Adding custom fields to your tickets and support request forms

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132 Comments

  • Kristin Troka

    Hello, 

    I have added custom ticket form fields but when I test it via the submit a request form, they do not come through into the Zendesk ticket. Can you please assist? 

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  • Zach Wermich

    Hey Kristin!

    I'd be glad to assist here. This looks like it would be best suited if we discussed further via ticket. I'll go ahead and create one on your behalf to get this started. Talk to you soon!

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  • Piven, Mascha

    Dear Zendesk team, is there a way for the end-user to edit the custom field value after the ticket submission? We have added a custom field "Requested publish to live date" to indicate when the content must be released but the end-user can only specify it when creating a ticket and can not change it after submitting it while for many of our customers this date can change several times. Any idea how this can be solved? Many thanks in advance!

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  • Nicole - Community Manager

    Hi Mascha,

    Currently, custom field values cannot be edited by end users after submission.

    You may be interested in upvoting, commenting on, and following this conversation in the Support Product Feedback topic where other users are discussing a similar need:

    We need custom fields to remain editable for end-users after initial submission

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  • Brian McGinley

    Is there a way to organize the order the ticket fields appear in the ticket view? 

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  • Doug Kyle

    I have the Trello extension installed. It uses a custom ticket field, but it is flagged as "Trello", similar to how system fields are tagged as "System Field".

    This doesn't show up as an option for creating a custom view, where every other custom ticket field does. Any thoughts on why, or on how to customize around this? 

    What I'm trying to do is push tickets that will be handled by our project teams into Trello. Then, once this is done, hide it from our service desk's view (i.e. I want filters that only show where Ticket.Trello_Card_ID = blank).

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  • Doug Kyle

    Note: I've worked around the above by a trigger that looks for Ticket.Trello_Card_ID is present and add an in_trello tag. And another that looks to see if it is not present and removes said tag.

    This seems like an extra, non-value add step.

    And, I don't see a way to create an automation related to this though, so it'll be lots of manually updating tickets. 

    I'm pretty new to this system and have had to do things like this multiple times already.A question to the users out there... is this level clunkiness the norm throughout ZenDesk?

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  • Doug Kyle

    @Brian McGinley: Go to Admin, then Ticket Forms. You can re-order there.

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  • Brian McGinley

    @Doug Kyle

     

    OMG, I thought I was in that menu and I was in the Fields... Thank you for pointing out my error. 

     

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  • Chee Lee

    Hi All,

    I noticed that as an Admin or Agent, I am able to type in and search for an Organization that I've have inputted into the Multi-Select Ticket Field and the field would populate similar characters. 

    However, if I attempt to Submit a ticket through the Help Center as an End User, I am unable to search through the Multi-Select field.

     

    Would anyone have an idea to allow End-Users to type into the Multi-Select field through the Help Center?

     

    Thanks.

     

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  • Nick Dushack

    Hi Chee,

    Unfortunately, there is not a way to make the multi-select field searchable for end-users at this time. The only option they would currently have is to scroll through the selections to find one. However, I do think this would be a great addition to our platform. Therefore, I recommend going to our product feedback page to submit a request. Product feedback is the best way our customers' voices can be heard regarding feature requests and product changes.

    I apologize I don't have an immediate resolve to your request. Let us know if you have any other questions.

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  • Art

    Hey guys, does anybody know if a custom field can be shown in the list of tickets (like Subject, Requester, Priority etc), so that we can sort the tickets by this field's value? 

    If yes, how can we do it? The plan is Esssentials.

     

    Thanks,

    Art

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  • Jessie Schutz

    Hi Art!

    On the Essential plan it's not possible to modify existing Views or create new Views, which means it won't be possible to do what you're describing. However, it is possible to do it if you're on the Team plan or higher.

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  • Albert Aguilar

    Can I have a "Select All" field in a Multi Select? If yes, how?

     

    Thanks,

    Albert

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  • Nicole - Community Manager

    Hi Albert -

    There is not a "Select All" option for multi-select fields.

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  • lindokuhle masondo

    Good day 

     

    i want to send a ticket for my twitter account,How do i do it?

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  • Brett - Community Manager

    Hi Lindokuhle,

    Are you trying to set up Twitter on your Support account to generate tickets?

    If so, I would recommend taking a look at the following article: Setting up your Twitter channel

    Let me know if you run into any issues or have any other questions!

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  • Ivan Veljkovic

    Hi ZD,

    Is it possible to have one custom field (e.g. category) that can further be divided into multiple drop-down sub-categories? For instance:

    1. One custom (main/root) field named "category";
    2. -> drop-down -> sub-"category" named "network" -> drop down again so that agent can select specific issue -> network card, etc.;
    3. -> drop-down -> sub-"category" named "software" -> drop down again so that agent can select specific issue -> Windows, MS office, etc.

