Best practices for altering your custom ticket fields

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39 Comments

  • Brett - Community Manager
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    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
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    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 - Community Manager
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    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
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    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 - Community Manager
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    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!

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  • Sinus
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    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 - Community Manager
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    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!

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  • Sinus
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    @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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  • Jay Kershner
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    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

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