About ticket fields

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100 Comments

  • Cyriac Kandoth
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    How can I have a clickable URL in a field description?

    3
  • davidb
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    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.

    2
  • 13651027213
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    How to set custom fields for multiple languages??

     

    1
  • Sharon Skinner
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    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

    1
  • Brett - Community Manager
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    Hey Steve,

    If you navigate to Admin > Manage > Ticket Fields you can edit the Priority field to make it visible to only agents on the account.

    Let me know if that doesn't get you the results you're looking for.

    Cheers!

    1
  • Jessie Schutz
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    Hey Natalia!

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

    1
  • Mike Mortimer
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    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.

    1
  • Nate Legakis
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    For new tickets, does the status automatically change from new to pending once an agent sends a reply email to the end-user/customer?

     

    0
  • Michael Lanius
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    Hey @Colin, thanks for reaching out! I'm currently investigating to confirm this and will follow up as soon as I have more information.

    0
  • Ann Gilligan
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    Hi James

    Thanks for your suggestion, I'll give that a try. I noticed that there doesn't seem to be any way to apply a macro using a trigger, you can set up a trigger to add tags and e-mails etc but not macros. Is that something that might be available in Zendesk in the future?

    0
  • 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!

    0
  • 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!

    0
  • Terri Helpenstell
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    Hi everyone.  I am new to Zendesk and am trying to get a report together where I can see all open tickets.  I am able to do that by creating a view and have added a few fields to that, then I can export it to csv.  However, I need to include some more fields- like description.  Can someone provide a recommendation(s) of how I do that?  

    Thank you,

    -Terri

    0
  • 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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  • Ann Gilligan
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    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

    0
  • Will Strohl
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    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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  • Jessie Schutz
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    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.

     

    0
  • Bob Kaplan
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    Is it possible for an end-user to have access to / view the due date of a ticket (task)?

    0
  • 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!

    0
  • Steve Morrell
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    Is it possible to hide the priority field so it isn't visible to end users in the helpcenter when they view their tickets? We make use of it to internally prioritize, but we don't use "Low" as we don't want the customers to see that.

    0
  • Heather Rommel
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    @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.

    0
  • 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

    0
  • 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

    0
  • 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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  • Laura Hippert
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    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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  • John Reiner
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    We'd like to add a more detailed description for the priority field so users understand what the various priority levels mean.

    Unfortunately the formatting comes out as one block of text, and does not seem to allow for carriage returns, bold, or any other markup.

    I've searched the help topics for 15 minutes now, and cannot find a solution or any references on how to format the description field so it's more readable for end users.

    0
  • Leon van Klink
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    Perfect, no worries, thank you Nicole!

    0
  • Nintex Nitin
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    Thanks @Amie Brennan

    any idea whats scope needed to get ticket fields metadata.

    Thanks,

    Nitin

    0
  • 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.

    0
  • Natalia Bąk
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    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.

    0

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