New Ticket Fields admin page with many improvements Follow

Comments

43 comments

  • Avatar
    Stephen Belleau

    This is great - solves a couple of popular requests around fields and forms! Being able to reorder dropdown values is especially huge for us.

    Would you guys consider doing some sort of structured release plan in the future? i.e. publish release/patch notes that can be previewed ahead of time, instead of after features launch. There have been a few times now where a new feature is released out of the blue, and we get super confused, and then see the announcement post the following day.

    You could even go a step further and push these new features to sandboxes first! But either way please give advance notice.

  • Avatar
    Kiran Max Weber (Edited )

    @stephenbelleau

    "This is great - solves a couple of popular requests around fields and forms! Being able to reorder dropdown values is especially huge for us."

    Thank you, and I'm glad reordering field values is helpful!

    "Would you guys consider doing some sort of structured release plan in the future? i.e. publish release/patch notes that can be previewed ahead of time, instead of after features launch. There have been a few times now where a new feature is released out of the blue, and we get super confused, and then see the announcement post the following day. You could even go a step further and push these new features to sandboxes first! But either way please give advance notice."

    I'm sorry for the confusion, and yes, as Zendesk grows with more products out of more offices with more releases, we'll have to do better in this regard.

  • Avatar
    Zac

    We're very excited about this release!

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    Jacob J Christensen (Edited )

    Awesome Kiran, looking forward to seeing it!

    Manual ordering of field values and the ability to place custom fields above system fields are big wins for us!

    Are there plans to update the Ticket Forms admin page beyond what is mentioned above?
    Shameless plug of Ticket Form feature request.

  • Avatar
    Lisa Roskam

    "the ability to place custom fields above system fields" would be very helpful for cleaning up a messy workaround we put in place using too many forms and conditional fields. Is there any ETA for this improvement?

  • Avatar
    Forest Anderson (Edited )

    👏

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    Mindaugas Verkys

    When can we expect rollout on our account?

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    Jiri Fait

    Will the placing custom fields above the system fields apply to "Attachment" field as well? Currently the attachment field is always down as the last field and its impossible to move it anywhere.

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    Charlie Windlinger

    This is great! Are there any plans to offer deactivation instead of deletion of a custom field's values? At present, if we have fields that are still relevant but values that are not, there is not a way to deprecate the value without impacting historical ticket data.

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    Mindaugas Verkys

    Very good point Charlie!

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    Kim Sillery

    These are amazing changes !  Thanks ! 

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    Thomas D'Hoe

    Hi,

    Is there a reason that light agents and agents can't request tickets in the helpcenter?

    We use Zendesk for Internal Helpdesk services (IT & Facilities). In our buisiness case sometimes agents or light agents also need to fill in ticketforms. By example for printing new visit cards. 

    I know that agents can use the agent interface but for "end user experience" it is not user friendly. Do you think it's a possibility or good idea to activate the ticket form also for agents and light agent?

    Thanks!

    Thomas

  • Avatar
    Jacob J Christensen

    Hi Thomas,

    It is not really relevant on this announcement, but I have had a similar issue as yours.

    We use the web widget to capture requests from agents, maybe that could also work for your use case?

    Hope that helps!

  • Avatar
    Thomas D'Hoe

    Hi Jacob,

    Yeah, I know that's a good work around, but still confusing...

    Do you know there is a community post about my request?

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    Jacob J Christensen

    Sorry I haven't found a product feedback post about that, but if you create one you'll have my vote!

    Other options could be using a marketplace app to use third party forms for your agents, or creating your own form using the API. Haven't gone down any of those roads myself, however.

  • Avatar
    Graeme Carmichael

    It looks like there is a bug on the ticket field preview.

    Create a multi-select field ticket field  then preview it. The preview shows as a drop down field and the nesting of categories::sub categories is lost.

     

  • Avatar
    Graeme Carmichael

    It looks like the filed preview does not work for nested values on drop down fields either. Is that intended?

  • Avatar
    Kiran Max Weber

    @zac

    We're very excited about this release!

    I'm excited that you're excited, Zac!

    @jacobjchristensen

    Manual ordering of field values and the ability to place custom fields above system fields are big wins for us!

    Awesome, Jacob. It seems like these two features are the sleeper hits of this release!

    Are there plans to update the Ticket Forms admin page beyond what is mentioned above?

    As my team continues to work on native conditional ticket fields, we'll bring some modernization to the Ticket Forms page.

    @lisaroskam

    "the ability to place custom fields above system fields" would be very helpful for cleaning up a messy workaround we put in place using too many forms and conditional fields. Is there any ETA for this improvement?

    I'm glad this feature will be helpful, Lisa!

    This specific feature will rollout right behind the rollout of all the other features. My team hopes to have all the features listed on this page out to all customers by the end of this week (March 16).

    @mindaugasverkys

    When can we expect rollout on our account?

    We've been holding at 50% since Monday to improve performance in one particular area. We will continue the rollout tomorrow!

    @jirifait

    Will the placing custom fields above the system fields apply to "Attachment" field as well? Currently the attachment field is always down as the last field and its impossible to move it anywhere.

    The attachments area isn't a field per se, so this field reordering feature doesn't apply to it. However, you can move the attachments area elsewhere on the page by adding custom JavaScript to the new_request_page.hbs template of your Help Center theme.

    @charliewindlinger

    This is great!

