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Viewing your ticket fields



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Aimee Spanier

Zendesk Documentation Team

Edited Jun 21, 2024


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5 comments

Is there a way to manually set the order that the fields will show on the front end? For example - we currently created a new custom field and it is correctly showing on the new request page that our users get to from the Submit a Ticket link in our Guide. The field is at the bottom of the page and we would like to move it closer to the top but we didn’t see how we could set the order of the fields. Thanks! 

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Can someone provide clarification on what the description field for Agents is for? Anytime i've put information in this field it isn't visible in Support for Agents. I also can't seem to find any information in the Community or Zendesk documentation, so any information is helpful! It'd be awesome to be able to hover of the fields like a tooltip or something.

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Arianne Batiles

Zendesk Customer Care

Hi Hannah Lucid,

Yes, by design, the ticket field description for agents/admins is only visible when the field is being configured in the Admin Center. This information is not shown in the ticket UI. 

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Hi Arianne Batiles,

 

What is the reasoning behind this? It doesn't seem to make sense for this information to only be available in the Admin Center. 

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Arianne Batiles

Zendesk Customer Care

Hi Hannah Lucid

The ticket field description is initially intended for administrators or the ticket field author to serve as a reference during field editing, rather than as guidance for agents when responding to or opening tickets.

Unfortunately, this capability is not currently available but incorporating this functionality into the ticket user interface is beneficial. Hence, I encourage you to create a post in the General Product Feedback topic [https://support.zendesk.com/hc/en-us/community/topics/200132066-General-Product-Feedback-] and share this feature request. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

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