You can view all of your system and custom ticket fields on the Ticket Fields admin page. There you can browse, search, and filter your ticket fields. You can also change the display of ticket fields on the page.
You must be an administrator to access and view your ticket fields in the Ticket Fields admin page.
This article contains the following topics:
Related articles:
Accessing the Ticket Fields admin page
All ticket field-related management tasks happen on the Ticket Fields page.
To access the Ticket Fields page
- Click the Admin icon (
) in the sidebar, then select Manage > Ticket Fields.
From here, you can browse, sort, search, and filter your ticket fields. You can also export ticket fields.
Browsing the ticket fields list
Ticket fields are divided by activation status. The default view on the Ticket Fields page is the list of Active fields. You can view fields that have been deactivated by clicking the Inactive tab.
By default, ticket fields are listed in the order they were created. If you have a large number of fields, the list will be paginated. You can scroll through the pages using the controls at the bottom of the page:
Searching the ticket fields list
You can search your list of ticket fields by entering a search value into the search box at the top of the page:
- Titles, the name given to each ticket field, including partial titles
- Field IDs, unique numeric identifiers given to each ticket field, including partial ID numbers
- Ticket field values, The values created in a drop-down or multi-select field.
Modifying and sorting on columns
You can customize the information displayed on the Ticket Fields page by adding columns to, and removing columns from, the fields list.
Initially, there are four default columns applied to the fields list: Title, Field ID, Type, and Date modified.
The following columns may be available for inclusion in the fields list:
-
Active forms, the number of forms a ticket field appears on. You can hover over
the number to view a list of the forms using that field. Note: This column is only available to customers on Support Enterprise and Zendesk Suite Growth plan and above.
- Field ID, unique numeric identifiers given to each ticket field, including partial ID numbers
- Type, the ticket field’s format (Drop-down, multi-select, numeric, and the like).
- Created by, the admin who created the field.
- Date created, the date the field was created.
- Date modified, when the field was last edited.
-
Permissions, including:
- Editable for end-users
- Visible for end-users
- Required for agents
- Required for end-users
When displayed, the permissions options applied to the field are indicated by a check mark.
To add a column to the ticket field list
- On the Ticket Fields admin page, click the options icon (
) in the upper right to display the list of available columns. Columns currently applied to the list are indicated by a blue check mark.
- Click the column(s) you want to apply to the ticket fields list. The column is immediately applied to the list.
To remove a column from the ticket field list
- On the Ticket Fields admin page, click the options icon (
) to display the list of available columns. Columns currently applied to the list are indicated by a blue check mark.
- Click the column(s) you want to remove from the ticket fields list. The column is immediately removed from the list.
To sort your ticket fields by column
- Click the name of the column you want to use to sort your ticket field list. The list is reorganized based on the information in that column.
- Click the column name again to reset the sort order.
Filtering the ticket fields list
The Filters drop-down, located next to the Search box, allows you to display only those ticket fields that meet certain criteria, including:
- Permissions, including Agents only, Read-only for end-users, and Editable for end users
- Requirement settings, including Required for agents, and Required for end-users.
- Field type, the ticket field’s format (Drop-down, multi-select, numeric, and the like)
-
Creation source, including Created by app, Created by admin, and Created by system
You can apply multiple filters to the list. If you use more than one filter, they are applied as an OR statement - that is, choosing the Type > text and Created by app filters will display all text-type ticket fields, regardless of their creator, as well as all fields created by an app, regardless of their field type.
To apply filters to the ticket field list
- Click the Filters drop-down menu. Currently-applied fields are
indicated in the drop-down list by a blue check mark, and are displayed below the search
box:
- Click the filters you want to apply to the ticket field list. The filters are applied immediately.
To clear individual filters applied to the ticket field list
- Click the x by the label name under the search box.
To clear all filters applied to the ticket field list
- Click the Filters drop-down menu, and select Clear filters.
12 Comments
If a ticket field is removed, will this affect historical data where the deleted field was used on a ticket?
Hey Tikisha -
The following article answers your question and provides some additional helpful info:
Best practices for altering your custom ticket fields
Basically, it won't impact historic data, but it will no longer show on the ticket. Once a ticket is closed, the data will always be in the API.
I hope that helps - let us know if you have any further questions!
Is it possible to restore a removed/deleted ticket field?
Hi Diastowo -
Unfortunately there is not. Once it's been deleted, you would need to re-create it.
Hi,
Is it possible to add Agent / role permission based ticket fields? I would like to add a ticket field and allow only certain roles to be able to edit the field. the only permission I found was between Agents / End users.
Hi Arianna,
Thanks for reaching out!
It unfortunately isn't possible to restrict a ticket field by role, but you may be able to work around that if you are using multiple ticket forms. You could set up different ticket forms for different groups, and use the contextual workspaces feature to assign specific ticket forms to those groups in order to limit access to the fields on the different forms.
Please don't hesitate to open up a ticket with our support team if you want to look at any examples.
Best,
@Adrianna,
We agree with you on setting permissions down to the field level. Here is a Feature Request that has gotten some attention. Please upvote it if you agree it should be considered. https://support.zendesk.com/hc/en-us/community/posts/203438196-Read-only-custom-org-user-fields
Hi,
We noticed that when a follow up ticket is created all of the ticket fields are automatically filled in with the same details as the previous closed ticket. Is it possible to disable this?
Thank you,
Eve
@Eve
I've had that issue also and resolved it by creating a new trigger at the top of my trigger list that looks for Channel: Closed Ticket and sets the tags to what I need them to be for a new ticket, which therefore removes all the previous tags and therefore removes all the previous data.
Be sure to test it because I found a couple instances where I needed to update my Set Tags to accommodate other triggers already in place.
Hope this helps!
I'm an analytics practitioner and I'd like to be able to see (but not edit) custom fields and their values. Is this possible?
I'd like to be able to reference the current available values for each custom field as I write database queries and do exploratory data analysis.
If I can't view the field values in the application, I'll have to create separate documentation that will be outdated if a Zendesk admin adds or removes a custom field value. I'd like to avoid having to maintain a separate list of current field values, as those can change quickly, as needs arise for our support team.
Salesforce allows you to do this via their Schema Builder and I'm looking for something similar. I use the schema builder all the time to see all current possible available options for fields. This is especially useful for their picklist type objects, which is directly analogous to a Zendesk multi-select custom field type and practically analogous to a Zendesk dropdown custom field type.
Is there a way to manually set the order that the fields will show on the front end? For example - we currently created a new custom field and it is correctly showing on the new request page that our users get to from the Submit a Ticket link in our Guide. The field is at the bottom of the page and we would like to move it closer to the top but we didn’t see how we could set the order of the fields. Thanks!
Hey,
This article might help you: https://support.zendesk.com/hc/en-us/articles/231864467
Please sign in to leave a comment.