Editing and managing your ticket fields

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17 Comments

  • Joe Sibley

    Can fields be dynamic or have logic?  For example, if I have a drop down of options to choose from and can each option create new and different fields to choose from?

    1
  • Brett Bowser
    Zendesk Community Team

    Hi Joe,

    You'll want to look into the Conditional Fields App. which will allow for you hide and show ticket fields based on the previous fields selected. Keep in mind that this app is only available to customers on the Enterprise plan or if you have the Productivity Pack add-on.

    I've also attached our Using the Conditional Fields app which will walk you through step by step on how to set up this integration.

    Hope this helps!

    0
  • Heather Rommel
    Community Moderator

    @Joe, if Conditional Fields doesn't work for you, I've had success with CloudSet also https://www.zendesk.com/apps/support/cloudset-conditionality/?source=app_directory

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  • Joe Sibley

    We have Enterprise, so we should be good.  Our use case is for HR, do you know what security risks using Conditional Fields poses? 

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Joe,

    There wouldn't be any security risks as the app only hides the ticket fields from the UI until certain conditions are met.

    Cheers!

    0
  • Joe Sibley

    So there is no storing our data with another company?

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Joe,

    This is a Zendesk published app that only affects the UI and doesn't store any of your data so no worries there :)

    0
  • Joe Sibley

    Thanks for your help Brett.  That helps put my mind at ease. 

    0
  • Maxim Kalinovich

    How can I show related articles for the custom field?

    Currently related articles are shown only for the subject field by default, but I want them to show for some other custom field instead. 

    My form will look like this:

    • Choose topic - Custom Dropdown Field
    • Choose sub topic - Custom Dropdown field

    After user chooses sub topic - show him list of relevant articles for this sub topic.

    After that, show him the standard Ticket submit form

    • Subject
    • Body
    • Attach a file
    • Submit button.

    The experience we are trying to mimic is already implemented here. SO how do we literally mimic this form:

    https://support.squarespace.com/hc/en-us/requests/new#choose-topic

     

     

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  • Anthony DelCampo

    Is there any plans on being able to group have better field management options?

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  • Brett Bowser
    Zendesk Community Team

    Hey Anthony,

    Nothing on the roadmap currently. Could you provide some additional information on what sort of improvements you're looking for? I'm happy to pass the feedback along to the appropriate team.

    Thanks!

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  • Anthony DelCampo

    Brett, thanks for the quick response. 

    As we continue building fields for internal departments there does not appear a way to group them. 

    This would be helpful when adding fields to forms.  Example: If I am building a form for HR, I would like to only see fields that I have tagged HR.  I can sort in the Field View. However, in Form View you have no options.  I find this very time consuming using CTRL or CMD + F to find the fields we need at a given time. 

    In addition, fields may be used on multiple forms, so I feel a "general" tag would help identify these when needed. 

    2
  • Brett Bowser
    Zendesk Community Team

    That makes perfect sense Anthony. Appreciate you taking the time to share this with me and I'll be sure to pass this feedback along to the appropriate team.

    Cheers!

    1
  • Greg Vowles

    I have a Resolution custom, form field (field 1), but it's being superseded by a Current Status / Resolution field (field 2). Is it possible to copy the contents of field 1, into field 2, before I delete field 1? 

    Basically I don't want to lose the resolution details that I've previously added to tickets.

    1
  • Sondra Halperin

    Greg, this seems like something that could be done through the API. Or, instead of deleting the field, change the name of the field.

    1
  • Jen Tam

    My team is having the same issue that Greg Vowles is having. Is there any solution to this?

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  • Dave Dyson
    Zendesk Community Team

    Greg Vowles and Jen Tam –

    There isn't a way from within Zendesk to copy the contents of one field to another.

    As Sondra says, one way to do this would be to use the API that retrieves the deprecated field's contents and copy those to the new field (thought I imagine this might require some mapping of "old value" to "new value", since presumably the new field will have a different set of values than the old field, and I'm also presuming you're using dropdown fields for this).

    Sondra also mentioned what I think may be a better solution, which I'll expand on a bit: rename your old field to the new name, add the new field values to that field, and change the names of the old field values (but not the associated tags), adding something like "DEPRECATED", "OBSOLETE", or "OLD - DO NOT USE" to the beginning of the names of the values. That way you won't lose any data. You could go one step farther, and use nesting to group all your outdated field values into a single top-level value, to minimize clutter in your new field. Another advantage of this method is that you can't change the values stored in Closed tickets, since those tickets are immutable. Changing the names but leaving the tags in place means you'll still have the data in these Closed tickets as well.

    Finally, I'd add that it's always a good idea to test out changes like these in a test field so you don't make a mistake, using a sandbox account if you have one, or using a temporary dropdown field in your production account (let your agents know so they don't get confused by it).

    Hope that helps, and thanks Sondra Halperin!

    1

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