Best practices for altering your custom ticket fields

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45 Comments

  • Brett Bowser
    Zendesk Community Team

    Hi Jitendra,

    Historical data should not be affected when altering these fields. Since tickets that are closed cannot be edited, the ticket field data will remain the same that that will still reflect appropriately in your Insights report.

    Let me know if you have any other questions!

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  • Shawn Comis

    How can I add a disclaimer to the bottom (or top) of the submission form? We want to warn our employees to not send sensitive data on the submission of a ticket...HIPAA compliance policy. The only way I have been able to find, is to create a generic text field, but I don't necessarily need or want a blank text box...is this an option?

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  • Brett Bowser
    Zendesk Community Team

    Hey Shawn,

    You can add a disclaimer using custom code in your Guide theme. I recommend taking a look at the following article which goes over this in more detail: Can I add a disclaimer to a specific ticket form in Help Center?

    I hope this helps!

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  • Jon Rosenberg

    My one gripe with Zendesk is that there is a huge learning curve and, as a small business, we are often figuring things out as we go along. Zendesk makes it difficult to put new practices into place sometimes. I have a drop down field that I have now discovered would actually be better served as a multi-select field. If I want to keep all of the data associated with my current field, I can't just delete that field and re-add it as a multi select, can I? 

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  • Brett Bowser
    Zendesk Community Team

    Hey Jon,

    You'd need to re-create this field as a brand new ticket field. Multi-select fields should have a tag associated with each option similar to drop-down fields. If you set up a multi-select field option with the same tags as your drop-down field options, then that should carry over to any tickets updated after the field changes have been made. Keep in mind that any tickets in a closed status will not be affected since that data is read-only.

    Let me know if you have additional questions for me.

    Thanks!

    0
  • Sinus

    Is it possible to have a field's value shown with a custom string? Or clickable as a link, perhaps?

    It would help greatly if tickets could contain a link, like http://mycompany.com/adminpanel/user/12345 which would lead into the submitting user's account settings, for a support person to investigate, instead of having to search for the user by email each time. Of course one could insert a link like that into the ticket's internal notes, but that's a workaround.

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  • Brett Bowser
    Zendesk Community Team

    Hey Sinus,

    I'm not quite sure I understand the workflow you're trying to set up? Could you walk me through step-by-step on you would like to interact with these tickets? Where exactly would you like this clickable link to display? Is this something the end-user is providing?

    Any additional information you can provide is greatly appreciated.

    Thanks!

    0
  • Sinus

    @Brett,

    The value would be either sent in through the API, or assigned by hand by agents. The goal would be to enter "12345" or "johndoe123", as for any custom field, but have it shown in the ticket in a formatted form, "http://mycompany.com/users/{ID}", so that agents could simply click a link in the ticket and open the respective user's details in our admin panels. Purely for convenience, to avoid having to find users' accounts for troubleshooting by retyping their IDs.

    Ideally, the field would have some logic built into it, for example fetching the user's details from our homebrew API, but that's dream area. :)

    For now, I worked around the concept by adding an "internal note" with a URL for agents to click.

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  • Molekule

    Brett  Ajit Kumar 

    Will you please check with the PM for custom fields to chime in on when the ability to "archive or hide"  values in pick lists of custom fields will be added to the product?   Having to "DELETE" values or rename them with "DO NOT USE" are not great solutions to the UX for customers that want to retain the data of old values and just hide them from the ZD users.  That's standard functionality in Salesforce Service Cloud.  It should be in ZenDesk.  See original post from 2 years ago.

    https://support.zendesk.com/hc/en-us/articles/218939118/comments/115002368028

    1
  • Inspectorio Inc.

    It's crazy, we are unable to use the same field for another brand. This would mess up our reporting if fields are not uniform across brands. And your Support team just advised to use lower caps to make it appear different, so crazy!

    0
  • Christopher Stewart

    Is it possible to link specific Closing Codes to show only for specific Topics?

    Currently, all of the closing codes available for all Topics and this can get very messy.

    0
  • Ilia Chinisaz

    Hi is it possible to automate the drop-down field to be field by tags?

    0
  • Patrick Crane

    This looks like a pretty old thread, but I'll give it a shot...

    The previous administrator/ creator made a custom field for tracking customer reported income (for statistical purposes and not a required field if the customer wanted to remain private).

    However they built the field as text meaning I can't use it as a metric. (Or, at least, I can't figure out how to use it.)

    Is there any way to wrangle the "text" (which is actually all numbers) into a format that I could use it as a metric? I want to lay out an income trend line over an existing chart. 

    Further, am I correct that to convert this to a numerical field going forward, I'll have to make a new field, and replace the old one on the ticket?

    Edit to add: if I do replace this text field with a numerical field AND there is some way to use the text field data as a metric, in the future, would I be able to merge the two data sets to one unified metric?

    0
  • Raihan Shaikh

    Hi,

    We have a custom field (textbox). Is there a way that i can merge the data that has been entered in that field. E.g: In the custom field i have entered 10 values 

    ABC

    ABCC

    AABC

    AABBC

    ACB

    Now i want all 5 of them to be merged as they were mistypes. The actual value should be ABC but the user has mistypes due to which i need to correct it. So is there a way i can do that ?

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  • Christianne Beks

    Hi there, I think this was posted some years ago as welll, and i am hoping things have changed or that there may be a silver bullet out there. Is there a way to delete option "-" from the drop down? 

    I am dealing with agents who don't chose one of the available options from the drop down, instead opting for "-"and this is impacting my reporting accuravcy quite heavily.

    Thanks in advance for any thoughts you might have! Kind regards, Christianne

     

    0

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