With Zendesk you can create a wide range of custom ticket fields: drop-down lists, text, multi-line text, etc. If you want more information about custom ticket fields, feel free to check out Adding and using custom ticket fields.
One of the most frequently used custom fields is the drop-down list. Sometimes the wording of your drop-down field options is not exactly what you wanted, so you may want to edit them across your entire Zendesk. And you can do it by simply changing the wording of your drop-down field options. However, there is one important thing that you should always bear in mind when doing so: never edit the tags of your field options!
When you create a drop-down list, four fields can be reworded in the edit page of your drop-down list, and here they are:
- The ticket field title visible to your agents
- The ticket field title visible to your end-users
- The titles of your field options
- The tags of your field options
Like I said, you should never edit the tags of your field options (circled in red in the screenshot below). The tags have the important task of rendering the value of your field options, and if you change them, then you will lose the data on your existing tickets.
On the other hand, the other parts of the drop-down edit page can be reworded (outlined in green below) and the rewording will be automatically applied in bulk on all your existing tickets without loss of data.
For example if you want to give completely different options for the above drop-down list, you can do so by changing the titles of your field options : “General Enquiries”; “Technical issue”; “Refund”; “Job Application”....but their respective tags (“tag1”; “tag2”; “tag3”; “tag4”) should never be edited.
If you have any additional questions, add a comment here or contact our support team at firstname.lastname@example.org.