Adding custom fields to your tickets and submit a request form

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You can add custom fields to tickets, and they can be visible to agents only or to both agents and end-users. Your visible custom fields appear on your tickets in Zendesk and on your support request form.

After you create your custom ticket field, you can use it in triggers, automations, macros, and views (see Using custom ticket fields in business rules ). And if you're on Professional or Enterprise, you can report on custom ticket fields in Insights (see Reporting on custom fields in Insights ).

Topics covered in this article:

Note: You can also add custom fields to users (see Adding custom fields to users ) and organizations (see Adding custom fields to organizations ).
Tip: Learn how you can use ticket fields to enhance agent productivity in Sylviana Ho's Fine Tuning: Agent productivity.

How custom ticket fields work

Custom ticket fields are typically used to gather more information about the support issue or product or service. You can add custom fields to your tickets for agents and you can also add them to your Help Center Submit a Request form if you want end-users to see the custom field. Custom ticket fields can be required or optional for agents.

You can create the following types of custom fields:
  • Drop-down list
  • Text
  • Multi-line text
  • Numeric
  • Decimal
  • Checkbox
  • Date
  • Regular expression

The drop-down list and checkbox custom fields generate tags that can also be used in automations, macros, triggers, reports, and views (see Understanding custom ticket fields, tags, and business rules ). All custom fields can be referenced as placeholders (see Placeholders for custom fields ).

Adding a custom ticket field for agents and end-users

You can add custom fields to tickets, and decide if they should be visible to agents only or to both agents and end-users . You can add custom fields to your submit a request form by setting them as visible to end-users.

Only administrators can add custom fields.

To add a custom field
  1. Click the Admin icon ( ) in the sidebar, then select Manage > Ticket Fields .
  2. Click add custom field .
  3. Click Select beside the custom field type you want to add.

    For information about the fields types, see About custom field types . If you are adding a drop-down list, you can have up to six levels of organization (see Organizing drop-down list options ).

  4. Beside For agents , enter a Field title that will appear on your tickets, then click Required if you want to require that agents complete this field to solve the ticket.

    If you have automations that automatically solve tickets, see About required fields and automations .

  5. Beside For end-users , click Visible if you want to add this custom field to your Submit a Request form.

    Additional options appear when you select this option.

  6. If you selected visible beside For end-users , modify the Field title that will appear on your Submit a Request form, if you'd like, then click Editable if you want to allow end-users to edit the field.
  7. (Professional add-on and Enterprise)  If you have set up multiple ticket forms, you need to manually add the custom ticket field to the forms where you want it to appear for end-users (see Editing ticket forms ).

  8. Click Add field .

If your custom ticket field does not appear on a new ticket, you might need to restart your browser to see it.

After you create your custom ticket field, you can use it in triggers, automations, macros, and views (see Using custom ticket fields in business rules ). And if you're on Professional or Enterprise customers you can report on custom ticket fields in Insights (see Reporting on custom fields in Insights ).

Tip: Tal shows how to hide specific ticket fields from a group of agents in this community tip !

You can also watch this short video to see how to create custom ticket fields.

Creating Ticket Fields (01:28)

Understanding the persistence of custom field data

If you delete a custom field from Zendesk, the data from the custom field is not preserved in existing tickets, including closed tickets. The data is preserved only if the custom field also adds a tag to a ticket. The two custom fields that add tags are the drop-down list and the checkbox. If you delete one of these custom fields, then the data in tickets persist as tags.

For example, suppose you have a drop-down list in your ticket form to associate tickets with different product names. After a while, a decision is made to stop providing support for one of the products. If you remove the product from the drop-down list, the product name persists in existing tickets as a tag. If however you use a text field to record a product ID and you delete the text field, the product ID is not preserved in your tickets.

Have more questions? Submit a request

Comments

  • 0

    Is it possible to preselect a checkbox (value="checked") or preselect a dropdown field?

  • 0

    Hi Hajo,

    Please send us further information to support@zendesk.com. We will gladly look into this further for you. 

  • 0

    Hi,

    When trying to add a drop down list I have no options under 'field options'.  Can anyone help?

    Thanks

  • 0

    Damian, 

    Please open a support request. You should be able to see the field options. 

  • 0

    What if we want to request ( as hidden variables ) additional info from the users computer - like browser, os, screen resolution, etc which are all possible through some simple custom js code, how can we do that ?

     

    We often get complaints from users about bugs we can't reproduce and this info is vital for us to debug.

  • 0

    Hi Mandy,

    Within your tickets you can select the 'all events and notifications' link to see what browser and os your user submitted the ticket with. If you need help with gathering additional data from your users, please send us an email to support@zendesk.com.

  • 0

    Is it possible to add a custom drop down field which will only appear if a custom checkbox field has been ticked.

