Adding custom fields to your tickets and support request forms

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132 Comments

  • Brett - Community Manager

    Happy to help Pedro!

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  • Leonardo

    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

    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

    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 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.

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  • Christoffer Johansson

    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

    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

    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

    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

    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

    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

    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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