Set default type if Type field is deactivated
Hi there!
I've experienced this case reported from clients a few times now, and to me, it makes no sense, and ought to be an easy fix seen from the end-user perspective.
Scenario:
An admin disables the system field Type.
When tickets arrive after this point, they all just the Type incident.
Usually, it's Ticket from start - but turns into Incident when deactivating Type field.
I'm aware that it's no good idea to deactivate system fields - but I've seen people doing it a few times. I believe they do it because they don't know the functionality of the field(s), and therefore wants to simplify their ticket form as much as possible.
#helpsome regards,
Simon Blouner
Zendesk Consultant @ helphouse.io
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I'm seeing this in our account. We don't use the default ticket type field, we created our own field (bug, feature request, product question, other). Now, all tickets default to "incident" which we don't want. I'd rather this just show as "ticket" or not show at all.
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Hi Jake,
This is expected behavior. Disabling the Type field doesn't change the Type value of existing tickets. However, it will remove that field from your ticket form so it is no longer visible, and any new tickets created while Type is disabled will default to the type "Incident". As to the reasoning, the most common types would be Question or Incident, and I believe Incident is chosen because it covers more situations than Question. Do you anticipate that causing issues?
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