How do I reorder ticket fields? Follow

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14 comments

  • Avatar
    Collin Cunninghame

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

  • Avatar
    Jamie Danjoint

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

     

  • Avatar
    Collin Cunninghame (Edited )

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

  • Avatar
    Christopher Hanson

    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.

  • Avatar
    Tomasz Miłek

    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?

  • Avatar
    Jessie - Community Manager

    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. :)

  • Avatar
    Alex Squicimari (Edited )

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

  • Avatar
    Jessie - Community Manager (Edited )

    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!

  • Avatar
    Katie Yoder

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


  • Avatar
    Beth Bailey

    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!

  • Avatar
    Nicole - Community Manager

    Thanks for sharing that answer, Beth!

  • Avatar
    David Charlot

    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

     

  • Avatar
    Nicole - Community Manager

    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. 

  • Avatar
    Ernie

    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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