Editing and managing your ticket fields

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14 Comments

  • Jen Tam

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

    0
  • Dave Dyson
    Zendesk Community Manager

    @... and @... –

    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 You could go one step farther, and use nesting to group all your outdated field values into a single top-level value, to minimize clutter in your new field.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 @...!

    1
  • Maestro Technologies

    Hello, 

    Is there a way to create a custom field available for agents which would be editable by admins only?  Basically, we don't want agents to be able to modify it but have the information in read only.

    1
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi @...

    Not natively as far as I know but there's an app for that!

    https://www.zendesk.com/apps/support/ticket-field-manager/

     

    0
  • Jay Kershner

    @ ZD KB writers... It would be great to modify this article to discuss the Ticket Field Manager Application, that allows users to hid values from custom fields... 

    0
  • Christopher Wooten

    Love the new view and the form features. I used to have a huge google sheet I used to have to use. When did this hit prod?

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Christopher,
     
    Glad to hear these improvements are working well for you :). I believe we released this functionality earlier this year.
     
    Be sure to follow our Announcements page for more product updates as they're released.
     
    Cheers!
    0
  • Gerald Prado

    Will renaming my custom field cause issues with reporting or change the field ID value? I want to update a field but I don't want to break our macros.

    0
  • Dane
    Zendesk Engineering
    Hi Gerald,
     
    It won't have any effect on the Field ID value.
     
    Hope this helps!
    0
  • Shahab Sabet

    Please make the 'default value' functionality work. It doesn't matter what I select the default value to be, agents always have to make a selection.

    1
  • Emre Aktaş

    Hi ,

    i have a problem with custom field, one of our team leaders cant see this field, what could be the reason for this and how can i grant this access to him ? Permissions of this field is "Agent can edit"

    This is our custom field.

     

     

    Thanks.

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Emre Aktaş,

    I suspect the admin has installed this app and configured that field to be hidden perhaps? https://www.zendesk.com/marketplace/apps/support/223753/ticket-field-manager/ 

    0
  • Federica Sapienza

    Hi,

    is there a way to remove the label (optional) from a field?

    0
  • Dane
    Zendesk Engineering
    Hi Federica,
     
    If it's regarding the submit a request form, you'll need to make sure that the ticket field is "Required to submit a request" in order for it to be removed.
     

    0

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