Best practices for altering your custom ticket fields

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45 Comments

  • Dennis Clarke

    The ability to archive or hide a field option would be great.  We have changing products, for example, and rather than the delete or alter options we would like to see the ability to hide an old product name (looking at you "Flash SDK") from the drop-down list on new tickets, but have it remain in the system and in the values of older/closed tickets.

    23
  • Patrick Kelly

    Hi Rebecca! Thank you for putting together such a great article. 

    We are about to completely revamp our "Category" and "Reason" ticket fields. We would still like to pull reports for historical data after we make these changes. 


    Could you please provide best practices on how we should make these changes?

    Thank you!

    3
  • Paolina Beltran

    How can I delete the Field value ' - ' that is added in the drop down field as one of the values? I want the Field Values to only include 'yes' and 'no'. Thank you! 

    2
  • Jessie Schutz
    Zendesk team member

    Hey Patrick!

    Are these both custom fields? If so, I think you could get away with renaming the old fields (maybe something like "Category - Old") and removing them from your ticket forms. Then you can replace them with brand-new "Category" and "Reason" fields with the new format.

    I've also asked our Community Moderators to weigh in on this for you; they should have some good information on potential pitfalls to watch for.

     

    1
  • 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!

    1
  • 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
  • Sonia Radaelli

    Hi jessie

    We create some triggers that categorize the ticket received from customer automatically then the ticket category can change during his life due to many factors customer send a ticket but inside it they ask us more than one info).

    For example the customer send a ticket containing availability, price of a new product and with the same ticket ask us the delivery of one of their order. Therefore the ticket will be categorized as price request and then will be assigned to the agent in charge of availabilty and tan to another agent to reply about the delivery of their order

    In this case the ticket will pass from price request category to availability category to order category.

    We would like to report on all the categories applied to a ticket to be able to track how many request we managed on each category

    1
  • Teresa RS

    Hi Sonia,

    From what you are describing I believe it would be better to use a multi-select field rather than a dropdown field. That way your customer or agent can select multiple fields regarding the specific request. Also each of your tickets may have more then one of the category tag and you can then report on those tags and find out exactly how many requests came in for each category.

    You can find out more information on Multi-selct fields and how to report on them in this article: New ticket field type: Multi-select

    Hope this helps :)

    1
  • 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
  • Justin Smith
    Zendesk team member

    Hey Patrick!

    Yeah if you're wanting to keep historical data on those fields for use in reporting, you will for sure want to deactivate them rather than deleting anything.  It sounds like you've got yourself on the right path now, but feel free to reach out if there is anything further we can help with!

    0
  • Jessie Schutz
    Zendesk team member

    Hi Sonia!

    When you change a selection in a drop down field, Zendesk automatically changes the corresponding tag to match. You could probably set up a series of triggers to re-add the previous tag, but it would likely be pretty labor intensive to create the triggers for each option combination.

    Can you tell me more about why the category would be changed, and why you want to report on the old/incorrect category value in a ticket that has had that field changed?

    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
  • William Sudding

    Hi there,

    How can i change a custom field from TEXT to NUMERIC # if it is in use already?

    We have a task priority field used in tickets but the sorting of text field is not working for us and would prefer numeric number for sorting. Is it possible to change this for us?

    0
  • Patrick Kelly

    Hi Jessie-could you help me out with this request? Thank you!

    0
  • Ilia Chinisaz

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

    0
  • Itamar Moshayov

    Hi, I've created a dropdown field, with a few options to select. Now I know there is an option to create a dependent dropdown field for each option, but for some reason I can't find it.

    Can you please point me to the right location? the goal is to select an option from the dropdown custom field i created, and it will open another dropdown option. 

    Thanks

    0
  • Pete

    Is there a way to allow agents to manage drop-down field values (add values to drop-down field)? We are expanding the use of Zendesk and new values are needed very frequently. Currently adding values needs to go through admins, which is inflexible.

    0
  • Jon Daniels
    Zendesk Customer Advocate

    Sorry, Petri!

    The user roles are set up that only Admins can edit ticket fields:

    Understanding Zendesk Support user roles

    Hope you can find a workflow that enables your agents to alert the admins to create these fields more quickly!

     

    0
  • Heather Rommel
    Community Moderator

    Hi William,
    Once a field is created, you can't change it from one type to another... You'll need to create the new field and deactivate the old...

    0
  • Nicole S.
    Zendesk Community Team

    Hi Niels -

    Once you deactivate a ticket field, your triggers and views will operate as though that field does not exist, and you would not be able to use it to create any new triggers or views. You'd be best off creating new triggers and views related to the new ticket fields.

    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.

    0
  • Sonia Radaelli

    Hello

    I created a drop-down field called "Category"

    When a category is assigned to the ticket automatically a tag is added; when category change (by trigger or macro or manually) the old category tag is cancelled and replaced with the new one.

    i would like to know if possible to add the new tag without deleting the old one to have the history of the category tags in the ticket.

    I would like to use also those tags to create a report.

    Thanks and regards

    Sonia

    0
  • Patrick Kelly

    Thank you so much Jessie!

    These are custom fields. Based on your advice (and some other advice we received directly from Zendesk support :) ), we are going to:

    1. Deactivate these two fields.

    2. Create two brand new Ticket Fields. 

    Does this sound like a good set of next steps? Will this ensure we can pull historical data on older fields. 
    Thank you again!

    0
  • 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
  • Heather Rommel
    Community Moderator

    @Patrick
    I vote for renaming your current fields and yes deactivate them.
    In your new ticket fields, i suggest paying extra special attention to the tags associated with the selections. They have to be different than the old tags on the old fields.

    Also for any tickets in flight you want to update them to the new fields after new fields are in and before full deactivation. This way you can easily create a couple views and use multi-ticket update.

    To remember the date you switched over, consider renaming the old fields oldthru06182018_Category or something

    Great job thinking through this!

    0
  • 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!

    0
  • Niels

    Hi!

    Once I deactivate a ticket field, will I still be able to run triggers or create views based on the values?

    I'm asking because I am updating our ticket fields, but some of the old ticket fields are still being used in triggers and views which I would like to keep for the time being. However, I do not want my agents to populate those "old" ticket fields in new tickets. 

    0
  • 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
  • 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?

    0
  • George Lafoon

    I have the same question as Shiri Ronen-Attla.

    We have a category field on our tickets and we want to clean up this drop down as we have a lot of duplicate values.  As an example, we have VPN and Corp - VPN.   The Corp - VPN came when my company bought another company and the second company was allowed to import their ticket categories.  The person doing the import ignored anything that could be considered a duplicate.

    We now want to be able to remove the Corp - VPN value but it seems this is not possible as it skews reporting on this category.

    0

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