About ticket fields

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104 Comments

  • Brett Bowser
    Zendesk Community Team

    Yikes! Thanks for sharing that C F :)

    I did not realize those were switched around above.

    I'll pass this feedback along to the appropriate team to get corrected.

    I appreciate you taking the time to share this with us!

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  • Amy Malka
    Zendesk Documentation Team

    Brett and C F, I’ve updated this article so that, hopefully, this clears up the confusion over the definitions for Incident and Problem. Thanks for the feedback!

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  • Nicole Chan

    Hi, 

    We had disabled the standard "Type" field and create the custom field to replace "Type" field in Zendesk, and the Zendesk is integrated to SFDC, how can I shows the custom field instead of standard Type field in SFDC, as all tickets type shows as "Incident" which is very misleading to our sales rep. thanks.

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  • Dan Cooper
    Community Moderator

    Hi Nicole, 

    I've had this challenge in the past as well.  I am not a fan of incident being the default option when the Type field is disabled.  However, you could enable the field and just remove it from your forms.  Then you can use a trigger to set the value that you want on ticket creation behind the scenes so it displays more appropriately in Salesforce.

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  • Heather Cook

    The field "organisation" pops up when the end user is linked to more than one organisation. Can i rename this field? As the word organisation doesn't mean much to my customers.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Heather Cook,

    So via the base client, this would not be able to be edited as you described. You could edit this via the API through custom code, which I've gone ahead and linked an article below that goes into the basics of this. I would also suggest posting this idea in our Support Product Feedback forum so our developers can consider this for potential future updates.

    Support API

    Best regards. 

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  • Steve Morrell

    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.

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  • Brett Bowser
    Zendesk Community Team

    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
  • Federico Deis

    Hi all, fairly new to ZenDesk and still learning on the product. On thing I'd like to see in ZenDesk Support is the ability to be able to change the labels in the status of tickets.

    For an agent it may make sense to read Open, Pending, etc but for the end user it'd be better if the status would show something like Open = Working on it..., Pending = Waiting for customer... 

    Seeing Open on a ticket does not give the end user any sense an agent is working on the problem, nor seeing Pending means they have to respond with more information.

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  • Brandon Tidd
    Community Moderator

    Hi Federico Deis - 

    I assume here you're referencing when the agent is looking at their activity and open tickets?  While the status names themselves aren't adjustable, you could create a custom ticket field that is viewable to the end-user to provide more clarity.

    It is also worth noting that the end-user experience with status is slightly different than the support agent's view.  More information about that is here: https://support.zendesk.com/hc/en-us/articles/360001029307--What-are-the-customer-portal-ticket-statuses-

    Hope this helps!

    Brandon

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  • Maurice

    It's crazy that you don't allow 2 same fields for different forms. This is messing up our reporting and makes it not uniform.

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  • Brandon Tidd
    Community Moderator

    HI Maurice -

    Sorry you're having trouble!  Zendesk ticket fields rely on tags to help track the different options correctly.

    If the goal is to have the same exact ticket field on two different forms, you can easily add that ticket field to both forms.  If the goal is to have the same options in two different ticket fields, you can achieve this by utilizing the "show tags" feature within the ticket field creator, giving a unique tag to the offending value.

    Form 1:
    Value: Noise
    Tag: F1_Noise

    Form 2:
    Value: Noise
    Tag: F2_Noise

    Then on your reports you can combine these data points into a custom metric if necessary.

    I hope this helps!

    Brandon

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  • Megan Lalock

    I wanted to comment on the task section piece and see if anyone has any advice. For Zendesk if you mark a task to be due on a certain date, the rules for that are as follows " The due date is defined as 12pm in the account's local timezone on the date specified." What if you have someone who's shift doesn't start until after 12 though? How will they be able to see these tickets in the " My tickets due today" view if they are considered past due after 12? This seems kind of silly to me and I would like to have any ticket that is marked as a task, sit in the " my tickets due today" view until after that day has ended. How can I make that happen?

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  • Heather Rommel
    Community Moderator

    Hi Megan Lalock,

    I agree the due date and functionality around it can be improved. Hopefully Zendesk will do that soon! In the meantime, I would include due dates that are for yesterday, today and tomorrow and sort it by date in the View.  I know this is clunky...

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