    Thanks,
    Ivan.

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  • Brett - Community Manager

    Hi Ivan,

    If I'm understanding you correctly you should be able to nest your drop-down options by using "::" in the title. For example: Category::Network::Network Card

    Let me know if the above is not the solution you're looking for :) 

    1
  • Ivan Veljkovic

    Hi Brett,

    That's exactly what I was looking for!

    Thanks a lot!

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  • Heather R

    @Ivan - Brett gave a great answer, and we use this too -- I would just note that when you use Zendesk's nesting as he's laid out above, your reporting will only be able to pull on the lowest level selection, because it only generates one tag.

    Something I've been looking into is setting up Conditional fields and using one field per level. This way we can report on each level. The drawback with this approach is that you need one field for each sub category and then one field for each set of sub-sub category selections for that sub category.  

    I guess there's pros and cons to everything!

    1
  • Sebastian Rosenqvist

    Is it possible to have a customer field (dropdown) be dependent on another customer fields (dropdown) choice.

    We are trying to have customer field open up when tin he partner dropdown the direct support option is chosen.

    Thanks

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  • Brett - Community Manager

    Hi Sebastian,

    You'll want to take a look at the Conditional Fields app which I believe will accomplish what you're looking for.

    Keep in mind that this app is only available if you have the Productivity Pack on Professional and is included with the Enterprise plan.

    More on conditional fields here: Using the Conditional Fields app (Professional Add-on and Enterprise)

    We also have a native Conditional Fields feature currently in EAP which you can sign up for at the link I provided.

    Hope this helps!

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  • Samuel Beckett

    I'd like to modify the help center ticket submission form with two fields:  'ip address' and 'license key'.  Then, based on those two values, I'd like to perform a custom validation by checking that combination of ip address and license key to determine if the entered values are valid.  If not valid, I would display some kind of error message and prevent the ticket from being submitted until a valid ip/license combination was entered.  The check of the ip/license key pair would be performed by calling a REST endpoint outside of Zendesk.  Is that possible?

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  • Bryan Flynn

    Hi Samuel,

    Despite Zendesk Guide generating your ticket form, you still have access to form fields and data via custom JavaScript accessing DOM info. jQuery is automatically included, so you can use that in your JavaScript as well.

    You first need to figure out the ID values of your custom fields ("IP address" and "License key"). You can get these ID values a number of ways including getting them from Zendesk Support's Admin > Ticket Fields > Field ID column.

    Once you have those field ID values, you can enter something like the below pseudo code into your Help Center's script.js file (replacing the bolded numbers below):

    $(document).ready(function() {

    // Disable Submit
    $(':input[type="submit"]').prop('disabled', true)

    $("#request_custom_fields_80424847").keyup(function(e) {
    console.log("Field 1:", $(this).val())
    checkFieldsAndEnableSubmit()
    })

    $("#request_custom_fields_41260167").keyup(function(e) {
    console.log("Field 2:", $(this).val())
    checkFieldsAndEnableSubmit()
    })

    function checkFieldsAndEnableSubmit() {
    let field1 = $("#request_custom_fields_80424847").val()
    let field2 = $("#request_custom_fields_41260167").val()

    // Custom validation code here:
    // Example: If field1 had "A" entered and field2 had "B" entered...
    if ((field1+field2) === "AB") {
    // Enable Submit
    $(':input[type="submit"]').prop('disabled', false)
    } else {
    $(':input[type="submit"]').prop('disabled', true)
    }
    }

    ...
    } // $(document).ready(function()

    The above is just example code. You're responsible for the actual code and maintaining it of course.

    In the end, your Help Center is a combination of HTML, CSS, and JavaScript. There's lots of opportunities to insert custom code and modifications via the assets located in the Guide Admin/Edit Theme page.

    Hope this helps!

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  • Pedro Rodrigues

    Hi, the multi-select landing page seems to be offline (permissions or something): https://support.zendesk.com/hc/en-us/articles/360000032087

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  • Brett - Community Manager

    Hi Pedro,

    Where exactly are you seeing that link in this article. I most likely looking in the wrong place so want to confirm with you first :)

    Any information regarding multi-select fields can be found here: About custom field types

    Let me know!

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  • Pedro Rodrigues

    Hi Brett, it isn't linked in this article, I bumped into it from somewhere else (sorry, can't remember where from, but that 404 should be in Google Analytics).

    Btw, bumped into another one: the article linked in this comment doesn't seem to exist anymore (article link).

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  • Brett - Community Manager

    Thanks Pedro,

    It looks like the articles you're reference are no longer available as they were set up as Announcements when the new feature was released. The functionality for these new features should be included in their respective articles. Is there one in particular that you're looking for?

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  • Pedro Rodrigues

    Not really, I was looking for articles about multi-select. Thanks!

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