About ticket fields

About ticket fields

Typically when an end-user submits a support request, they provide the subject and description of their question or support issue. You may also prompt them to provide additional data such as a model number or product version using custom ticket fields. All other ticket fields are set by your agents or business rules (automations, macros, and triggers).

Each of the standard ticket fields (referred to as system fields), those that are shown on the agent's view of the ticket page, are described below.

You can manage your ticket fields in the Ticket Fields page.

To open the Ticket Fields page
  • Click the Admin icon () in the sidebar, then select Ticket Fields.
    Zendesk Classic: Select the Manage menu, then select Ticket Fields.

Here you can deactivate and reactivate some of the system fields and add and manage your own custom fields. Additional system fields are added to the ticket page when you activate additional Zendesk features such as ticket sharing.

Note: Tickets contain other data that you can access using placeholders and the Zendesk API. For more information about this additional data, see Ticket data.
Requester Required to create a ticket. The requester is the person who made the support request. The requester field displays the user's name and email address. Agents can create a support request for an end-user and select the end-user's identity to enter into the requester field (for example, an agent might open a new ticket for the requester while speaking to them on the phone).
CC If you allow it, by enabling tickets CCs in the Tickets page, other people can be CC'ed on tickets. End-users and agents can add CCs. End-users can add CCs when they create email-based support requests. Agents can add CCs using the CC field when updating the ticket. See Copying someone else (CC) on a ticket in the Zendesk Agent Guide.
Share As described in Sharing tickets with other Zendesk accounts, you can share tickets with other Zendesk accounts. You must first establish sharing agreements and then you can select another Zendesk account to share the ticket with. This field is only displayed if you've enabled ticket sharing in the Ticket Sharing tab of the Tickets page.
Subject A short description of the support request. When an end-user submits a support request via email, the subject line of the email is used as the ticket's subject.
Description Required to create a ticket. This is the description 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.
Status Required to solve a ticket. There are five values for status: New, Open, Pending, Solved, Closed. A ticket's status can be set and updated either manually by an agent or via an action in an automation, macro, or trigger. The status can only be changed to Closed via automations and triggers (not manually).

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).

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 (you can control when your tickets are closed by modifying the automation that is used to close tickets). 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.

Closed means that the ticket is complete and can't be reopened. Requesters however can create follow-up requests for closed requests.

Type 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 for 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.

Problem is used to indicate that the requester is having an issue with your product or service that is likely to be experienced by other requesters.

Incident is used for occurrences of a problem that affects more than one person. For example, in a corporate setting, if no one was able to print a document, this is a problem that would probably result in many support requests. Instead of handling each ticket separately, you set one of the tickets to Problem and all the other tickets about the same issue to Incident. When the problem ticket is solved, all of the associated incident tickets are also solved.

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.

Community tip! Arnaud de Theux shows you how to change the default ticket priority names in Zendesk Classic in our community forums.

Group Required to solve a ticket. A support group can be assigned to a ticket. By selecting a group, you also determine which of your agents can be assigned to the ticket. For example, if you select the Level 2 support group, you can then only assign an agent that is a member of that group.
Assignee Required to solve a ticket. The assignee is the agent assigned to the ticket. The assigned agent can be changed at any time. If you also assign a group to the ticket, this determines what agents can be assigned to the ticket.
Tags Tags are used to add additional information to tickets, which can then be used in your workflow (see Using tags). Tags can be added to tickets in the following ways:

You can also prevent tags from being added to tickets. See Setting tagging options.

Community tip! Tal shows how to hide specific ticket fields from a group of agents. Check it out in our community forums!

In addition to these system ticket fields, you can also create your own custom ticket fields. For more information, see Adding and using custom ticket fields.

Have more questions? Submit a request

Comments

  • Avatar
    Michelle Sip

    What if an agent needs to create a ticket and all the information needed is already in the customized ticket fields? Can't I disable "required" for Description, for instance? When I try to edit it, it won't let me edit any of the options.

  • Avatar
    Aaron Pewtherer

    @Michelle: The "Description" field is required for all tickets, and cannot be modified.

  • Avatar
    Samantha M. Ramirez

    can you add a description to the email field?

  • Avatar
    Samantha M. Ramirez

    *the requester field

  • Avatar
    Aaron Pewtherer

    @Sramiez: There are no options inside Zendesk to change the email address field wording for the requester, nor add a description to "Your email address *" 

    It might be possible, if you have the resources, with JavaScript using jQuery. You can add a JS widget and test some code with this page: http://api.jquery.com/first-child-selector/

  • Avatar
    Samantha M. Ramirez

    thanks Aaron!

  • Avatar
    Aaron Pewtherer

    @Sramierez: Anytime! ;)

  • Avatar
    Samantha M. Ramirez

    Also, another question. Is there a way that when a user submits a request the field is already populated with an example such as

    Name:

    name field [[____ ex. John Appleseed_____]]

    instead of the form being blank?

  • Avatar
    Adam

    Hi,

    We currently don't have a way to set a default value. I would recommend that you take advantage of a custom form to do this so that when end-users fill out this form the custom field option can be set. Take a look at our integrations page at http://www.zendesk.com/why-zendesk/integrations#all and look at formstack as a possibility as well. They have a free trial and might be able to help as well.

