need to have that information as a part of the ticket for field technicians.

December 31, 2012 19:29
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Justin Seymour
Zendesk

Hey Michael: 

While we don't have any official plans to add an address field, you can create a custom field from Manage > Ticket fields to collect that information. I'd recommend using the Multi-line text option. The field can be visible and editable to your end-users so they can fill it out. You could also hide it and make it accessible only to your agents if needed. 

January 01, 2013 06:07
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Aaron Pewtherer
Zendesk

@Michael: Zendesk is more geared towards support tickets. You want to invest some time into a CRM software package (e.g. Salesforce, SugarCRM) that allows more detailed enduser profile info. Tickets will populate enduser information in the sidebar app.

January 02, 2013 11:13
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Oscar Espinoza
ehealthinc

Is there any way to enable a customer to set their own priority on the 'Submit a Request' page? I'd like to know what the customer is thinking in terms of urgency, etc.

Thanks

January 28, 2013 15:57
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Justin Seymour
Zendesk

Hey Oscar: 

You can make the system priority field visible and editable by end-users from Manage > Ticket fields. You can make it required for new ticket submissions as well. This will allow them to set the priority when sending new tickets. 

January 29, 2013 05:01
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Neil Mauskapf
socialwellth

Is there a limit to the number of fields that can be added to a ticket?

February 08, 2013 13:18
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Aaron Pewtherer
Zendesk

@Neil. No limits on Ticket Fields.

February 08, 2013 14:02
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Andrew Bone
sciencesoft

In ticket fields that are drop down lists, what happens to existing tickets if the drop down list is changed?

March 05, 2013 05:43
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Aaron Pewtherer
Zendesk

@Andrew: If the tags associated with the dropdown are changed, then all tickets (opened and closed) will lose that dropdown name, because the associated tag connection has been lost. If you only change the "name" of the dropdown option, then only the interface (and reports) will change, but the connection will remain.

March 05, 2013 11:59
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Andrew Bone
sciencesoft

Hi Aaron, thank you for this update. So does that mean if the Dropdown name entry is deleted, the tag is deleted also? For example Dropdown field has 3 entries : ENTRY1, ENTRY2, ENTRY3, with corresponding tags. If ENTRY2 is deleted from the dropdown list, the tag is deleted also. And this will affect all tickets - open and closed?

March 06, 2013 00:34
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Aaron Pewtherer
Zendesk

@Andrew: No. The tag remains, you just lose the association of the dropdown name, on both open and closed tickets.

Better than deleting the dropdown option, is to either create a "nested field" of deprecated options, (ie: Deprecated::ENTRY2), or you can simply remove the text name of the option, update the ticket field, and the dropdown option will not be listed.

March 06, 2013 10:40
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Johanne Leveille-Schirm
karoshealth

Hi Aaron,

 

I have the same question as Andrew; I need to remove so options in one of our custom dropdown field as those product are no longer supported but want to keep the information so I can report on those. I removed the title to one of the option so now, it no longer appears in the dropdown list but the tag is still there on the ticket- which is what I am looking for.

Do I have this right?

 

Johanne

March 12, 2013 09:02
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Aaron Pewtherer
Zendesk

@Johanne. Yes. Removing the dropdown from the ticket field only loses the association you once had with the dropdown name. The tag still remains. You can run on a report on tags. Or, if you still want the "dropdown option name" to be listed on tickets, you may want to create a nested field of items no longer supported.

March 12, 2013 09:58
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Andrew Coggins

Hi,

Is there a way to restrict the visibility of some ticket fields to certain users/organisations?

For example, we have a customer (customerA) who we want to be able to view a dropdown ticket field with a selection of App1, App2 and App3, CustomerB can only see App4, App5 and App6 etc.

 

Is this possible?

Thanks,

March 24, 2013 18:01
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Aaron Pewtherer
Zendesk

@Andrew: You are speaking about, "conditional fields." Those any not available in Zendesk. You can contact our Services department for customization options here: http://www.zendesk.com/services

March 26, 2013 15:41
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Jennifer Rowe
Zendesk

Hi Andrew,

We are starting a beta soon that you might be interested in. Check out this feature request post: https://support.zendesk.com/entries/14131

If you want to sign up for the beta, leave a comment for Erin Boyle.

Thanks!

March 27, 2013 09:46
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rajat kondal
itimpulse

Is there a Way to Change the columns (i.e. ticket fields) the customer sees in the portal for his list of request ?
 

