Adding custom fields to your tickets and support request forms Follow

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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 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 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, and set a default option (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. If you're adding a drop-down list, use the Default checkboxes to select a field value to display as the default option. If you do not want to display a default option, leave all checkboxes blank.
  8. (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).

  9. 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, 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 (1:28)

Understanding the persistence of custom field data

If you delete a custom field, 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.

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Comments

  • 0

    Hi,

    I have set up a custom ticket field but it doesn't then show up on my tickets, new or old. Can anyone help me? Is there something simple I've missed?

    Thanks,

    Conrad

  • 1

    Hey Conrad!

    If you're on Enterprise, your custom ticket fields won't show up until you've added them to whichever ticket forms it should be a part of it. Just go to Gear icon > Manage > Ticket Forms. Click on each form, and drag the custom field over to it.

    If you're on the Plus plan or lower, you probably just need to refresh your browser. Sometimes browser caching prevents these types of changes from showing up immediately.

    Please let me know if you have any other questions!

  • 0

    Did something just change with the Name ticket field? Instead of filling in the customer name, it's showing the {{ticket.ticket_field_21694146}} text. I've double checked the field id to ensure that hasn't changed and it looks fine there.

  • 0

    Hi Kraven!

    Quick point of clarification: is this a default system field, or a custom field that you created? Can you also point to what business rules you're using that placeholder in? I'd like to take a closer look.

    Thanks!

  • 0

    Disregard. I was speaking about a custom field, yes, but the {{current_user.name}} placeholder was affected as well. It seems to have cleared itself up however. Thanks for checking in!

  • 0

    Great! Glad to hear it's been sorted out. :) Let us know if you need anything else!

  • 0
    Is there any way to require fields for internal tickets completed by Agents? I can make End-User fields required, but I don't see a way to make internal fields required.
  • 0
    @Pfinan - You can make fields required upon solve, but not on ticket creation.
  • 0
    Thanks for the quick reply, Anna. I was afraid that was the answer.
  • 0
    There are some apps in the marketplace that can help. The ticket field manager app or the cloudset app both can do this.
  • 0

    When using the custom drop down field, it tags my tickets on the agent side however the select input does not reflect the users selection? 

     

  • 0

    Hi Justin!

    You'll want to go into your custom fields and make sure that the assigned tags line up with what you put in the field itself. If you went through and changed the contents of the fields at any point (for instance, to change the order they appear in the dropdown), I don't think it automatically updates the tag.

    Let me know if that doesn't solve the problem!

  • 0

    Thanks Jessie but I my problem isn't with the tags. If a user selects, "blue" the ticket is tagged with blue. However if you look at the 2nd picture, the color drop down is not selected. It's value is "-". Shouldn't that be blue? If not, why is it there?

  • 0

    Hey Justin,

    Thanks for the extra bit of clarification there.

    It's awfully difficult to say exactly what's happening there with just a couple screenshots...what I'm understanding from your explanation is that your end-user is selecting a color from the drop-down field and the ticket is being tagged correctly, but on the agent end of things the field is showing the tag but no selection in the drop-down. Is that correct?

    Is that happening on all tickets, or just a few of them, or just on the one you're using as an example? If you don't mind, I'd like to hop into your Zendesk to take a look at some things and see if I can duplicate the issue. Can you provide me with a couple ticket numbers where this issue has occurred?

  • 0

    Hi Jessie,

    Can you change the requirement for the custom field to be mandatory on 'save' or update instead of 'solve' for an Agent..trying to drive the Agents to continue to populate prior to closing, as it impacts reporting of open tickets when they only add information on the backend close of a ticket.

    Thanks

    Martin

  • 0

    Apologies if this has been asked (and answered) before. I want to set up a custom ticket field for agents that has to be filled in upon solving. This field will basically be a root cause as to why the ticket was raised. As such, I'd like to make different drop down options according to ticket type. Is it possible to link the field to the ticket type?  

    Edited by Tim Stubbs
  • 0

    Hi Tim,

    You can accomplish this by using the Conditional Fields app. The app is available to customers on the Enterprise plan and to customers who have purchased the Productivity Pack Add-on.

    Thanks!

  • 0

    Thanks Anna. What's the Productivity Pack Add on?

  • 0

    Add-ons are features that you can purchase on top of your Professional or Enterprise plan. You can learn more about them here:

    https://support.zendesk.com/hc/en-us/articles/217547487

    The Productivity Pack (that includes the Condition Fields app) is included with Enterprise plans and can be added-on to Professional plans.

  • 0

    Is there a way in zendesk where i can create a custom field and add computation to it.

    Its like i don't want any one to fill in those field, I want that field to get auto calculated. 

     

    Eg:

    My_Custom_Field = Submitted_Date  - Closed_Date

     

     

  • 0

    Hi Daniel!

    It's not possible to do that with custom fields. Can you go into more detail about what you're trying to accomplish? There might be another way to do it.

  • 0

    Well, i want to find out how many business days did it take for a ticket to be closed  

     

    So i want to create a custom ticket field to retain a calculated value of some formula.

     

    example:  

    Ticket_Submitted_Date - Ticket_Closed_Date

  • 0

    Blocking dates in the calendar / formatting the calendar input field:

    Zendesk seems to use the "PikaDay" Javascript library 

  • 0

    Field title keeps getting switched to all lowercase.

    I have MANY custom fields, and I was able to capitalize the first letters in all of them. Now, when I try to add a new custom field "Equipment Type", when I save it, it appears as "equipment type". I've cleared my cache and even switch browsers. No difference.

     

    What gives? This doesn't look professional on the end user submit ticket page.

  • 0

    Nor can I delete the "Description (optional)" text. Nor can I change the case of the text for "Field title shown to end-users".

    Cleared cache again and still no luck.

  • 0

    Hi Scayze! I see that you were able to get help with this in a ticket - looks like a bug that has since been fix. Let us know if you need anything else!

  • 0

    I have created a new custom date field, but the format is too long and in the wrong order.

     

    At the moment it is like December 8, 2016, is there a way to get it to be 8 December 2016?

     

    I can't do it in API because we get the information from Formstack submissions.

  • 0

    Longshot here - but I'm wondering if custom fields can be sent via SMTP headers when a ticket is opened by email?

    Here's the use case - we send out alert notifications from our system to our end users, and would like to follow up on them from Zendesk. So we're thinking of CC-ing our support address on the email, which would open a ticket automatically (with the original recipient alerted on changed to that ticket). However - we'd like to pass some custom fields here which would not be present in the email itself (ie - account id).

    Is there a way to do that?

  • 0

    Hi Guy! 

    Interesting question here! The supported method for automating the ticket creation and update process is the API. There is the possibility to update tickets using the Mail API, though this is still designed to be used by an individual Agent and not exactly a means of automation as it only works on forwarded emails  originating from agents. Sadly, at this time, it is not possible to manipulate incoming emails and their headers to set custom fields. 

    There are other options however. For example, you could do a bulk user import that sets custom fields, like account id. You could also create the proactive alters directly from Zendesk Support or using the API and set these values upon creation passed in your payload made in the API request. In this case, Zendesk would do the "heavy lifting" for creating and managing the proactive alters as opposed to your email client. See our Create Many Tickets API resources; we also have a Proactive Tickets App that could be used depending on your plan.   
     

    Edited by Rebecca
  • 0

    Guy, You may want to look at this as well, not sure if it's the same use-case scenario though. https://support.zendesk.com/hc/en-us/community/posts/203459986-Hidden-text-in-emails-

     

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