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Custom Fields in Comments

Scott Pascoe
suggested this on February 05, 2009 12:22

I don't have a separate time tracking application, like Harvest (can't justify the extra cost at this point).  It would be really helpful to have the ability to add custom fields to the individual comments in a ticket (like we can do for the ticket itself).  It would also be good if we could choose whether the custom fields are visible to end-users or not.




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Jake Holman
Product Manager

Hi Scott,

Unfortunately this isn't something that's likely to happen, sorry! We can't see that having a custom field for just a comment is going to help the majority of users.

Jake Holman
Zendesk Support

December 21, 2009 03:19
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Matt Penner

I would love this feature.  The actual details on each ticket line item (the "comments") are so sparse and vague it makes detailed tracking very difficult.  If we had the ability to add custom fields it would make this system much more robust and usable.


For instance, each line item tracks the day/time it was entered.  Many times I enter comments the next day, especially if I'm on site with a client.  If I could have a custom field for the date/time the work was done that woudl be great. 


I would also love the ability to track the work time, like Scott's comment above,  as well as mileage.


It's weird that you can't see how this is going to help the majority of users.



May 05, 2010 16:16
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Taras Savchuk

Big +1 for per-comment custom fields.

November 25, 2010 13:30
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Frank Mogensen
June 26, 2011 08:25
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David Birchmier

I think this will solve your needs perfectly! Sorry it took us so long to get it ready for release! I think you'll love the results though! :)

It's called TymeShift and it's the easiest, yet most flexible time tracking solution available for Zendesk:

We originally developed it to solve our own time tracking / billing needs, and have now decided to release it. We really hope that it can help others like it has helped us!


It will allow your agents to:

  • Easily clock in and out on any ticket
  • Switch seamlessly between tickets
  • All time is logged and cleanly summarized for billing purposes
  • Agents can leave billing notes if they desire

 You can check it out here:

We love Zendesk and hope this new App will make things even easier for users!

July 07, 2012 00:11
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David Birchmier


TymeShift is now LIVE in the Zendesk App Store! 

You can find us in your Zendesk App store, at, or the official integration page:


Much love to ZendeskTSheets, and all of our awesome beta testers for helping us create the world's best time tracking solution for  the world's best helpdesk, Zendesk! 

December 15, 2012 13:50