About ticket fields

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94 Comments

  • Nicole - Community Manager
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    Hey Leon, sorry about that. I've sent your question to our Customer Advocates and asked them to chime in if they have a solution for you. 

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  • Leon van Klink
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    Perfect, no worries, thank you Nicole!

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  • Terri Helpenstell
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    Heather, I appreciate you helping me.  I am interested in combining our project lists into 1 place and was hoping to use ZenDesk for that.  However, if i can't report on all the fields in ZenDesk) then that won't work for us.  You mention a reporting tool, Insights and specifically Good Data- is that something I have to buy outside of ZenDesk and then somehow connect it to Zendesk to report with?

     

    Additionally- can you clarify the 4 months constraint.  We can't run reports- that use views- because the ticket will fall out of the view after 4 months.  However, we can search by a ticket number and that will never disappear, is that correct? 

    Thank you,

    -Terri

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  • Heather Rommel
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    Hi Terri,
    Good Data feeds Insights which should be included in your zendesk. If you click on reporting on the left, do you have an Insights tab there? You can clone any and all reports and make them your own. You can customize reports from scratch too.

    So- views. Closed tickets have no activity because they can’t be edited. So after some time they won’t show up in views and views alone. Meaning yes, you can search and see them normally. And you’ll see them in reports and such. But not in views.

    I would recommend, if you’re going to one tool, that you use custom ticket fields so your reports are meaningful. Like perhaps you want Phase info. So a field for Phase might be good with a dropdown for Initation, Planning, Execution, etc. or Perhaps you want to track releases. I’d recommend a field or just a tag for that so you can track it as The features are released. One of my clients did that to track what to include in release notes.

    The other thing to mention is you’d probably get a lot of use out of some of the Zendesk apps out there that specifically support projects.

    I think if you want to contact me to discuss please feel free to do so.

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  • Hervin Centeno
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    Hi Leon,

     

    Thanks for your patience while we look into this for you! Unfortunately, some system ticket fields cannot be modified due to what we call inborn ticket rules. Meaning, those fields cannot be edited because they are hard coded and cannot be altered in any way.

    That specifically refers to viewing tickets as an agent within the Support instance. It does appear possible to modify the code associated with your Help Center theme so that the text for "Your Email Address" can be altered. While we don't support custom coding at all, I just wanted to bring that to your attention that there is a possibility to change the text of your 'Submit a request' form.

    I sincerely apologize for the limitation in regard to the native functionality but I hope this information helps!

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  • Kunal Pathak
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    How can I have visibility of Ticket Field set by Roles or Users? I want to have some ticket fields available to only Leads/Management users. Anyway this can be implemented.

     

    Any help is greatly appreciated.

    Regards,
    Kunal

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  • Donny Michel
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    Hi, 

    Is there a way to rearrange ticket fields? I was able to add a few custom fields but they add to the bottom of the form and i need them in a different order. 

    Thanks

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  • Jessie Schutz
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    Hi Donny! Welcome to the Community!

    We have a Tech Note that goes into detail about this. You can find it here. Let us know if you need anything else!

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  • Donny Michel
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    Hi @jessie, 

     

    Thanks for sending that over! I was able to reorder but i do not see the info getting passed over in the ticket. am I missing something? 

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  • Amie Brennan
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    Hi @Kunal,

    There's no easy way to achieve this in Zendesk. The only solution here is you could setup ticket forms for just certain users. You're welcome to check out the guide here on this. 

    Best,

    Amie

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  • Jessie Schutz
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    Hey Donny!

    Are you using custom ticket forms? If so, you need to arrange the fields in each individual form, rather than in the ticket field list.

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  • Nintex Nitin
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    Hi Team,

    any API to get ticket fields metadata?

    Like field name, type of field is text box or drop down etc.

    e.g 
     Name: subject
    Type: text

    Displayname: Subject

    Thanks,

    Nitin

     

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  • Amie Brennan
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    Hi Nitin,

    You can use the Ticket Fields API here to obtain ticket field meta data. 

    Zendesk API - Ticket Fields

    Best,

    Amie

     

    Chief Unicorn Wrangler | Senior Customer Advocate - Tier 1 | support@zendesk.com

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  • Nintex Nitin
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    Thanks @Amie Brennan

    any idea whats scope needed to get ticket fields metadata.

    Thanks,

    Nitin

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  • Nintex Nitin
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    Thanks @Amie Brennan

     

    Zendesk API - Ticket Fields API(api/v2/ticket_fields.json) does not return some of the fields like 

    is_public
    comment.body

    is their any way to get these fields in metadata?