April 09, 2013 14:45
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Aaron Pewtherer
Zendesk

@Rajat: Please submit a support ticket with a screenshot of what you are trying to accomplish.

April 09, 2013 15:04
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Carolina Speroni
leapfactor

Is there a way to choose wether the description will be visible to an end user?

When support creates a ticket for a user I would like the option to make the description as an internal comment instead of this getting sent to the end user on top of the email notification of a new ticket created for them.

April 26, 2013 07:44
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Brandon K.
Zendesk

Hello Carolina,

The first comment of a new ticket must be public and will be sent out to your end user. You could, however, immediately create a second comment with the private information that you want only your agents to see and make that comment private. Private comments can only be view by agents or administrators and the end user will not know that they are even there.

April 26, 2013 11:09
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Alejandro Lopez
nexxo

Hello, i'm having some issues with the Requester field, i used to type the first word and the the system displayed all options available but no more. Is there any way to fix this? please let me know. Thanks

May 08, 2013 11:51
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Aaron Pewtherer
Zendesk

@Alejandro: Our Operations team is addressing your ticket. We will be in touch soon with a resolution.

May 08, 2013 12:10
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Jamie O'Connell

Hi. 

Is there a way to display a different "title" for a field depending on the user's selected language?

For example, if we have an English customer submit a ticket, I would like the field to be called "Description". However, if that user were to choose German as their language, that same field should be entitled "Beschreibung". 

The field would always be visible - it's just the title that would change. 

Or is this also something that would require "conditional fields" or JS? And, if so, has anyone seen something like this already implemented using JS and ZD?

cheers

May 09, 2013 07:07
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Jamie O'Connell

...aaaaand I've just found this: https://support.zendesk.com/entries/20720458

:-/

May 09, 2013 07:24
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Anton de Young
Zendesk

Jamie, 

The web portal is fully internationalized and will show the user's language based either on the user's browser language setting or the language they've selected in their user profile. There's also a language selector in the top menu bar of the web portal. 

May 09, 2013 08:58
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Jamie O'Connell

Hi Anton,

Yes, I am aware that most things are internationalised. However, the ticket fields are not internationalised, which is what I require.

I have seen that this functionality is currently in Beta: https://zendesk.wufoo.com/forms/multilocalizing-your-ticket-fields-...

May 09, 2013 09:28
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Aaron Pewtherer
Zendesk

@Jamie: You are correct. Ticket field titles are not internationalized yet. This issue is being addressed in the beta feature you discovered.

May 09, 2013 09:43
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Jamie O'Connell

Thanks guys.

I'll try signing up for the beta tomorrow.

May 09, 2013 09:44
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Julio Perez

@Aaron: Can I add scripts to ZenDesk? For instance, different end-users ask us the same questions and we send them an scripts with the steps to take to resolve their question.

May 10, 2013 08:47
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Brandon K.
Zendesk

Hello Julio,

Would our macro feature work for you? This allows you to create standard responses for questions you get over and over. You can read more about macros here: https://support.zendesk.com/entries/20011363-Using-macros-to-update...

May 10, 2013 09:56
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Shiva M
bookrenter

Is there way to pull Description field through an API?

May 17, 2013 11:09
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Aaron Pewtherer
Zendesk

@Shiva: Sure! Description field can be found here: http://developer.zendesk.com/documentation/rest_api/tickets.html

May 17, 2013 11:10
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Shiva M
bookrenter

Thanks for the quick response.  For quick testing I ran curl

curl https://{subdomain}.zendesk.com/api/v2/tickets.json  -v -u {email_address}:{password

 

and it returned from some very old tickets. Any way to pass start and end time to get tickets of interest?

 

 

May 17, 2013 11:46
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Aaron Pewtherer
Zendesk

@Shiva: You will need to contact an API programmer for context of specific call. If you are receiving an error code, let us know by submitting a support ticket.

May 17, 2013 11:52
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Chamal Pathirana
shipxpress

Hi,

Is it possible to add a custom value to the Status field in someway? For example, we would like to have 'Interimly Resolved' as a Ticket Status.

 

Regards,

May 28, 2013 23:34
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Aaron Pewtherer
Zendesk

@Chamal: Although you cannot edit system fields, you can add another custom field with a sub-status.

May 29, 2013 10:27
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Marco Donauer
univa

Hi,

is there a way to implement inter dependencies. For instance, I have 2 products. For each product I would like to setup versions.

