Adding custom fields to your tickets and support request forms Follow

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53 comments

  • Avatar
    Conrad

    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

  • Avatar
    Jessie Schutz

    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!

  • Avatar
    Kraven Youngs

    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.

  • Avatar
    Jessie Schutz

    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!

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    Kraven Youngs

    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!

  • Avatar
    Jessie Schutz

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

  • Avatar
    Pfinan
    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.
  • Avatar
    Anna Everson
    @Pfinan - You can make fields required upon solve, but not on ticket creation.
  • Avatar
    Pfinan
    Thanks for the quick reply, Anna. I was afraid that was the answer.
  • Avatar
    Colin Piper
    There are some apps in the marketplace that can help. The ticket field manager app or the cloudset app both can do this.
  • Avatar
    justinwhall

    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? 

     

  • Avatar
    Jessie Schutz

    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!

  • Avatar
    justinwhall

    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?

  • Avatar
    Jessie Schutz

    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?

  • Avatar
    Martin Lynch

    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

  • Avatar
    Tim Stubbs (Edited )

    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?  

  • Avatar
    Anna Everson

    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!

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    Tim Stubbs

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

  • Avatar
    Anna Everson

    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.

  • Avatar
    Daniel Sagaya Raj

    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

     

     

  • Avatar
    Jessie Schutz

    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.

  • Avatar
    Daniel Sagaya Raj

    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

  • Avatar
    Charles Wilson

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

    Zendesk seems to use the "PikaDay" Javascript library 

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    UserAdmin #55555

    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.

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    UserAdmin #55555

    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.

  • Avatar
    Jessie Schutz

    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!

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    Amy Waugh

    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.

  • Avatar
    Guy

    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?

  • Avatar
    Rebecca (Edited )

    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.   
     

  • Avatar
    UserAdmin #55555

    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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