Adding custom fields to your tickets and support request forms

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126 Comments

  • 13651027213

    How to set multiple language custom fields to display to the client??

    1
  • Nicole - Community Manager

    Hey 13651027213 - 

    I see you received an answer to your question on the other thread where you posted it

    0
  • Helle Buhl

    Can anyone tell me how I mirror data into a custom field?

     

    I have got this message from Zendesk support:

    I believe the quickest workaround here would be to create a custom Ticket Field that can mirror the organization a ticket is attached to and make it visible to end-users. 

    I  know how to add a custom field - easy. But I don't know how to mirror information.

     

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  • Sonia Radaelli

    I created a custom ticket field but creating a trigger in action it doesn't appear..

    can you help me

    thanks 

    sonia

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  • Jessie Schutz

    Hey Helle!

    Can you give me some detail about what you're trying to do? What information are you trying to mirror?

    0
  • Anna Vyrostak

    Hi there,

    I'm sorry if this has been already answered. Can I set the request form in such a way that it will suggest the customer the related links from our FAQ depending on what they select from the custom drop-down field?

    For instance, I have a custom drop-down field with several topics, one of them is Integrations. Once the requester selects the Integrations from the menu, it should suggest them to check related FAQ articles (with active links). Is it possible to show links to the FAQ on our website, or only from the Knowledgebase created in Zendesk? How to implement both variants, if possible?

    I saw the following information in the comments to this article: "Also, when your users start typing a subject for their support request, Guide will automatically suggest articles that may answer their question. If you have an article in your knowledge base that has this information, it should show up in the suggestions as long as the user is using the right keywords." Could you please tell me how to do it?

    Thank you so much!

    0
  • Jessie Schutz

    Hi Sonia!

    When you create a custom ticket field, you need to make sure that you've added it to the form(s) that you'll be using it with. 

    Otherwise, it could be a browser caching issue. Refreshing your browser will take care of it, in that case.

    Let us know if you have any more trouble!

    0
  • Sonia Radaelli

    Hi Jessie

    The custom ticket field I created about 2 weeks ago is "Numero CO". It is a text field

     

    If I try to create a trigger I can find it listed in the conditions

    But NOT in the action

    I'm trying to create the following trigger;

    If "Numero CO is empty and ticket category (another custom field) is ...... then

    write "0" in "Numero CO field. The probelm is that in action I cannot select this field as not listed.

    I don't use any form. It is a custom field managed by the agent (not for users)

    thanks and regards

     

     

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  • Jolshock

    Is there any way to add a description for the end user under the default "Your Email Address" field? I want to write a description that clarifies that they must use a school email address rather than their personal email address. 

    0
  • Jessie Schutz

    Hi Anna!

    The automatic suggestions you cited in your comment will happen automatically when your users type in their ticket subject; there's nothing you need to do to get that working.

    With regard to the rest of your question, there's a possibility that you could set this up with the Conditional Fields app, but I'm not sure whether it'll let you add links as menu options. If that won't do it, I think the only other option would be to create a custom form that meets your needs. 

    0
  • Jessie Schutz

    Hey Sonia!

    Business rules can test for whether there is content in a text field, but they're not able to add anything to them. Business rules can only add or change values to dropdown or checkbox fields. I'm afraid the best recommendation I can make is to see if you can convert that text field to a dropdown menu.

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  • Jessie Schutz

    Hey Jolshock! Welcome to the Community!

    It's not possible to add a description to that system field, I'm afraid, although you might be able to work some Javascript magic to add some placeholder text to the field. I don't know enough about JS to be able to instruct you how to do it, but we've got several good coders here in the Community who may be able to help!

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  • Jolshock

    Thanks Jessie. Can I edit JS with the Basic Subscription? If yes, how? 

    0
  • Jessie Schutz

    Hi Jolshock!

    The ability to customize the HTML, CSS, and JS code in Help Center is only available on the Team plan and higher.

    0
  • Thomas

    Hi Jessie, 

    Im looking to populate a new custom field based on the entry of a prior custom field. 

    I.E.  custom field with a dropdown list 1. called Categories - filled with 8 options. 

    Custom field 2 will also be a dropdown list called Sub-Categories However these options should be based on the entry of dropdown list 1. 

    Thanks in advance! 

    0
  • Jessie Schutz

    Hi Amanda!

    The answer to this is actually in the veeery last paragraph of the article! "If you remove the product from the drop-down list, the product name persists in existing tickets as a tag."

    So, as long as you're using a drop-down or a checkbox, you can safely remove one of the options from the list without compromising the ticket data.

    Let us know if you have any other questions!

    0
  • Jessie Schutz

    Hi T!

    To clarify: Do you want Field 2 to be automatically populated based on Field 1? Or do you just want a specific set of additional options to be made available based on Field 1?

    0
  • Thomas

    Hi Jessie, 

    Your super fast support desk has already provided me with the information I was looking for.

    Thanks

    0
  • Jessie Schutz

    Hey T!

    Great! I'm glad you were able to get it figured out. :)

    0
  • Daniela Basualdo

    Hi,

    i added some custom fields - which are visible and editable for end-user - to a form.

    If now the form is filled up with data end sent, in the backend the data for the custom fields are not taken over. They are empty.


    Do I need to configure something?
    Thanks in advance

    Daniela

    0
  • Jessie Schutz

    Hi Daniela! Welcome to the Community!

    I'm not sure I understand your question; are you saying that even when an end-user fills out your custom fields, the information doesn't show up in the ticket?

    0
  • Phil

    Is it still possible to re-order ticket fields? I can't seem to find that option in the new UI

    0
  • Jessie Schutz

    Hey Phil!

    You can rearrange the fields directly from your tickets forms! Are you not finding the option there?

    0
  • Ohad Almog

    Is there any way to add an agent lookup field? i.e.- a new custom field that will allow me to choose an agent (just like the Assignee field)? 

    1
  • Jacob Mattison

    Ooh -- I support Ohad Almog's question. I actually added a field in which I manually added all of our agents as possible choices. Whenever we hire someone or someone leaves, I have to change the list. It would be way better if I could have a field with a list of agents automatically. (Purpose: in addition to the assigned agent, there may be a collaborator, a trainer, or a trainee who worked on the ticket.)

    0
  • Jessie Schutz

    Hi Jacob and Ohad!

    Jacob's solution is the only option for accomplishing something like this; it's an interesting use case though. Is there a reason that the CC field couldn't serve this purpose for you?

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  • Ohad Almog

    The biggest reason why cc is not a good option is the inability to report on it. Also- I don't necessarily need to notify that person, I may only need to add their name to that ticket. 

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  • Jacob Mattison

    Again, yes, exactly. Someone being CC'd only means that they want to follow the ticket, but doesn't tell me what their role on the ticket was (and they may not have any). I want to be able to report on:

    agents who act as trainers to assist newer agents who are assigned to the ticket

    agents who solve a ticket in tandem with another agent

    agents who act as a technical resource to assist the agent who is assigned to the ticket

    (and I want to be able to report that in both directions -- for agent X, list all tickets that they acted as a trainer on)

     

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  • Tanja Bichler

    Hi,

    we would like to know how we can sort the ticket fields in a ticket. How can we change the order of the ticket-fields which are shown in a ticket?

    Can we define it?

     

    Thanks

    0
  • Jessie Schutz

    Hi Tanja!

    We have documentation on how to do this, which you can find here. That should get you started!

    0

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