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:
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.
- Drop-down list
- Multi-line text
- 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.
- Click the Admin icon ( ) in the sidebar, then select Manage > Ticket Fields .
- Click add custom field .
- Click Select beside the custom field type you want to add.
, enter a
that will appear on your tickets, then click
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 .
if you want to add this custom field to your Submit a Request form.
Additional options appear when you select this option.
- 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.
- (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 ).
- 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 ).
You can also watch this short video to see how to create custom ticket fields.
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.