Question
How can I add additional ticket Type options?
Answer
It is not possible to modify the Type ticket field, as this is a system field. There are four values for ticket Type (Question, Incident, Problem, and Task). Since it is not a required ticket field, it can also be left blank.
You can also add custom fields to your tickets if your workflow requires this. For a guide on creating custom ticket fields, please see our article on Adding custom fields to your tickets and support request forms.
Comments
6 comments
Can you add Feature Request or Enhancement to the ticket Type field? I'd rather not add a Custom field for this purpose.
Hi Clay -
You would need to add a custom field for that. There is not a default field for feature requests or enhancements.
Hi Nicole,
I was hoping 'add a Custom Field' wasn't going to be the response.
Feature Request seems like the kind of field that would be a shoo-in for a common solution.
Is it possible that somewhere up the chain of command, someone might say, yeah, that's a good idea, we'll add it?
Clay
Hi Clay -
I know it's not the response you were hoping for, but it is how the system currently works. I know it seems like a simple ask, but it's possible that changing those fields would have other implications, or that it hasn't been included to this point for a reason.
That being said, you're welcome to start a thread in the Product Feedback area of the Zendesk Community, where the Product Managers go to hear from our customers about their use-cases. You'll want to give them details such as what the impact to your business is and how it fits in your workflow. i.e. do you get 30 tickets a day or two per month with feedback? How would having this field change your workflow? What would having that field enable you to do? Why is the custom field a suboptimal option?
Product development decisions take into account the size and scope of the impact, number of customers this would impact, cost of development and implementation, and a number of other factors. I can't guarantee anything, but posting there is the best way to get your idea in front of the Product team.
Thanks! I'll check it out. Have a great day!
You too, Clay. Thanks for your feedback and participation. :)
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