     

  • Avatar
    David Koston

    How can I ensure that a ticket field which is not visible to end-users can be auto-populated via a URL variable? I'm able to do so easily with visible fields like so:

     

    http://support.attracta.com/anonymous\_requests/new?ticket[fields][21507766]=234

     

    Once the field is no longer visible to end-users, the information is not passed via the form submission. Please advise.

  • Avatar
    Aaron Pewtherer

    @David: There is no option inside Zendesk to hide a ticket field, but still populate the field with URL syntax.

    As a workaround, try adding a JavaScript widget to hide elements of your page. To do this log into your Zendesk, then go to Manage > People > "assume anonymous user". Then click on "edit widgets on this page." Choose "Custom Widget" then add your JavaScript code. You can use API to create a custom form.

  • Avatar
    David Koston

    Thanks Aaron! I was able to add a javascript widget to get it to work. Any reason why there's no widget setting to display only for users that have not logged in? That would be a nice add for every customization I've done to ZenDesk so far.

  • Avatar
    Aaron Pewtherer

    @David. Great idea! Having a dropdown for the widget to show "Only anonymous users" would add more flexibility. As a workaround, you can add the widget to only the "/anonymous_requests/new" page, and not the "/requests/new" that logged-in users would see.

    Here are some ideas for blocking items by enduser organization: https://support.zendesk.com/entries/175801-show-or-hide-tabs-based-on-organization

    Good Luck!

  • Avatar
    Mary Harris

    I'm not seeing the Tags ticket field in my list of available options.  I do have Admin authority to our account.  Could someone have deleted this?  How can I get it back?  

  • Avatar
    Aaron Pewtherer

    @Mary. Tags on tickets can be enabled under Settings > Tickets > Tags. Then check, enable, then Save tab.

  • Avatar
    Mary Harris

    Worked perfectly - Thanks!!!!

  • Avatar
    Michael Owens

    Are there any plans on adding an address entry to the clients or customers account in the future. We need to have that information as a part of the ticket for field technicians.

  • Avatar
    Justin

    Hey Michael: 

    While we don't have any official plans to add an address field, you can create a custom field from Manage > Ticket fields to collect that information. I'd recommend using the Multi-line text option. The field can be visible and editable to your end-users so they can fill it out. You could also hide it and make it accessible only to your agents if needed. 

  • Avatar
    Aaron Pewtherer

    @Michael: Zendesk is more geared towards support tickets. You want to invest some time into a CRM software package (e.g. Salesforce, SugarCRM) that allows more detailed enduser profile info. Tickets will populate enduser information in the sidebar app.

  • Avatar
    Oscar Espinoza

    Is there any way to enable a customer to set their own priority on the 'Submit a Request' page? I'd like to know what the customer is thinking in terms of urgency, etc.

    Thanks

  • Avatar
    Justin

    Hey Oscar: 

    You can make the system priority field visible and editable by end-users from Manage > Ticket fields. You can make it required for new ticket submissions as well. This will allow them to set the priority when sending new tickets. 

  • Avatar
    Neil Mauskapf

    Is there a limit to the number of fields that can be added to a ticket?

  • Avatar
    Aaron Pewtherer

    @Neil. No limits on Ticket Fields.

  • Avatar
    Andrew Bone

    In ticket fields that are drop down lists, what happens to existing tickets if the drop down list is changed?

  • Avatar
    Aaron Pewtherer

    @Andrew: If the tags associated with the dropdown are changed, then all tickets (opened and closed) will lose that dropdown name, because the associated tag connection has been lost. If you only change the "name" of the dropdown option, then only the interface (and reports) will change, but the connection will remain.

  • Avatar
    Andrew Bone

    Hi Aaron, thank you for this update. So does that mean if the Dropdown name entry is deleted, the tag is deleted also? For example Dropdown field has 3 entries : ENTRY1, ENTRY2, ENTRY3, with corresponding tags. If ENTRY2 is deleted from the dropdown list, the tag is deleted also. And this will affect all tickets - open and closed?

  • Avatar
    Aaron Pewtherer

    @Andrew: No. The tag remains, you just lose the association of the dropdown name, on both open and closed tickets.

    Better than deleting the dropdown option, is to either create a "nested field" of deprecated options, (ie: Deprecated::ENTRY2), or you can simply remove the text name of the option, update the ticket field, and the dropdown option will not be listed.

  • Avatar
    Johanne Leveille-Schirm

    Hi Aaron,

     

    I have the same question as Andrew; I need to remove so options in one of our custom dropdown field as those product are no longer supported but want to keep the information so I can report on those. I removed the title to one of the option so now, it no longer appears in the dropdown list but the tag is still there on the ticket- which is what I am looking for.

    Do I have this right?

     

    Johanne

  • Avatar
    Aaron Pewtherer

    @Johanne. Yes. Removing the dropdown from the ticket field only loses the association you once had with the dropdown name. The tag still remains. You can run on a report on tags. Or, if you still want the "dropdown option name" to be listed on tickets, you may want to create a nested field of items no longer supported.

  • Avatar
    Andrew Coggins

    Hi,

    Is there a way to restrict the visibility of some ticket fields to certain users/organisations?

    For example, we have a customer (customerA) who we want to be able to view a dropdown ticket field with a selection of App1, App2 and App3, CustomerB can only see App4, App5 and App6 etc.

     

    Is this possible?

    Thanks,

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