How do I reorder ticket fields?

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23 Comments

  • Collin Cunninghame
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    I do not see "Reorder" as an option when editing a form under Admin > Manage > Ticket forms.

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  • Jamie Danjoint
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    It's not easy to see (just like the add field link). The Reorder is at the bottom right:

     

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  • Collin Cunninghame
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    @Jamie Thanks, though that's Admin > Manage > Ticket fields, not the Admin > Manage > Ticket forms page also mentioned in the post.

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  • Christopher Hanson
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    Hey Collin,

    In order to reorder ticket fields on a specific ticket form you will want to navigate to Admin > Manage > Ticket form and select the desired form. With the form open, you will be able to reposition ticket fields by using the drag and drop method. You are correct that there is not an option to Reorder on this page. I have updated the article to reflect this and apologize for the confusion.

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  • Tomasz Miłek
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    Hi,

    I have a problem related to the fields order and conditional fields.

    I want to have a mandatory field - Description- displayed below the conditional drop-down menu.

    I did change the order using "Reorder", but systems fields are still displaying above.
    See the comment about reordering custom fields above a system, but the code did not work for me.

    Is there any other, easier solution for this?

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  • Jessie Schutz
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    Hi Tomasz!

    When you re-order the fields within the user interface, the system fields will always show above the custom fields; that's expected behavior.

    With regard to the JS code in the tip you linked, the author mentioned in this comment that changes we've made to Help Center has made it so the code as originally provided won't work, but she provides a method for finding which elements need to be changed!

    If you have further questions, I'd encourage to post them on that post and I'll see if I can get Andrea to help you out. :)

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  • Alex Squicimari
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    So, you are telling me I have to be a Developer to be able to re-arrange a custom ticket field?????????

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  • Jessie Schutz
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    Hey Alex!

    I was actually incorrect in my previous response here, so I've removed it. We have just recently changed it so that dragging and dropping your custom fields above the system fields on your ticket forms will reflect in the agent interface AND in the Help Center. So no custom code is required anymore!

    My colleague Chris has updated this Tech Note to reflect the correct information. Let us know if you need anything else!

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  • Katie Yoder
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    The "reorder fields" option does not seem to be available anymore.  Could you please update this page with the correct procedure?


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  • Beth Bailey
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    Oh, it looks like you reorder in the "Ticket Forms" section, not the "Ticket Fields" section. I just called Zendesk Support and they walked me through that. Worked for me!

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  • Nicole - Community Manager
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    Thanks for sharing that answer, Beth!

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  • David Charlot
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    Hi Nicole

    We have the same problem as Katie since the enhancement is in place. No reordering possible in Ticket fields so any new added fields appear last.

    I've checked and the Reorder option does not appear even in the Ticket Form section  :

    Is this available only if we have the add-on ? (that we haven't opted for yet)

    Thank you

     

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  • Nicole - Community Manager
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    Hey David - 

    You should just be able to drag and drop the fields when you're on the Ticket Forms page. I do not believe you need to click anything to enable this, which is why you're not seeing that option any more. 

    Try that out and let me know if it doesn't work. 

    I have also asked the documentation team to update/rewrite this article to reflect the recent changes. 

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  • Ernie
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    Hi,

    Is there a way to reorder ticket fields in the web widget? There appears not to be, as the widget ignores the order defined in "Ticket Forms" section. Is there any workaround to change the field order in the web widget? 

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  • Dan Kondzela
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    Thanks for your question, Ernie

    If you have access to Ticket Forms than reordering the fields in that section ought to translate to the Widget. If you are not seeing this behavior I would recommending clearing your cache and cookies and checking behavior again.

    After testing I was able to confirm that the order of Ticket Fields under the Ticket Forms section does impact the Widget.

    Thanks,

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  • Ernie
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    Hi Dan,

    Reordering still has no affect in our widget, even after clearing cache. Any other suggestions? 

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  • Jessie Schutz
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    Hey Ernie!

    Have you checked the widget from an incognito browser, to see how the widget looks for a non-agent/non-logged-in user?

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  • Ernie
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    Hi Jessie, I have and it's unchanged. I should note that we don't use the widget on the help center, rather we're injecting the widget onto our site. Not sure if that makes a difference in this case. 

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  • Stephen Fusco
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    Hey Ernie, 

    I'm going to create a ticket for you so we can troubleshoot this further. I think at this stage it'd be helpful to see some of your configuration settings to really find out what's gone wrong here. You'll receive an email from me soon! 

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  • Tate
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    Being able to reorder ticket form fields is nice.  Please add that functionality to the agent ticket fields as well :)

    When I first created several custom fields I wasn't thinking about ordering them properly and now we have data in all these.  It seems the only way to reorder them is to delete them all and redo them in the order that I want.

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  • Brett - Community Manager
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    Hi Tate,

    You should also be able to re-order ticket fields that are shown in the agent interface as well. Are you receiving some sort of error on your end when you attempt to re-order.

    Which fields in particular are you trying to re-order? On you on Support Professional or Enterprise?

    Let me know!

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  • Charles d'Oiron
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    Hi, i'm using the request Api to expose ticket fields in a react App.
    I organized them but they do not appear in the right order.
    You will find enclosed the capture of the interface in drag & drop and the capture of the return of the API where we see well that the order is not respected ....
    I have clean my cache :)
    Thanks a lot !

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  • Nicolas Benais
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    Hey Charles

    You should use the following endpoint instead

    GET /api/v2/ticket_forms/{id}.json 

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