    Thanks you, Charlie!

    Are there any plans to offer deactivation instead of deletion of a custom field's values? At present, if we have fields that are still relevant but values that are not, there is not a way to deprecate the value without impacting historical ticket data.

    Not that moment, no. I'm always open to hearing specific use cases about ticketing at kiran@zendesk.com.

    @kimsillery

    These are amazing changes!

    Thank you, Kim!

    @graemecarmichael

    Create a multi-select field ticket field then preview it. The preview shows as a drop down field and the nesting of categories::subcategories is lost. It looks like the field preview does not work for nested values on drop down fields either. Is that intended?

    Sorry for the confusion, Graeme. We hope to improve and expand on the new preview feature in time. The field still works as a multi-select field, but uses the MultiSelect Garden component:

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    Jacob J Christensen

    Native conditional ticket fields sounds very interesting too, looking forward to that as well!

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    Candace Alexandres (Edited )

    I'm very excited about this release! Great stuff.

    I just have one question about this: "During field creation, you can change the selected field type - say a drop-down to a multi-select - and the title and values will be carried over."

    What about after the field has been created? I've had had situations where I've setup a custom field a certain way, say numeric, only to find later that I need to change the field type - for instance to a text field. 

    It's been a real pain because I have to deactivate the old numeric field and make a brand new text field with the same name. Then I need to rebuild all my conditional field logic.

    With this release, is there going to be a way of changing the field type once it's been created? If not, are there plans to allow one field to replace a new field so that I don't have to rebuild all my conditional logic? 

  • Avatar
    DJ Jimenez (Edited )

    We had our 298 ticket fields manually sorted in a deliberate manner before this release. After this release it's been undone. Is there any way to allow us to regain our original sorting? Will this sorting affect the order when selecting ticket fields for views / macros / triggers / automations?

  • Avatar
    Thomas D'Hoe

    Hi,

    Is it already possible to place custom fields above system field in the ticketforms?

    Is it already working fo existing forms? It's not working in our account.

  • Avatar
    Mindaugas Verkys

    Hey Thomas,

     

    Also on our account is still not working.

     

     

    Regards,

  • Avatar
    Kiran Max Weber

    @candacealexandres

    I'm very excited about this release! Great stuff.

    Thanks Candace, much appreciated!

    … I've had had situations where I've setup a custom field a certain way, say numeric, only to find later that I need to change the field type - for instance to a text field.

    It's been a real pain because I have to deactivate the old numeric field and make a brand new text field with the same name. Then I need to rebuild all my conditional field logic.

    With this release, is there going to be a way of changing the field type once it's been created? If not, are there plans to allow one field to replace a new field so that I don't have to rebuild all my conditional logic?

    We don't have plans to be able to change an existing field from one field type to another, as there are lots of downstream implications that we'd need to think through. However, as my team continues to work on native conditional ticket fields, we'll definitely keep scenarios like this in mind, just as the Support product team has done with other features (such as triggers):

    @djjimenez

    We had our 298 ticket fields manually sorted in a deliberate manner before this release. After this release it's been undone. Is there any way to allow us to regain our original sorting? Will this sorting affect the order when selecting ticket fields for views / macros / triggers / automations?

    I'm sorry for the trouble, DJ! I created a ticket on your behalf and will follow up right after this comment to help sort this out.

    @thomasdhoe

    Is it already possible to place custom fields above system field in the ticket forms? Is it already working for existing forms? It's not working in our account.

    @mindaugasverkys

    Also on our account is still not working.

    This is a rolling release. We ended last week at 80% and just hit 100%. As I type this, my team is working on releasing the ability to place custom fields above system fields. This release won’t be rolling; all accounts will have it at once. Keep you posted!

  • Avatar
    Zac

    Hi Kiran,

    I'm glad to see you are actively responding to inputs on this announcement. I wanted to ask if you're thinking about about dynamic content support in the field titles. Right now it's not supported, so we actually see the DC placeholders. This is the way the previous ticket fields functioned too, so it's not a loss to us, but we feel it's an area that would be beneficial if you decide to iterate on the feature. The chief incremental improvements would be:

    1. We can get a better overview of our fields when we can view the field title and don't have to mentally parse the DC placeholder
    2. We will be able to leverage the new Ticket Form preview with nested fields (won't work with DC placeholders).

    We provided a little more detail in a product feedback post but I wanted to draw attention to it here in case you wanted to respond: https://support.zendesk.com/hc/en-us/community/posts/360000868808-New-Ticket-Fields-admin-page-Dynamic-Content-Support

    Thanks for your hard work and engagement with the community

  • Avatar
    Kiran Max Weber (Edited )

    I'm happy to report that the ability to place custom fields above system fields has been released!

     

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    Mon Keith De Gucena

    Wow ! This helps a lot and works on the Help Center! <3

  • Avatar
    Kiran Max Weber (Edited )

    @monkeithdegucena

    Wow ! This helps a lot and works on the Help Center! <3

    Awww, thanks, MK! 💚

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    Reshma Patel

    Love the redesign! Great work! In the future I would love to see the ability to import values when the Ticket Field type is a drop drop.  This would help eliminate a lot of manual entry. 

  • Avatar
    Andrew J

    Can I just ask how the Credit Card field works?  We've actively avoided customers added credit card info in tickets - how does this address the issues around security and data storage?

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