Viewing your ticket fields

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12 Comments

  • Tikisha Dowden

    If a ticket field is removed, will this affect historical data where the deleted field was used on a ticket?

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  • Nicole Saunders
    Zendesk Community Team

    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!

    1
  • Diastowo Faryduana

    Is it possible to restore a removed/deleted ticket field?

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  • Nicole Saunders
    Zendesk Community Team

    Hi Diastowo - 

    Unfortunately there is not. Once it's been deleted, you would need to re-create it. 

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  • Arianna Rotem

    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. 

    1
  • Gail L
    Zendesk Community Team

    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,

    1
  • Heather Rommel
    Community Moderator

    @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 

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  • Eve Molloy

    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 

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  • Heather Rommel
    Community Moderator

    @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!

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  • Renee S.

    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.

     
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  • Rob Roper

    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! 

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  • Thomas Verschoren
    Community Moderator

    Hey,

    This article might help you: https://support.zendesk.com/hc/en-us/articles/231864467

    You can reorder ticket fields on all Support plans by navigating to Admin () > Manage > Ticket Forms. On this page, change the order that ticket fields are displayed on ticket forms, by clicking on any field and manually drag it to the desired position on the form.

     

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