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Editing and managing your ticket fields



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Aimee Spanier

Zendesk Documentation Team

Edited Aug 27, 2024


-3

49

49 comments

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Zsa Trias

Zendesk Customer Care

Hello Jeremy,

There must be an update that has removed the field value from a ticket field. I would suggest viewing the events of the ticket to see who/what removed the value. 

For reference: Viewing all events for ticket updates

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Zsa Trias thank you for just assuming it's user error and taking zero ownership on troubleshooting the issue I've reported. This is what I've come to expect from Zendesk Support. Believe it or not I actually do tech support for a living, and have been using Zendesk for almost 10 years. I know how to update and save a list without removing a name I just added, and how to update a ticket. No one else updates my tickets. The ticket history shows the Customer Name field being updated as BLANK, which shouldn't be possible, because it's a required field (and one that I added a value to, saved it, and then saved that value in the ticket).

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Zsa Trias

Zendesk Customer Care

Hello Jeremy, 

This might be something that we'd need to investigate a bit deeper than we can here in the community. I will create a private ticket for this issue. Please expect an email shortly!

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Hello

Is there a way to create a "Category" field and a Sub-Category field that the choices would be different based on what I would choose in the Category field?  Does it make sense?

Category

A
     1

     2

     3
B

     1

     2

     3

I really hope so

Martin

 

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Zsa Trias

Zendesk Customer Care

Hello Martin, 

This seems to be attainable using nested fields. 
Please refer to this article for more info: Organizing drop-down list options

0


Will this feature able to help us identify call/chat/email drivers? I have used zendesk before (2020-2022), and able to add disposition, and call driver, not sure if this is the right way to follow. Can someone help. Audrey Ann Cipriano

0


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Christine

Zendesk Engineering

Hey Mark,

Yes, you can utilize custom ticket fields to identify your call/chat/email drivers. Using the custom fields, you can also create a reporting. See Explore recipe: Reporting on custom ticket fields.
 
You just have to educate your agents to use the correct fields on their tickets as part of their workflow, and you can make the field mandatory/required to make sure that the field values are added before agents can mark tickets as solved.

Hope this clarifies! 

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Hi, this is difficult to follow. Where do we start? lol @Christine. 

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Christine

Zendesk Engineering

Hi Mark,

You need to create your custom fields first, then you can create the report.

Our articles have a video available on creating custom fields and step-by-step instructions with screenshots for reference when you create the Explore recipe.

1. Adding a custom ticket field for agents and end users
2. Creating the report

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Hi, is there a way to edit a field of a ticket after the ticket has been marked as solved? Currently, I am unable to edit the fields once the ticket is closed. I would like to be able to change this field even after the ticket has been closed, for example: 

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Destiny

Zendesk Customer Care

Hello Tamar,
 
I appreciate you getting in touch. I wanted to let you know that the ticket field can be edited as long as the ticket's status is 'solved' but not 'closed'. However, if the field appears greyed out—as illustrated in your screenshot—it indicates that the ticket has been closed. Unfortunately, in this case, it is not possible to make edits, and currently, there are no available workarounds. 
 
We hope for your understanding regarding this matter.

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Hello everyone, 

 

I want to add sub questions under the ones in help page. Like when the user choose 

- I have a question about my account

I want them choose sub category under this. 

 

Is there any chance you can tell me how I can do this? 

0


Adem You can probably use Conditional Fields for what you're trying to do: https://support.zendesk.com/hc/en-us/articles/4408834799770-Creating-conditional-ticket-fields

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Adem,

 

Elaine is correct!  Make sure that you are selecting end-user conditions for them to show up on our Help Center Form

 

Brandon

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Is there a way to increase the NUMBER of entries in the drop down list fields? We use it to track customers in one of our brands but the 2000 entry cutoff means we can't add new ones without deleting old ones. That means we lose a search function for history.

 

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Curt Martin 

Field values that are beyond these numbers may cause performance issues on your account. A workaround for this is either use custom objects or conditional fields :)  

More info here: Can I create a dropdown field with more than 2000 values?

I hope this helps!

0


I see another user mentioned this in 2022 - are there any plans to make the “Default” field selection work? It doesn't matter what we set the Default to, if an agent doesn't set a value in the field, the field value is NULL, not the Default value we set.

0


I like being able to put links in the “Description shown to customers” field but the link opens in the same page. there's no good case for this, it should open in a new field. 

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I'm unable to add a custom field to the Ask for Details section of my AI Chatbot. I created the Field, but I'm not seeing it as an option. What am I doing wrong? Or is this a known issue?

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