About ticket fields

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94 Comments

  • Brett - Community Manager
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    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
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    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
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    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
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    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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