One product has version 1.0-1.8, while the other product has 2.x - 2.y.

When product 1 is selected, just the version strings valid for product 1 should be visible, and in case of product 2 just the version strings for product 2.

Is this possible?

Thanks.

Regards,

Marco

June 05, 2013 09:41
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Marco Donauer
univa

One addition,

It should be have like Group and Assignee.

Marco

June 05, 2013 09:42
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Aaron Pewtherer
Zendesk

@Mdonauer: Custom ticket fields do not have a connection. You will need to build an App for this type of customization. More info: http://developer.zendesk.com/documentation/apps/introduction.html

June 05, 2013 10:05
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ptzn

Hi, Is it possible to change existent ticket description via API? Looks like I can't do this (I've tried, but all fields updated except description), but I can't find any word about this in documentation.

June 09, 2013 09:31
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Brandon K.
Zendesk

Hey ptzn,

Unfortunately there is no way to change an existing description through either the API or in product with Zendesk. You can switch a comment to private from public if you accidentally share sensitive information, but for accountability and auditing purposes you are unable to alter a message in Zendesk already.

June 11, 2013 17:50
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Bugra Murtezaoglu
boomads

Hello,

We use zendesk in 3 languages and of we desire to be able to use ticket submission forms in these 3 languages. I could not figure out how to handle this. Someone can help me on this ?

Thanks

June 20, 2013 01:41
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Laura D.
Zendesk

Hi Bugra, 

We are in the process of working on a feature to do this, as there isn't currently a built-in way to do this other than creating multiple web portals. If you'd like to join the beta (I'm not sure how far along it is) you can fill out the sign up form. It may take a few days for the Product Manager in charge of the beta to get back to you but he'll give you more details once he has your information. 

August 12, 2013 15:56
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Anna Södling

Is it possible to change the error message displayed when you don't enter the correct information in a ticket field? I'm have created a field for an application ID which should consist of numbers only (checked against a regular expression). If the user enters for example "2424ddv2" the request will not be submitted and an error message will be displayed saying that the ID is invalid. That's true of course, but I'd rather have it saying something like "Your request couldn't be submitted, the ID has to consist of numbers only". Is there some way I could do that?

August 13, 2013 07:41
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Aaron Pewtherer
Zendesk

@Anna: Feel free to add some custom JavaScript to change wording on the interface. However, this is not recommended or supported. Better to include the desired format in the end-user description field.

August 13, 2013 11:19
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Omer Pines
websplanet2

I've added a severity field to the tickets with description (see below). I would like to style the text in the description. I tried HTML style but tags seem to be not working inside text field. Can I just recommend to add a simple toolbar (like the one in the add a comment below) for bold, underline, etc.? That would be very helpful.

Example of the severity level description, royalty free :)

Minor: Service is operational; Error is causing a slight inconvenience and/or affecting a small number of users; Cosmetic change request.

Normal: Problem with non-critical feature or functionality; Service is operational but partially degraded for some or all customers, and an acceptable workaround or solution exists.

Major: A severe error which is causing the system not to perform properly. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. However, operations can continue in a restricted fashion.

Critical: Service is down, inoperative or severely impaired; Issue is global, affecting many or all users. No workaround available.

August 14, 2013 02:25
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Aaron Pewtherer
Zendesk

@Omer: You can use Markdown for some text styling needs: https://support.zendesk.com/entries/21714462-Formatting-ticket-comm...

August 14, 2013 20:22
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Omer Pines
websplanet2

@Aaron, your suggestion is only relevant for comments in tickets, not for new ticket fields description.

But it would be a good idea to add this in the product's roadmap.

August 15, 2013 00:30
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Aaron Pewtherer
Zendesk

@Omer: My apologies! I answered the question thinking about comment description in a ticket, forgetting the subject of this topic. You mean "ticket field" description box. Seems to work. See below:

Ticket_Field_with_HTML.jpg

 

<html>

<body>

<b>Minor:</b> Service is operational; Error is causing a slight inconvenience and/or affecting a small number of users; Cosmetic change request.

<b>Normal:</b> Problem with non-critical feature or functionality; Service is operational but partially degraded for some or all customers, and an acceptable workaround or solution exists.

<b>Major:</b> A severe error which is causing the system not to perform properly. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. However, operations can continue in a restricted fashion.

