About ticket fields Follow

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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.

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.

To open the Ticket Fields page
  • Click the Admin icon () in the sidebar, 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 Support features such as ticket sharing. Some system fields are inborn and cannot be reconfigured (see What are the inborn system ticket rules? in our Support Tech Notes). 
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 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.

Group

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 you have 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 you have enabled ticket sharing, which means that tickets can be shared with other Zendesk Support 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.
Status 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 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. Once a ticket status changes to Open, it can never return to New. If your tickets are being created in the Open status instead of New, see Why is my New ticket being created in Open status? in our Support Tech Notes. 

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. This status is optional and must be added (see Adding the On-hold ticket status to your Zendesk in the 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). 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.

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 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 Tags are used throughout 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:
  • You can add them manually.
  • Tags can be added (and removed) automatically based on your business rules.
  • Tags can be added to users and organizations and these tags are automatically added to tickets.

Tags are flexible and powerful tools that can be used in many ways. For more information about tags, see Using tags in the Administrator Guide.

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, you 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.

Have more questions? Submit a request

Comments

  • 0

    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.

  • 0

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

  • 0

    can you add a description to the email field?

  • 0

    *the requester field

  • 0

    @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/

  • 0

    thanks Aaron!

  • 0

    @Sramierez: Anytime! ;)

  • 0

    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?

  • 0

    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.

     

  • 0

    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.

  • 0

    @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.

  • 0

    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.

  • 0

    @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!

  • 0

    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?  

  • 0

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

  • 0

    Worked perfectly - Thanks!!!!

  • 0

    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.

  • 0

    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. 

  • 0

    @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.

  • 0

    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

  • 0

    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. 

  • 0

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

  • 0

    @Neil. No limits on Ticket Fields.

  • 0

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

  • 0

    @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.

  • 0

    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?

  • 0

    @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.

  • 0

    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

  • 0

    @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.

  • 0

    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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