About ticket fields

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98 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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  • Heather Cook
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    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
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    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
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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.

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  • 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!

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