Adding and using custom ticket fields

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, on the support request form in the Web portal, and in the Feedback Tab.

Plus and Enterprise customers can report on custom ticket fields in Insights. For details, see Reporting on custom fields in Insights (Plus and Enterprise).

Topics covered in this article:

You can also watch this short video.

Creating Ticket Fields (01:28)
Note: You can also add custom fields to users (see Adding custom fields to users) and organizations (see Adding custom fields to organizations).

How custom ticket fields work

Custom ticket fields are typically used to gather more information about the support issue or product or service. For example, you may want your customers to also select the model name and number of your product or provide you with some demographic information.

Custom ticket fields can be required or optional. You can make them required just for agents or for both end-users and 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 Custom ticket fields and business rules). All custom fields can be referenced as placeholders (see Placeholders for custom fields).

Adding a custom ticket field

Only administrators can add custom fields.

To add a custom field
  1. Click the Admin icon () in the sidebar, then select Manage > Ticket Fields.
    Zendesk Classic: Select the Manage menu, then select Ticket Fields.
  2. Click add custom field.
  3. Select one of the custom field types.

    For more information about the field 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. Enter a text field title and the field title that is displayed to end-users. What you enter into the first will be copied into the second but you can modify the end-user facing title if you like.
  5. Set the availability of the custom field. It can be displayed to agents only or to both agents and end-users. You can also make it a required field. Set the following options as needed:
    • For agents: Required Select this if the field is required for the ticket to be solved.
    • For end-users: Visible Select this option if end-users should see the field as a ticket property when they sign in to your Zendesk and view a ticket.
    • For end-users: Editable Select this option to include the custom field on the request form. This option appears if you select the For end-users: Visible checkbox.
    • For end-users: Required Select this option if end-users should be required to fill out the field before they submit the ticket. This option appears if you select both the For end-users: Visible and For end-users: Editable checkboxes. Note: If you have automations that automatically solve tickets, see Required fields and automations.

    Community tip! Tal shows how to hide specific ticket fields from a group of agents. Check it out in our community forums!

  6. Click Add Field.

Custom ticket fields, tags, and business rules

 

The drop-down list and checkbox custom ticket fields can add tags to tickets that can be used in your business rules.

With drop-down fields, Zendesk automatically generates tags as you enter field options for your custom field. You can modify the automatically generated tags by editing the Tag field. You must have a tag for each field option.

With checkbox fields, you have the option of associating a tag with the field.

These tags can be used as needed in your business rules. For example, you might use the tag to automatically assign the ticket to a specific support group. For an example of how to use tags in business rules, see Using tags in macros, triggers, and automations.

The custom fields are also available as conditions and actions in business rules, which means that you can directly access the custom fields in your business rules rather than having to access them using the Tags action or condition. However, with this option, you can only use one custom field and answer in each business rule. For example, you can return tickets with HD-2000 in your model number drop-down custom field, but not with either HD-2000 or HD-3000.

 

Custom ticket fields and views

After creating a custom ticket field, you can add it to your views. For example, suppose you create a custom field to let users select one of your product lines. After adding the custom field as a column in a view, you can sort the tickets by product line by clicking the column's heading. For more information on views, see Using views to manage ticket workflow in the Agent Guide. To add fields to your views, see Setting formatting options in the article.

The sort order of custom-field columns in views is by the underlying tags used for the custom field. For example, if you sort the tickets by ascending order, the order is by the alphabetical order of the field's tags, not its titles.

For example, suppose you create a custom drop-down menu with the following product lines:

  • Photography (tag: photography)
  • Video (tag: audiovisual)
  • Medical (tag: endoscopy)

If you add the field to a view and sort by ascending order, the tickets would be grouped and ordered as follows:

  1. Video tickets (tag: audiovisual)
  2. Medical tickets (tag: endoscopy)
  3. Photography tickets (tag: photography)

If you want to list your photography tickets at the top of the view, click the column heading again to sort by descending order.

Required fields and automations

If you have automations that set the ticket status to Solved, the ticket will be set as solved even if the ticket has "required" custom fields that are still blank. The reason is that automations check the automation conditions, not the ticket field conditions.

A workaround is to use tags to prevent the automation from running until the required fields are completed. For example, you can tell the automation to hold off until the okay_to_close tag is present, then set a trigger to add the tag when the required field is no longer blank. Here's how. Add the following "All" condition to your automation: Ticket: Tags > Contains At Least One of the Following > okay_to_close. Next, create a trigger with the following "All" condition: Ticket:{custom_field_name} > Is Not > - (blank). Set its action as Ticket: Add Tags > okay_to_close.

For more information, see the following articles:

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.

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Comments

  • Avatar
    Hajo Rappe

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

  • Avatar
    Jill Kaselitz

    Hi Hajo,

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

  • Avatar
    Damian Clyde

    Hi,

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

    Thanks

  • Avatar
    Anton de Young

    Damian, 

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

  • Avatar
    Mandy Singh

    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.

  • Avatar
    Jill Kaselitz

    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.

  • Avatar
    Sarah Mead

    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

  • Avatar
    Priscila Dias

    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?! =)

  • Avatar
    Jill Kaselitz

    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)

  • Avatar
    Tube Toolbox

    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

  • Avatar
    Stef

    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!

  • Avatar
    Anton de Young

    Tube Toolbox and Stef, 

    About showing different custom fields, check out this article

  • Avatar
    Stef

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

  • Avatar
    Jason Tan

    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?

  • Avatar
    Anthony Nguyen

    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.

  • Avatar
    Julian T. Peebles

    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.

  • Avatar
    Hazel Wilson

    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?

  • Avatar
    Cactus Craig ™

    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.

  • Avatar
    Scott

    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

  • Avatar
    Veerabhadraiah as

    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?

  • Avatar
    Ellen

    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

  • Avatar
    Justin

    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. 

  • Avatar
    Hiron Roy

    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

  • Avatar
    Anusuya Nanjan

    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.

  • Avatar
    Justin

    *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

  • Avatar
    Bill Hogan

    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. 

  • Avatar
    Justin

    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. 

  • Avatar
    Bill Hogan

    Ok Justin, thanks for letting me know.

  • Avatar
    Jacob Mattison

    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!

  • Avatar
    Justin

    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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