Adding custom fields to your tickets and support request form

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146 Comments

  • Brett - Community Manager
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    Happy to help Pedro!

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

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  • Brett - Community Manager
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    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

    Cheers!

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  • Mike Tamosaitis
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    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. 

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  • Devan - Community Manager
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    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.

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  • Christoffer Johansson
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    Hi, if I have a drop down with the following types:

    Shipping and Delivery

    Returns

    Claim

    And I would like to be able to have a sub-field so if the user selects return as type I want another field to appear with a drop down containing the following types:

    Too Smal

    Too Big

    Etc

     

    Is this possible with the professional guide package?

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  • Ola Thoresen
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    Is there an easy way to create a Dropdown with e.g. all Organizations, or a subset of them?

    Note, this is not meant to change the requester of the ticket, but to be able reference another organization from a a ticket without changing the requester.

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  • Brett - Community Manager
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    Hey Ola,

    You'd need to create this drop-down list and add the organization's values manually for them to show up in your ticket form. Additionally, if you have multiple organizations enabled under Admin>Settings>Customers you can associate users with multiple organizations within their profile.

    If you'd like the ticket to be associated with Organization B instead of Organization A (user is part of both these orgs), you can change this by selecting the drop-down option shown in the ticket. Example below:

    The above steps would not require you to change the requester of the ticket as well. 

    Hope this points you in the right direction :) 

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  • Ola Thoresen
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    Hi, and thanks for the feedback.

    I assumed I have to somehow create the dropdown manually.  But that would have to be done using the API on regular intervals to ensure it stays in sync with the actual organizations, so it is a bit of a hassle.

    Just to make it clear.  The idea is not to have a user connected to multiple organizations (we already have that).

    The idea is for someone internally to create a ticket that is NOT visible to the customer (e.g. where the customer is not "Requester" or in any other way directly related to the customer), but still have an association with the organization - using a custom ticket field.

    That way "Internal User A" can create a ticket and say "Customer X just called and they want Foo", and add "Customer Organization X" to a ticket field so it is easy to track all those request on a per customer basis.  But it should still not be visible to the actual customer.

    If we later see that this should be created as an actual _case_ where we want to involve the customer, we just create a child ticket and set the customer as requester of the child ticket.

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  • Brett - Community Manager
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    Thanks for sharing your use case Ola :)

    As you mentioned, you'd most likely need to use the API to ensure these organizations sync up.

    Have you looked into setting up a dummy user profile that's associated with the organization instead? You can use a fake email address that way the customer does not see any of the content associated with the ticket.

    I realize the above may not be the solution you're looking for but hopefully, it gives you another option that may be worth looking into.

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  • Tahnee Grant
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    How do you arrange or move ticket fields? I just want one of the custom fields above another one field.

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  • Brett - Community Manager
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    Hey Tahnee,

    You should be able to re-order your ticket fields by navigating to Admin>Manage>Ticket Forms. More information in the following article: How do I reorder ticket fields?

    Let me know if you have any other questions!

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  • Aja Wood
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    Is there a way to make a field 'required to submit' impact the agent only?  I am looking to create a field called 'due date' that is used to follow up with a ticket on a specific date, the agent is the person filling this out and the end user is not involved with that follow up making their requirement to submit unnecessary. 

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  • Devan - Community Manager
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    Hi Aja​,

    Devan​ here from the Zendesk Community Team!

    We noticed your question is related to Support business rules. We’re currently hosting a Support: Business Rules/Macros AMA in our Community forum at this very moment, where our special guest team of experts are available to answer your questions about setting up and using macros, triggers, automations, or SLA's. We think other users would also benefit from seeing your question and the proposed solution. If you've got something you want our experts to look at, post here to receive a response by the end of the AMA.

    Don't worry, your ticket will remain open for our Customer Advocacy team to take a look at and assist further. If your question does get answered during the AMA, let us know and we can solve the ticket for you.

    Cheers!

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  • Devan - Community Manager
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    Hello Aja,

    Thanks for participating in our AMA, and glad you were able to get your question answered! For anyone else looking to see the answer to this question, please follow the link below for our response.

    Required to submit agent only option vs customer and agent

    Best regards.

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  • AC Stampley
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    Does the functionality exist to add a cc field to the ticket? We'd like to give customers the option to cc an additional email address when submitting their request.

     

    Thanks,

    AC

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  • Brandon Tidd
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    Hi AC Stampley

    Yes it does!  This Article should give you everything you need!

    Hope this helps!

    Brandon

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  • Devan - Community Manager
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    On Wednesday, March 11, from 10:00am-12:00pm CST, we'll have a special guest team of experts on hand to answer your questions about Support: Troubleshooting Workflows & Ticket Fields in your Zendesk Support instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. 

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  • Michael Kiss
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    I've created a custom text ticket field for agent use only and added it to my ticket form. I've gone into multiple tickets and added text in this field and made an update however the text inputted to the field is not saving and shows up as blank. Any ideas?

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  • Brandon Tidd
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    Hi Michael,

    Sorry to hear you're having trouble. Did you just recently add the field? If so, you may need to wait a few minutes and/or refresh your browser/cache for the field to work as expected. Hope this helps! - Brandon

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  • YU-CHENG LI
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    Hi ZD community,

    I'd like to realize how many custom fields could be input in ticket field?

    Thanks in advance!

    By Kyle

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  • Ben Van Iten
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    Hi YU-CHENG LI,

    There is not a hard limit on how many field choices you can put in a ticket field, or how many fields you can put in a ticket form. I have seen hundreds of each on a field or form. It is possible to eventually start running into performance issues when you start getting beyond that, so my advice is to monitor your instance and always try to think if it is necessary to have that many or if you are able to break it up at all.

    I hope this is helpful, and please let us know if you have any further questions!

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  • Robert De La O
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    Hi there. We have a scenario where our Partners/Resellers open tickets on behalf of the end customers. The ticket is linked the Partner's organization but we would like to add a custom field that references the customer that they are submitting the request for as well. Is there a way for a custom field to reference the existing active organizations where an agent would be able to select the end customer?

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  • Katie Dougherty
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    Hi Robert De La O,

    Thanks for reaching out! I will be sure to pass along your workflow to our Product Team. I would like to offer two options:

    1. You can create a custom field that includes a dropdown of all organizations.  If you add a new organization, you would need to add that organization to your dropdown custom field. Your partners/resellers can select the organization of the customer they are submitting a ticket for in the Contact form. 
    2. If your partners/resellers are forwarding emails from customers, you can use the email forwarding feature. This option ensures that the customer has the correct organization when the ticket is created. Here is the support article, Passing an email to your support address

    Depending on your plan and workflow, you can add users to multiple organizations if they are involved with your Partner's organization and their own. Here is a support article: Managing users in multiple organizations (Professional and Enterprise).

    I hope this helps provide options for your specific partner workflow! Feel free to reach back out with additional questions. 

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  • Amit Chinchane
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    Is it possible to create a custom field and add computation to it?

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  • Katie Dougherty
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    Hi Amit Chinchane,

    Thank you for reaching out to the Community! 

    We do not have calculable custom fields at this time, but I will be sure to pass your feedback along to our Product Team.

    You can also post your feedback in the Support Community Feedback section for our Product Managers to review!

    Lastly, I found a previous Community Post on How to best add a calculated field? and an article on Creating standard calculated metrics and attributes that will hopefully help! 

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