<b>Critical:</b> Service is down, inoperative or severely impaired; Issue is global, affecting many or all users. No workaround available.

</body>
</html>

August 15, 2013 18:15
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Omer Pines
websplanet2

Sweet. Thanks Aaron.

August 16, 2013 13:05
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Caren McCabe
fidelitrade

i'm able to modify the Subject line of a ticket in Zendesk Classic. I can't figure out how to do this in the new version. 

Hopefully it's something I'm simply overlooking! 

Thanks in adance,

Caren

 

August 27, 2013 18:10
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Caren McCabe
fidelitrade

Disregard comment above. I found my answer...and YES it was right in front of my eyes!!

August 27, 2013 18:22
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Steve Szczecina

I need a way to for the end user to enter the incident occurrence date, because the incident date is not always the same as the ticket creation date. I noticed that the date input type is available for custom User Fields, but the date input type is not available as a custom ticket field. Am I just blind? Or is Date not available as a custom ticket field? I'd prefer not to capture the incident date with a text field.

September 24, 2013 13:17
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Brian Pavlovich
tradeextensions

Why is status not visible to users, and the option to make it so not available-?  The checkbox in the Status Field edit screen is not active and I can't seem to find any documentation commenting on this.

September 28, 2013 01:03
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Cathy Mason

How can I search on Ticket fields? i.e. Type of Request :-)

September 30, 2013 17:55
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Maria Nørgaard
venuepoint

I am wondering the same as Cathy above. Is it possible to do a ticket search based on the entry in a customized drop-down ticket field?

E.g. I have made a drop-down ticket field based on the type of request (content category, not the how we received inquiry), and would like to:

1) see how many tickets of the various content categories we recieve (this could also be a report of course) and

2) search older tickets of the same content category in order to see previous answers for future inspiration

In case this is not possible and we have to use tags instead, is it then possible to set up some standard tags for agents to use in order to avoid differerent spellings of the same tags etc.?

Thanks!

October 07, 2013 02:14
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Brian Keaney
hlj

Perhaps a silly question, but I've found no direct confirmation anywhere: 

In the ticket statuses, does the customer ("requester") receive anything when an agent chooses "Submit as New", "Submit as Open", or "Submit as Hold"? I assume "Pending" and of course "Solved" actually sends the customer a response,  but I'm not sure what exactly the customer sees with the other three. 

October 08, 2013 00:45
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Rebecca Bartel

Is there a way to see how the end user would see the ticket other than signing out as admin, signing in as an end user account, seeing what is wrong, then logging back in as admin to fix it? I am trying to set up new custom fields

Thanks

October 09, 2013 13:37
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Steve Szczecina

Rebecca, you could open up two different browsers (ex. Firefox and Chrome) side by side, log-in on one browser as the admin and log in to the other browser as a user. then just switch back and forth between the two browser windows and refresh as needed.

October 09, 2013 13:42
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Laura D.
Zendesk

Hi Rebecca, 

I do what Steve mentioned all the time - it's an easy way to test behavior because I can actually have the end-user do something like submit a ticket, reply to an update, or change a setting in their profile.

If you only need to see something as an end-user and you're using Help Center (new version of the end-user side of Zendesk) there is an option in the "Customize design" area to "Preview as end-user" that will let you see it as if you were an anonymous person visiting your site. Keep in mind that if you're restricting content by organization or tags, the "previewing as" feature doesn't recognize those privileges.  

October 09, 2013 14:20
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Laura D.
Zendesk

I realize there are quite a few question here so let me see what I can help with...

 

@Brian K
That depends on your triggers as they are what control notifications that get sent to your end-users. If you're using the default triggers and an agent updates a ticket but doesn't include a comment that would be accessible to the requester (a public comment) then no notification would be sent. If you've modified or changed your triggers to fire on ticket updates alone (submitting a ticket with any status change counts as an update) then yes, they could receive an update. Default triggers do send out a notification for a new request so if an agent creates a ticket on behalf of a user and submits it as new (or open) the requester would get a notification. The main point to remember is that status is one of many factors that influences requester notifications, it really depends on how your triggers are built.

 

Maria and Cathy,
You can specify ticket field values in search using the right syntax, something like, "fieldvalue:12345" or for drop downs use the tag associated with the selection you need like, "tags:menu_item1". I'd recommend looking through our Searching tickets article for more information. We also have a detailed Search Reference.