    Thanks,

    Nitin

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  • Nhia Lor
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    Hi Nintex,

    It sounds like you're wanting to obtain this meta data (ticket comments) for your tickets. You can do so from the Ticket Comments API endpoint - https://developer.zendesk.com/rest_api/docs/core/ticket_comments

    Hope this helps!

    Cheers,
    Nhia.

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  • Evan Nelson
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    Hello,
    I understand that Zendesk has the 6 standard case statuses of New, Open, Pending, On-Hold, Solved and Closed. Can the names of these statuses be changed or new ones added? Being able to have different statuses would be a great help to our business needs. I see some comments that some people can change aspects of Zendesk with JS. Would it be possible to rename these with JS and CSS? 

    Thank you for your time,
    -Evan

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  • Jessie Schutz
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    Hi Evan!

    It's not possible to change the names of the default ticket statuses in the agent interface. The agent interface isn't able to be modified via JS or other methods, either; that only applied to Help Center.

    In this type of situation, most customer utilize a custom ticket field for alternate status options.

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  • Evan Nelson
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    Thank you! I will look into that.

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  • Gasper Jubani
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    Dears, I would need to be able to have specific ticket forms shown based on the initial two choices made by the user. We use Zendesk for our HR and Payroll support. I have created a Ticket Form which will have two fields the Category of the issue and their country. Based on these two choices I would then need to have Zendesk populate with specific Ticket Forms. Let say if they choose New Hire (category) and Ireland (country) then I would want the user to be shown as next a Ticket Form I would have created for this (New Hires_Ireland). It doesn't seem possible via the Conditional Fields app, so any help is greatly appreciated.

    Thanks

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  • Jessie Schutz
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    Hey Gasper!

    In the conditional fields app I don't think you can select a specific pre-built form to display based on field selections, but you can choose which additional fields to display based on those selections. So rather than selecting the entire form, you would just select which custom fields should be displayed and it will have the same basic effect.

    The other option would be to name your forms something easily identifiable, like New Hires - Ireland, and have your agents select the necessary ticket form, rather than relying on custom fields. Then the appropriate form would display with one click. It would also be less work for you. :)

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  • Gasper Jubani
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    Thanks Jessie, each country would have different i.e. New Hire forms as have different laws, so can't do that. Also if I am to go with the second option the dropdown would have 100 entries .. no one will be willing to use Zendesk if they see this.

     

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  • Jessie Schutz
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    Hey Gasper!

    I'm not sure why the first option wouldn't work; can you tell me more about that? It would be labor intensive to set up, certainly, because you would need to set up each country's fields, but it would do what you need it to.

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  • Daisy Dixon
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    Hi, How do I report, or build a report on the Type Field? For example, how many incidents, questions etc I have received each month. I can't find any articles on this, please help.

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  • Gasper Jubani
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    Hi Jess, I see what you mean on the option 1. Was just that when I tried it not all custom field were showing up. So, do I have to first add all the needed custom fields to the form for then to be able to setup the custom rules? Was hopping the app would have access to all custom fields as it will save some work.

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  • Brett - Community Manager
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    Hi Daisy,

    Have you had a chance to review our Reporting on custom fields in Insights article? If you're wanting to report on a drop-down list this will be an attribute you can search for under the How tab in Insights.

    Gasper,

    If you're on the Enterprise plan with multiple ticket forms you'll need to add each of your custom fields to the desired form. After you've added the appropriate fields to the forms they should display within the app.

    Let us know if you run into any issues!

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  • Matthias
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    So is it correct that I can customize the labels for the "Subject" and "Description" fields in the Zendesk Support admin configuration, but not the "Your email address" field label?

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  • C F
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    Can you please advise why the Zendesk definitions of Incident and Problem are the reverse of the ITIL definitions of both respectively?  That's really confusing!

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  • Brett - Community Manager
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    Hi C F,

    I can't speak for why these decisions were made when this feature was released. If you haven't already, I would encourage you to take a look at our Working with Problem and Incident tickets article which goes over this functionality a bit more.

    If you have any questions regarding how this feature works please let us know!

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  • C F
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    Hi Brett

    Firstly, thanks for the prompt response, it's much appreciated.
    There's some conflicting info.
    To be clear:

    • The definitions of Incident and Problem in this article we're commenting on are wrong (they're switched around)
    • The definitions of Incident and Problem in the article you linked is perfectly correct.  i.e. They align to ITIL.

    If the definitions of Incident and Problem in this article (about 4.5 pagedowns from the top) could be corrected (i.e. aligned to the article you linked), that would be much appreciated.

    Many thanks,

    Chris

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