How can I add additional ticket type options?

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26 Comments

  • Clay Leeds

    Can you add Feature Request or Enhancement to the ticket Type field? I'd rather not add a Custom field for this purpose.

    9
  • Nicole Saunders
    Zendesk Community Team

    Hi Clay - 

    You would need to add a custom field for that. There is not a default field for feature requests or enhancements. 

    0
  • Clay Leeds

    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

    1
  • Nicole Saunders
    Zendesk Community Team

    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. 

    0
  • Clay Leeds

    Thanks! I'll check it out. Have a great day!

    0
  • Nicole Saunders
    Zendesk Community Team

    You too, Clay. Thanks for your feedback and participation. :) 

    0
  • Nick M

    +1 It would be great to have a possibility to rename default ticket type values. 

    1
  • Oleg Melnikov

    +1. very helpful option

    1
  • Rajinder Thakur

    Yes, it would be helpful if we can edit the type field and can add more options to the drop-down.

     


    Thanks,

    1
  • Nicole Saunders
    Zendesk Community Team

    Hi all -

    I encourage you to create a new post in the Support Product Feedback topic where more users can see your comments, engage, and vote on the idea.

    0
  • Chris Fink

    If we plan to use a custom Ticket Field to track the ticket type due to a desire to have more granular control, is it advisable to deactivate the built-in "Type" field if we plan to not use it, or will this cause issues? Thanks so much!

    2
  • Brett Bowser
    Zendesk Community Team

    Hey Chris,

    Since this isn't a required field you won't have to worry about de-activating and leaving blank. If you do run into any issues please let us know and we can dig into it with your :)

    1
  • Chris Fink

    Hey Brett,

    Thanks for the quick response! I've gone ahead and deactivated the built-in "Type" field and created my own with the same name. So far, so good.

    Thanks again and enjoy the weekend!

    0
  • Brett Bowser
    Zendesk Community Team

    Happy to help Chris!

    0
  • Joel Mayer

    I would like to use the Problem / Incident functionality that the built-in system Type offers, but would also like to have other types available... and not have redundancy or clutter when it comes to the fields agents need to fill out.  It seems like I have to choose one or the other.

    Has anyone come up with a viable work-around?

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Joel,

    I'm afraid in this case it would need to use one or the other if you want to include custom type options. Perhaps other users can come up with an alternative solution for you that I may be missing.

    0
  • Alex S.

    If the System Field is deactivated but some items have been assigned to a Type in the past, do we lose the existing reporting? For example, deactivating the Type System Field and creating a custom field for that same purpose, how can we link the existing type tickets, etc. to the new custom field?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Alex,

    If the tickets are closed then that data will remain available within your reports. You won't be able to edit those tickets as the fields become read-only access. For reporting purposes, you'll want to temporarily include both fields in your report until you've completely phased out the field you've deactivated.

    Once you've phased out that ticket field you can remove it from your report and continue using your newly created ticket field.

    I hope this helps!

    0
  • Jiri Kanicky

    Why Zendesk team does not listen to its users? Having hardcoded types does not make much sense. Each business requires a different type of tickets.

    I am surprised by the fact that everything in Zendesk is hardcoded.

    Perhaps you should investigate how many customers use the system Type field as is? I would guess not many.

    0
  • JAMES HARRIS

    Is there a way to make "Incident" the default value of the Type field? 

    Custom drop downs let you select a default.  It seems like system drop downs should as well. (Blank could be selected as a default if an organization wanted agent action to be required).

    I too want to leverage the Incident / Problem functionality of the native Type field. At the same time I need all new tickets to come in as "Incident" so our agents will not to complete yet another field.  We have in place a custom field for the business driven types.  Best I can tell these do not provide the incident / problem functionality we need to incorporate Service Desk Problem Management. 

     

    0
  • Brett Bowser
    Zendesk Community Team

    Hey James,

    There's no way to make Incident the default value, however, you could use a trigger that sets the type to incident once the ticket has been created. You can use the following conditions:

    Ticket > is > Created

    Action

    Type>Incident

    More information on triggers here: Trigger Resources

    I hope this helps!

    0
  • Peter Godden

    Hi all, we've come up with a way (using our Field Conditions app) to add alternative/additional ticket types while retaining the unique functionality of the native Zendesk Type field.

    I've created a blog post and 5 min explainer video on how this can work here: https://sweethawk.co/blog/how-can-i-add-additional-ticket-type-options-in-zendesk

     

    0
  • Ankit Garg

    I added the custom field with same name "Ticket Type" for defining my own type of ticket fields but I am not able to include my own custom field in the Views. When I include my own Ticket Type then it shows the standard value (Incident) in the View.

    0
  • Blanca

    Hi there Ankit,

    Thank you for reaching out. As for the views, custom fields can be added depending on the ticket type (Drop-down, multi-text, etc.). For more information, here's an article for your reference (Creating views to manage ticket workflow

    So first, when you create the view, you need to add the custom field Type that you have created and include it under Meet Any of the following. And then at the bottom part, click add a column and choose the Type you have created.

    I hope this helps.

    Cheers,
    Blanca | Customer Advocate

    Chat with our live support!

    https://support.zendesk.com/hc/en-us

    0
  • Ankit Garg

    Hi Bianca,

     

    Thanks for your reply but I meant to say that I would like to be able to see my own defined Ticket type as a column in the view. For example, in the below image, the Type shows incident and I would like to show my own defined values here not the Zendesk standard ticket type values.

    How can I do that?

     

    0
  • Blanca

    Hi there Ankit,

    This is to confirm that you may do so. I have tested it on my test account based on the article I. have shared. A ticket has been created on your behalf 6899204 so I can share the sample via e-mail.

    Cheers,
    Blanca | Customer Advocate

    Chat with our live support!

    https://support.zendesk.com/hc/en-us

    0

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