Also for you Maria, #1 is best done through a report if this information is contained in a drop down field. I see you have a ticket with us - someone will give you some more details there as there are a few ways you could do this. For #2 I would check out our Related Tickets app: when you open a ticket it will search existing tickets to find related ones, making it easy to see similar answers. 

If you have a drop down menu that automatically applies tags (each option has a separate tag) so those tags would be consistently applied. Otherwise you might consider using macros that add tags so all an agent has to do is apply the macro and they won't have to worry about spelling. One other thing about tags is that once they are in the system, as you type a word in the tag field related tags will auto populate - agents can select the tag after a few letters instead of typing the entire tag. 

 

@Brian Pavlovich

I'm not sure why the check box is there but I did some looking and historically this isn't something that's been possible to select. In a way end-users can see status anyway by seeing "open", "pending", and "solved" requests in different views in the Web Portal once they sign in. This is also in Help Center. Not an exact answer but hopefully that gives some context. 

 

@Steve 

We don't have a built in date field but you could do this with a Regular expression field (uses Ruby) - if you select that option there are some links on the next page about how to write one, here are two versions that might help: "/(\d{2})\/(\d{2})\/(\d{4})/" or "[0-9]{2}-[0-9]{2}-[0-9]{4}" - hope that's helpful!

October 09, 2013 16:28
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Brian Keaney
hlj

Hi Laura, 

Thank you for your answer!

October 09, 2013 18:47
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Maria Nørgaard
venuepoint

Hi Laura
Thanks - your answer was of great help! And also the answer to my ticket proved very valuable. I'll post here for the convenience of other users:

"You can consider to create a "View" which can list all these tickets. To create such a view you can click on the admin button on the bottom left hand side and go under Manage >> View >> Add Views.

Depending upon how you would like to list the tickets, you can create a single view for each option for the under "Content Category" or list all options in one view itself."

October 10, 2013 02:28
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Laura D.
Zendesk

Maria - glad that helped and thanks for posting the extra information!

I cleaned up the original post and deleted the edited one, hope that's ok :)

October 11, 2013 15:39
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Maria Nørgaard
venuepoint

Of course - thank you!

October 14, 2013 00:40
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Brian Smrz
sdsus

Hello,

I'm updating the ticketing field section. I activated the "Priority" from the deactivated section and it is NOT showing up in the ticket fields. I even tried a new ticket and it will not show up as a drop-down option. How come?

November 07, 2013 10:47
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Emily
Zendesk

Hi Brian, 

Are you referring to the Priority field that assigns Low, Normal or High to a ticket? It's a System field, so it will always be active in your Zendesk tickets. I see you have another custom field that references priority, which is also showing up in your tickets. Any time you make changes to a ticket field, be sure to sign out and sign back in before making sure the change was saved. If you still aren't seeing the right field show up, please submit a ticket to support@zendesk.com so we can investigate further!

November 07, 2013 10:56
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Brian Smrz
sdsus

Thank you Emily. I did sign out and signed back in with no result. Can you have two priorities in the same ticket? Is this why the “Low, Normal, High or Urgent” drop down is not showing up? Either way, I activated it and it’s not showing up in the tickets. Thanks, Brian 

November 07, 2013 11:50
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Emily
Zendesk

Hi Brian, 

When I signed into your Zendesk, I saw a custom ticket field referencing priority in addition to the system Priority field. Both were showing up for me when I attempted to create a new ticket in your account. Since they're not showing up for you, I'm creating a support ticket on your behalf and I'll see you in that ticket shortly.

November 07, 2013 12:02
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Brian Smrz
sdsus

Emily, I logged out for 5 minutes. I logged back in and now the priority field has appeared. Thank you, Brian 

November 07, 2013 12:37
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Emily
Zendesk

Hi Brian,

Happy to hear signing out then signing back in resolved the issue. I'll go ahead and close the ticket I opened for you. Have a relaxing afternoon!

November 07, 2013 12:54
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Peter Freund
compben

Hi,

it would be nice to link custom ticket fields only to specific groups or channels.

If you have got many groups to handle you get lost in fields.

Are there any plans?

thanks, Peter

November 15, 2013 02:45
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Emily
Zendesk

Hi Peter, 

This is a great suggestion, and you'll see it's quite a popular one per this feature request. As Erin, one of our Product Managers, mentions in the thread, we have partially addressed this request with ticket forms. You do need an Enterprise account for ticket forms, so if that's not part of your use case, feel free to add your additional comments to the conditional ticket fields feature request!

