My team is excited to announce that we started to roll out a new Ticket Fields admin page which includes many improvements. We wanted to help new customers create ticket fields, and existing customers manage their growing number of ticket fields.
There's a lot to cover, so let's get started!
React and Zendesk Garden
The Ticket Fields page
1. Fields are divided by activation status (Active and Inactive tabs).
2. You can search your list of fields by entering a search value into the search box. Fields are searchable by the following values:
- Titles, the name given to each field, including partial titles.
- Field IDs, unique numeric identifiers given to each field, including partial ID numbers.
- Ticket field values, The values created in a drop-down or multi-select field. Use the value keyword for this search value.
3. You can customize the information displayed on the Ticket Fields page by adding columns to, and removing columns from, the fields list. Our favorites include Active forms and Created by.
4. The Filters drop-down allows you to display only those fields that meet certain criteria. Our favorites include Field type and Created by (app, admin, and system).
5. You're warned before deactivating or deleting a field:
For more information, see Managing ticket fields.
Creating and editing ticket fields
1. There's a new field type selector with information about each type, including their availability in Insights:
2. 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.
3. You can link directly to a field via their field ID (https://myaccount.zendesk.com/agent/admin/ticket_fields/25433683).
4. You can enter an optional admin description for each field.
5. Field titles, descriptions, permissions, and requirements are much easier to understand and navigate.
6. You can undo alphabetical order sorting and reorder field values using drag-and-drop:
7. You can Preview fields to see how the field looks and behaves to agents and end-users:
8. If you need to create a lot of ticket fields one after another, click the drop-down icon and select Save and add another.
9. When editing a field, you can see who created the field, the number of forms the field is used on, and Preview the ticket forms. Click Edit form to do so.
For more information, see Working with ticket fields.
The Ticket Forms page
2. When creating a ticket form, you can place custom fields above system fields. This manifests in Support (Type and Priority fields only), Guide, and the Web Widget.
For more information, see Creating ticket forms to support multiple request types.
Getting started and documentation
We have started rolling out the new Ticket Fields admin page with these improvements. All customers should have all of these features by the end of March 16th.
The following documentation has been updated to support this release:
- Adding custom fields to your tickets and support request forms
- Working with ticket fields
- Managing ticket fields
- Creating ticket forms to support multiple request types
- Managing your ticket forms
We think the new Ticket Fields admin page and the improvements that come with it will help new customers create ticket fields and existing customers manage their growing number of ticket fields, and much more. This release sets us up nicely for future enhancements, so please leave your feedback in the comments below.
Many thanks to my team and everyone at Zendesk for this release! 💚