Typically, when end-users submit support requests, they provide the subject and description of their question or support issue. They may also be prompted to provide additional data such as a model number or product version using custom ticket fields. All of the other data in a ticket is set by you or behind the scenes using the business rules that have been set up for your Zendesk.
Each of the standard ticket fields (referred to as system fields), those that are shown in the agent's view of the ticket page, are described below.
You can manage your ticket fields in the Ticket Fields page.
- Click the Admin icon ( ) in the sidebar, then select Ticket Fields.
All tickets require a requester. The requester is the person who made the support request.
If needed, the ticket requester can be changed to someone else. See Changing the ticket requester .
You can also create a ticket on someone else's behalf. See Creating a ticket on behalf of the requester .
The assignee can be set at the same time in Assignee field.
|Assignee||The assignee can be either a group or a specific agent. See Manually assigning a ticket to yourself, another agent, or a group .|
|CCs||If your Zendesk has been configured to allow it, other people can be CC'ed on tickets. Both the requester agents can add CCs to a ticket. The requester does it by adding CC email addresses if they requested support via your support email address. Agents can add CCs using the CC field when updating the ticket. See Copying someone else (CC) on a ticket .|
|Share||The Share field is only displayed if your Zendesk has enabled ticket sharing, which means that tickets can be shared with other Zendesk accounts. See Sharing tickets .|
|Subject||The Subject field is required. It's typically included in the support request submitted by the requester. For example, when someone submits a support request via email, the subject line of the email is used as the ticket's subject.|
|Description||The description is required. This is the text of the support request. When an end-user submits a support request via email, the body of the email request is used as the description. The description becomes the first comment in the ticket.|
There are five values for status: New, Open, Pending, On-hold, Solved, Closed. A ticket's status can be set and updated either manually by an agent or automatically via your business rules. A ticket's status cannot be changed to Closed manually however; that is handled automatically via your business rules.
New means that the request was received but that it has not been opened and has probably not been assigned to an agent. The New status can indicate that the support team is evaluating it to determine who should be assigned to resolve it.
Open means that the request has been assigned to an agent who is working to resolve it.
Pending means that the assigned agent has a follow-up question for the requester. The agent may need more information about the support issue. Requests that are set to Pending typically remain that way until the requester responds and provides the information the agent needs to continue resolving the request.
On-hold means that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. This status is optional and must be added to your Zendesk (see Adding the On-hold ticket status to your Zendesk in the Zendesk Administrator Guide)
Solved means that the agent has resolved the support issue. Solved tickets are closed, typically, a number of days after they have been set to Solved (the exact number of days depends on how an Administrator set this up for your Zendesk). Until a ticket is closed, the requester can reopen the ticket. For example, the requester may not agree with the agent that the support issue is resolved and reply back to the ticket solved email notification.
Closed means that the ticket is complete and can't be reopened. Requesters however can create follow-up requests for closed requests.
There are four values for type: Question, Incident, Problem, and Task. You can also set the type to none, if you wish; it is not a required ticket field. Setting the type helps you to categorize your tickets, which you can then use in your workflow. For example, you can create views of tickets by their type.
Question is used to indicate that the requester's issue is a question rather than a problem that needs to be solved.
Incident is used for occurrences of a problem that affect more than one person. For example, if the wireless network in an office stops working, the problem will probably generate several support requests. Instead of handling each ticket separately, create one ticket describing the problem and set the type to Problem. Next, link the incident tickets to the problem ticket. When you solve the problem ticket, all of the linked incident tickets are solved too.
Problem is used to indicate that the requester is having an issue with your product or service that needs to be resolved.
Task is used when you want to assign the ticket as a task to a specific agent. When you select Task, you also set the Task Due Date.
Note: If you deactivate the Type field, all of your tickets will default to Incident.
|Priority||There are four values for priority: Low, Normal, High, and Urgent. You can also set the type to none, if you wish; it is not a required ticket field. How you weight the priority of your tickets is up to you. For example, you might assign a ticket to Urgent based on the customer who submitted the request or based on how many hours have passed since the ticket was created.|
Tags are used throughout your Zendesk to add additional information to tickets, which can then be used in your ticket workflow. Tags can be added to tickets in the following ways:
Tags are flexible and powerful tools that can be used in many ways. For more information about tags, see Using tags in the Zendesk Administrator Guide. For more information about how tags and ticket fields interact see, Understanding tags and ticket fields .
In addition to these system ticket fields, tickets can also contain custom fields, which are used to gather additional information from the person who is requesting support. For example, your Zendesk may add a custom field prompting them to select a product name or model number. Custom fields are added by administrators. For more information, see Adding and using custom ticket fields .