Adding custom fields to your tickets and support request forms

Have more questions? Submit a request


  • Brett - Community Manager

    Happy to help Pedro!

  • Leonardo

    Can I ask a user to filled out custom field trough email rather than the zendesk form by using automations?

  • Brett - Community Manager

    Hi Leonardo,

    There wouldn't be a way to accomplish this natively unfortunately. You'd need to use custom code within your Support trigger to display a form to the requester of the ticket.

    It may be worth taking a look at the following article as well: Building a custom ticket form with the Zendesk API


  • Mike Tamosaitis

    Is there a way using Conditional Ticket Fields to display text only? So that the person could no longer fill out the rest of the form to submit a ticket. We have some products that are not supported using Zendesk and have a form on another site that should be filled out for that person to get help with those products so I need some way to redirect those customers before they submit a ticket. Because no one wants to fill out a ticket just to be told to go here and fill out another form. 

  • Devan La Spisa

    Hello Mike,

    So the ability to utilize Conditional Ticket Fields in this manner would require custom development or third-party app integration to facilitate your request and can't be accomplished from the Zendesk Support.

    I would recommend heading to our Zendesk App Marketplace to see if any of the featured apps fit the bill for the adaptation you are looking for.

    Also, a useful resource is our Built-in Conditional Ticket Fields guide that might have some resources for you to find a workaround for this particular change you are looking for.

    Hope this helps and let me know if there is anything else I can look into for you.


Please sign in to leave a comment.

Powered by Zendesk