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38 comments

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    Cyriac Kandoth

    How can I have a clickable URL in a field description?

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    davidb

    It seems like the [Type] field should have an option for "Communication", "Information", or "Updates". Is there an opportunity to add other values to the [Type] field.

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    Jessie Schutz

    Hi David!

    Ticket Type is a system field, and as such can't be modified. You definitely have the option to create your own custom drop-down field that better suits your workflow, though. You can find more information on that here: Adding and using custom ticket fields.

    Please let me know if you have any other questions!

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    Laura Hippert

    Hi @Cyriac - I've been playing around with several options in making a clickable description field, but it just isn't something that can currently be done. Sorry if that's a bummer! I did find a request for this functionality here, so I would definitely suggest you add your interest!

    note A colleague made note of an support tip that should actually get you where you are looking to go @Cyriac! Please visit the following link for more information!

    https://support.zendesk.com/hc/en-us/articles/203661336-Customizing-custom-ticket-field-descriptions-with-HTML

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    Will Strohl

    Are there any implications to changing the Title or Tag? For example, if I update the title of a field option, will all previous tickets be updated with that new value, or will they be removed, or something else? Same question with the tag of a field option.

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    Michael Lanius

    Hey @Will! If you update a ticket field's title, then the title for this field on tickets (previous and new) will be updated, as the field itself is based off of its field ID. However, the value of this field should remain the same unless otherwise updated by an agent or admin (if it's still possible to update the ticket).

    If a field has added a tag to a ticket, and you rename the field's title, or the tag's title, the tag value on the ticket should remain the same.

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    Colin Piper

    @Michael, is there an impact in Insights? I am pretty sure that Insights will now show two separate fields even though there is only one in Zendesk - Is that correct?

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    Michael Lanius

    Hey @Colin, thanks for reaching out! I'm currently investigating to confirm this and will follow up as soon as I have more information.

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    Mike Mortimer

    Hi Colin, Michael gave me a heads up about this conversation so jumping in now! The answer depends on when the project was created - any projects created in the last few months have been getting a version of Insights that uses the ID of the field. So updating the field is fine as the ID remains the same. For pre-existing projects we've been migrating (much more slowly than I would have liked) to using the custom field IDs as well. We've re-focussed on this more recently to get all projects using the custom field ID approach instead. If you have a specific issue relating to custom field changes in Insights, please raise a ticket and we can take a look at it.

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    Sharon Skinner

    Hi

    Are there any plans to allow Administrators / Agents to update the 'Type' field?  As it is a System field we're finding it restrictive having the 4 options that are available.

    Thanks,

    Sharon

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    Jessie Schutz (Edited )

    Hi Sharon!

    This is not something that we have planned at the moment; your best option is still going to be to create a custom Type field with the options you wish to use.

    We do have a thread about this in our Product Feedback forum. It hasn't had any comments in a while, but I'd still encourage you to add your voice and use case to that thread. Our Product Managers see all of those posts and comments, and it's the best way to make sure they see your suggestions! You can find it here: Customize ticket type and ticket priority.

     

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    Solkem Gottingar

    I haven't had a chance to review the responses, but can you please explain why deactivating the Type field defaults all tickets to Incident?

     

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    Bob Novak

    Hi Solkem,

    Disabling the Type field doesn't change the Type value of existing tickets. However, it will remove that field from your ticket form so it is no longer visible, and any new tickets created while Type is disabled will default to the type "Incident". As to the reasoning, the most common types would be Question or Incident, and I believe Incident is chosen because it covers more situations than Question. Do you anticipate that causing issues?

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    Ben Speich

    Can I remove the description from a end user form? I have a type of form with just a series of check boxes and drop downs as I need very specific information from the end customer. The description they try to give is about 90% not useful and I would rather populate this via a trigger or not at all. 

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    Jessie Schutz

    Hey Ben,

    Since it's a custom field, I'm not sure that it's possible. If it were, though, I imagine you'd only be able to do it with some custom JS magic. I hunted around the Community for some related posts but came up empty handed. Hopefully someone else will have some input!

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    Natalia Bąk

    Hi,

    how can I create linked fileds? I mean some option in ticket would be linked with the fields that appeared to be the choice of the option.

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    Jessie Schutz

    Hey Natalia!

    I'm not sure I understand what you're asking...are you looking for something like Conditional Fields?

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    Natalia Bąk

    Yes, exactly. Thank you!

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    Jessie Schutz

    No problem!

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    Michael Kramek

    Can system field TYPE be populated with support form submission?

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    Jessie Schutz

    Hey Michael!

    You should be able to edit the properties of the field to make it visible to end-users. In your agent interface, go to your gear icon, scroll to Manage, and click on Ticket Fields. Click edit on the Type field line, and in the end-users section check the box next to Visible, which will make it so that your customers can see it. Once you've done that, you can also make it so your customers can set that field when they fill out the form, and even make it required upon submission.

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    Svend Koustrup

    Hi Zendesk. By default a ticket does not have any priority set, right? If I set priority on a ticket, I cannot remove the priority again, back to "-" again. Is this true and if so, could you make this a feature request? If it can be "-" then I should be able to set it as such again, right? :-)

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    Jessie Schutz

    Hi Svend!

    You're right. Once you've set a priority on a ticket, you can change it to any other priority, but you can't change it back to "-". 

    I checked the Product Feedback area and didn't see any other posts with this suggestion, so I'd encourage you to hop over there and share your detailed use case!

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    Jessie Schutz

    Thanks for coming back to share the link, Svend! 

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    Shoaib

    Hi,

    Just wanted to know if different ticket forms for end users can be created for different organizations? Or will the ticket forms remain same?

    Can the visibility to end user be changed on the basis of organization?

    Thanks.

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    Jessie Schutz

    Hi Shoaib!

    One of our other Community members share some JS code that will accomplish this for you, provided you're on the correct plan level. You can find it here: Hide an option in a custom dropdown field from end user on request form. Hope that helps!

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    Nate Legakis

    For new tickets, does the status automatically change from new to pending once an agent sends a reply email to the end-user/customer?

     

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    Heather R

    @Nate not unless you have a trigger set up to do so. If the agent takes the ticket when they make the comment, it does change from New to Open. Otherwise, we manually click on Submit as Pending.

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    Ann Gilligan

    Hi

    I have a question about displaying the information in the ticket fields in the main body of the ticket. For example, in our case, we collect various pieces of information from the end user, URL's, troubleshooting steps etc, this information appears in each of the relevant fields on the left-hand side, agents have to scroll up and down and try to copy out those links in order to access them, it can be a little bit fiddly and not ideal. 

    Is there any way to take certain information from ticket fields and display it in the body of the ticket form so it can be easily read? We thought we might be able to do this using the hide description piece of code but I'm stuck.

    Any help or suggestions would be greatly appreciated!

    Thanks

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