    Eg: Do you Require Local Support? If checked then a field of local offices appears (but it's not visible unless the checkbox is ticked)

    Thanks

    Sarah

  • 0

    Response to Sarah Mead's comment:

    That would be a great feature. It didnt seem possible when I first created this but this would be wicked cool! Maybe our Zendesk Gurus can do some magic?! =)

  • 0

    Hi Sarah and Priscila,

    While we don't offer the functionality you're looking for at this time (e.g., conditional ticket fields), we are looking into this for future development.  If you're interested and have the resources, you might use this custom JavaScript code as a guideline to build conditional fields into your Zendesk (https://support.zendesk.com/entries/51926-conditional-fields)

  • 0

    Is it possible to create different "types" of tickets?

    For example, when submitting a Ticket about a problem in one area of our software, we want people to provide custom fields A, B, C. But if they are submitting a Ticket about a problem in another area of the software, we want to add custom fields X, Y, Z.

    Basically, it looks like Custom fields apply to every ticket created. Is it possible to create different sets of custom fields that are displayed based on a parameter in the URL or something like that?

    Thanks

  • 0

    I quote @Tube Toolbox, as we are loking for the same feature!

    Further, I wanted to ask, how I can translate the ticket fields (and thus the categories and subcategories I created) in other languages.

    So that if a customer is E-speaker he gets something like:

    * Category -> Product -> Purchase

    While if he speaks German he gets  something like:

    * Klasse -> Produkt -> Kauf

    I tried to create a dynamic content and paste the code, but that didn't work... ;-)

    Thank you!

  • 0

    Tube Toolbox and Stef, 

    About showing different custom fields, check out this article

  • 0

    Thx Anton. But what about the different languages? Sorry, I'm a newbie.

  • 0

    So only custom fields that use tags (selects, checkboxes, etc.) can be filtered in a view?  Will it ever be possible to filter on a numeric custom field?

  • 0

    Is there an easy way to change the custom ticket field type after it was created?  I want to change from numeric type to text.

  • 0

    Is there a way to create custom fields or user groups that would allow you to restrict access to certain ticket functions/editing capabilities?  For example if i want to have Agent Group A and Agent Group B with certain access levels.

  • 0

    Is it possible when adding field options for a drop down that a default be selected that would then be automatically applied to new tickets; a global default option would be great, a default per user even better?

  • 0

    How about leaving empty fields off an email?

    ie: [if {{ticket.ticket_field_21520366}} then "Category: {{ticket.ticket_field_21520366}}] will only appear if it is not null/empty.

  • 0

    Hi!

    I have a question. In the custom ticket field (Checkbox) that we have created. I wanted to make it so that it marks the users entire account. Not just that specific ticket that they sent in.

    For example, I want to use this box in order for me to mark users that are VIP's. Whenever the user sends another ticket there is some way to know that he/she is a VIP. Something like the VIP box is already checked in every ticket they have and start or they automatically get a tag of VIP on every ticket they send. 

    Sorry if it sounds confusing, please let me know if you need any further information from me on this. Thanks!

    -Scott

  • 0

    Hi There. 

    I have a requirement that, i need to add some custom ticket fields, and i need to attach some java script code to the field, so that whenever the feedback tab gets loaded and the custom fields gets loaded with some calculated values.

    How can i achieve this?

  • 0

    Hi all

    Is there a way to make a custom field editable so that the end-user can edit it numerous times AFTER they have submitted the ticket?

    Thanks

  • 0

    Hey Ellen: 

    Once a ticket has been submitted, only the agents can modify the field selection. End-users will be unable to change that field. 

  • 0

    What options are there for soliciting user input for Custom Support Ticket Fields if the support ticket is being created through a non-Web Portal channel such as Email?

     

    Thanks

  • 0

    Is there a way to customize the status field? We do get some requests that would be taken care in the future enhancement until then we would want to move the ticket to a status which is not closed but at the same time we don't want to leave it open.

  • 0

    **Hiron: **You'd need to use the Comment text condition in a trigger to populate your custom fields via email requests. It looks for specific words or strings in the incoming message subject and body. You could then set your custom fields accordingly under the Perform these actions section. 

    Anusuya: The system status field is universal across all Zendesk accounts. It is not possible to modify that particular field. We've just released a new on-hold status option, though. I think that might help you here! Check it out: https://support.zendesk.com/entries/22340998-adding-the-on-hold-ticket-status-to-your-zendesk

  • 0

    Is it possible to have a custom ticket field (mine is numeric) that serves as an http link?  I have a custom field that is a bug number in our internal bug system.  I'd like to be able to click on the value in that field, and have it turn into a link in the form of http://my.custom.bugtracker/bugnbr=<value\_from\_my\_Zendesk\_custom\_field>

    Any hints where I could look for a way to do that?  I did a bunch of forum searching, but didn't find anything. 

  • 0

    Hey Bill: 

    I'm afraid we don't have a way to turn field data in to links! I can see how that would be useful, though. 

  • 0

    Ok Justin, thanks for letting me know.

  • 0

    I would really like to have the organization_requests list of open requests show a particular custom field (and allow sorting on that custom field).  Basically the goal is to allow customers to see the priority order of the requests from across their organization.  Any ideas how I might accomplish that?  Thanks!

  • 0

    Hey Jacob:

    That degree of sorting isn't doable just yet from the end-user level. This is something we hope to address in the future with the new help center. 

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