November 15, 2013 15:04
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Jess P.
payperks

In Lotus, I don't see Ticket Forms. Ticket Fields does not have any way to edit the Requester field that I can find. I see that I can add a new "Name" field, but not edit the one that comes in automatically as the user's name and email address when a user creates a ticket.

Is there somewhere else this information is kept?

December 03, 2013 13:34
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Laura D.
Zendesk

Hi Jess, 

The Ticket Forms  option is only available with the Enterprise plan so that could be why you're not seeing it as an option in your settings. 

That said, I don't know of a way for an Admin to reconfigure how Zendesk handles asking for a requester's email when they submit a ticket (and creating their name if it isn't already defined), that's built into the system as far as I know.

If someone signs up for an account on your Zendesk there are separate fields for their name and email, but you're right if they submit a ticket first Zendesk will automatically use everything before the '@' symbol in their address as their first name. You can then edit their name once it's in the system by going to their profile, clicking on their existing name and typing in the new one. That's a bit manual but that's the only way I can think of to do it once a user has submitted a ticket (other than with CSV imports or the API). 

December 03, 2013 15:17
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Jess P.
payperks

Hi Laura,

That method of name formatting (anything in front of the @) isn't consistent with what I've seen on our tickets that are sent in free-form (not from the ticket submission form). Sometimes it does, but other times a "real" name is entered. Any idea why sometimes it works one way and not others?

December 03, 2013 15:47
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Laura D.
Zendesk

Hmmm, I wonder if it's anything to do with how a customer's email address is listed on their mail server - are their a few user ID numbers that you can point me to where they haven't come with just the first part of the email address as the name? The IDs show in the URL when you're on a user's profile and it's okay to post them publicly. 

December 03, 2013 15:52
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Collin Moore

Created a Custom Ticket Field, but I can't get it to display in a ticket. Ideas?

December 11, 2013 17:09
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Seth Wylie
insightsquared

@Collin, is it down in the "Inactive Fields" section of the Ticket Fields setup screen?

December 11, 2013 17:47
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Collin Moore

@seth It is active, but still isn't showing up :(

December 11, 2013 17:51
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Laura D.
Zendesk

Hi Collin, 

Is it visible for end-users? Are you trying to see it in the end-user view when the submit tickets or in the agent interface? If in the end-user view make sure to check box (it's available in the edit view for the field), if in the agent interface you may need to refresh the window to see it. 

December 12, 2013 08:48
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Christie Strasia
outright

Wondering about Type = Task...

1. are there best practices around setting due dates? I see it defaults to a week but I'm guessing it'll depend on the specific task.  Is there a way to reset the default?

2. What happens if the Task isn't completed by the due date?  In our particular situation we'd escalate the Task to a different group of agents, but not to a specific person.  So if there's some kind of notification sent out automatically, who would it go to? Along those same lines - is there a notification sent to the original assignee if the date is missed?

3. Which raises another question - would I need to create a trigger / automation to notify someone when a Task has been escalated?

Thanks for your help!

January 02, 2014 12:32
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Emily
Zendesk

Hi Christie, 

1. Tasks are there to serve your workflow, so the due date is your choice. In Classic Zendesk, it defaults to about a week out and in New Zendesk there is no default. There is no "best practice" around the specific due date chosen. This is completely up to when your project is due. 

2. Task notifications aren't automatic. You build these as needed using automations. Since your workflow is to escalate a ticket to a Group at the due date, one idea might be to build an automation that alerts the group if the ticket is still not assigned to an individual within a certain amount of time past the due date. 

3. You can definitely build a trigger that notifies a group of assignment. From a "best practice" standpoint, it's worth keeping volume in mind. If only a few tickets are being escalated to this group, the notifications could be very useful. However if 100 tickets per day are assigned to the group, the constant notifications may be a burden to the group members' inboxes. In the latter case, a view for all tickets assigned to the group may be more efficient. 

January 03, 2014 13:35
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Keith Jones
magmutual

So, from what I've read here, ticket fields that are marked as visible to the user should show up in the submit ticket form. I'm only seeing Subject and Description. I can mark them as required when an agent solves the ticket, but I don't see anywhere to make it required for the user. I can't seem to make either system nor custom fields show up for users. Any ideas what I'm doing wrong? We are on the regular plan.

March 21, 2014 10:55