Adding custom fields to your tickets and support request forms

Fastpath: Admin > Manage > Ticket fields

You can add custom fields to tickets, and they can be visible to agents only or to both agents and end-users. You can include custom fields to your support request form by adding them as editable and visible.

After you create your custom ticket field, you can use it in triggers, automations, macros, and views. And if you're on Professional or Enterprise, you can report on custom ticket fields in Insights.

Topics covered in this article:

• How custom ticket fields work
• Adding a custom ticket field for agents and end-users
• Understanding the persistence of custom field data

Related articles:

• Managing custom ticket fields
• Adding custom fields to users
• Adding custom fields to organizations

Tip: If you want to learn more about how to add custom ticket fields to gather information, check out the Zendesk Support for Admins, I training course.

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.

You can create the following types of custom fields:

• Drop-down
• Multi-select
• Text
• Multi-line
• Numeric
• Decimal
• Checkbox
• Date
• Regex

The drop-down list, multi-select, 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).

Note: Zendesk supports up to 2,000 values in custom drop-down and multi-select fields. You can include more values, but performance issues may arise.

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 permit end-users to view the custom field in their Zendesk Support ticket by making the field visible, or you can add the custom field to the Request form by making the field both visible and editable.

Note: You cannot alter a field type after the custom ticket field is created. You will need to create a new custom field and remove the original from your ticket form.

Only administrators can add custom fields.

To add a custom field

1. Click the Admin icon () in the sidebar, then select Manage > Ticket Fields.
2. Click the Add field button.
3. Click New Field at the top of the page, and enter a title for the field.
4. Click the type of custom field you want to create. Hover over the info icon () to view information about each type, including their availability in Insights.

   

   During custom field creation, you can change the selected field type, and any relevant information entered in the steps below will be carried over; however, you cannot change the field type after the new field has been saved.

   For information about the fields types, see About custom field types.

5. Enter an optional admin description for the field. This field is only visible to administrators.
6. Configure the field permissions:
   • Agent only: Only signed-in agents can view or edit the field.
   • Editable for end-users: Agents and end-users can view or edit the field.
   • Read-only for end-users: Signed-in agents can view or edit the field; end-users can view the field.
7. Enter the field title(s) shown to agents and end-users. Note: The fields displayed and editable here are determined by the field permission setting chosen in the previous step.
8. Select the field requirements:
   • Click Required to solve a ticket if the field must be filled out by an agent before changing a ticket status to Solved.
   • Click Required to submit a request if the field must be filled out by an end-user before they can submit a ticket.
     Note:

     When agents merge a ticket, they do not need to fill in required fields. These are required only when solving a ticket. Merged tickets bypass the Solved status to go directly to Closed.

     Additionally, this setting will also be bypassed if a business rule fires in the ticket and changes the status to Solved. This is because a system process is solving the ticket rather than an agent.

9. If needed, enter a field description to display for end-users.
10. Depending on the type of field you're creating, you may have the following settings to configure:
    • Field values (drop-down and multi-select fields): In the Value field, enter a single option you want to include in the list. Hit Enter to submit the value, and display another Value field. Repeat as needed.
      • Select Show tags to view and edit the tags generated by selecting each option.
      • Click Order alphabetically to display the options in alphabetical order. Click Undo alphabetical order to return to the original ordering.
      • Reorder the field values using the drag-and-drop handle () .
      • Delete a field value by clicking the X to the right of the value.
      • To choose and display a default value, hover over the selected value and click Make default. Change the default value by selecting another value from the list, or hover and click Undo default.
        Note: When you configure a default option in a drop-down list, this only applies to new tickets. If you change an existing ticket form to one that contains a drop-down list with a default option, the default option is not displayed and shown as blank.
    • Field option (checkbox fields - optional): If needed, enter an existing tag, or create a new one, to apply to a ticket when the ticket field checkbox is selected.
    • Field validation (regex): Enter a Ruby regular expression to create an input mask to validate entry.

      If you have a large number of values to add for drop-down or multi-select fields, you can bulk import field values.

11. To check how your custom field will appear to both agents and end-users, click the Preview button. You can enter or select options to see how the field functions. Click Close to return to the custom field screen.
12. When you’re satisfied with the field, click Save; or, if you want to create another custom field, click the drop-down icon and select Save and add another.

    

If your custom ticket field does not appear on a new ticket, you might need to restart your browser to see it.

If a ticket field that you previously configured as required is not displayed on the ticket form, it does not need to be entered.

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).

For more information about creating ticket forms, see Creating ticket forms to support multiple request types (Professional add-on and Enterprise).

Understanding the persistence of custom field data

If you delete a custom field, 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 three custom fields that add tags are the drop-down list, the checkbox, and multi-select fields. 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.