Editing and managing your ticket fields

Return to top

39 Comments

  • 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

    0
  • Jeremy Chapin

    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).

    0
  • 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!

    0
  • Martin St-Onge

    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

     

    0
  • 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
  • Mark Oliver Manalo

    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
  • 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! 
    0
  • Mark Oliver Manalo

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

    0
  • 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
    0

Please sign in to leave a comment.

Powered by Zendesk