Adding custom fields to your tickets and support request form

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162 Comments

  • Hitesh bisht

    Is there any limit to how much text can be sent in the text fields?

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  • Brett Bowser
    Zendesk Community Team

    Hey Hitesh,

    There's no set limit for the number of characters you can include in text fields at this time. You will want to keep in mind that the more characters you include in the field, the more it could affect loading times when loading a ticket.

    Cheers!

    0
  • Hitesh bisht

    Brett Bowser Thanks for the quick reply. I have one more question. Is there any limit on no. of attachments one can attach while creating a support ticket.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Hitesh,

    A user is limited to 5 attachments if they aren't logged into your Help Center and 10 attachments if they are logged in.

    Hope this helps!

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  • benjamin

    Hello ! 

     

    I am trying to add a field on my support form but the custom field won't show.

    I am on a pro plan with 1 single form. The custom field is added to the form and I selected "editable for end user". But still the field won't show ! :'( 

     

    Any idea why ? 

     

     

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  • Brandon Tidd
    Community Moderator

    Hey benjamin -

    Sorry you're having trouble.  If you've just created the field, you may need to wait a couple minutes and / or refresh your browser to get it to appear on the Ticket Form.  If that doesn't resolve things for you, I'd recommend opening up a support ticket to review things further.

    Hope this helps!

    Brandon Tidd
    729 Solutions

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  • benjamin

    It's not changing since 1 hour and I tried with 3 different browsers... Can you give me the support adress ? I don't find it anywhere. I just see an "answer bot"... No way to speak to someone.

     

    Thanks ! 

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  • Brandon Tidd
    Community Moderator

    Hi benjamin - 

    Oh dear that doesn't sound right at all.  You can always email support@zendesk.com (make sure to include your subdomain).  You can also access support from within your instance by clicking on the dropdown menu in the upper right corner:

     

    From there you should be able to click through to live chat with a Support Rep.  Good Luck!

    Brandon

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  • benjamin

    FYI I don't see what you see :) The closest to what you have is "assistance rapide" ("get help fast") but it describes the zendesk features only... Does not open a chat or something else... 

    I will contact supportZendesk .com

    thanks for your help.

     

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  • Bruno Marcandella

    Hello,

    I would like to make the 'Canal' system field visible to my agents.

     

    (i'm not sure of the name of this field in english , but this field indicates wether the ticket was created from a mail , a call, ...)

    Could you plesae tell me if it is possible and how i could proceed ?

    Thanks

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Bruno,

    I would recommend creating a custom ticket field for ticket channels using the instructions I provided.

    Then you can create a trigger that will set this custom field based on the Channel the ticket is received from. The conditions you can use are:

    Ticket > is > created
    Channel > is > web form

    That should hopefully help get you started!

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  • Bonaliza Garcia

    Hi,

    I have a custom form that has a custom field that is editable by end user. 

    The custom field is a dropdown and I'm trying to populate that field depending on what the user picks.

    I've tried doing this on POSTMAN using the request API but the response returned with an empty string value on the custom field. Am I doing anything wrong?

     

    0

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