About custom field types

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62 Comments

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Qiang,

    As of this time, it is not possible to pre-set or add a default value for a custom text field. A dropdown field only allows for the setting of a default value.
     
    I've taken a look and found that other users are discussing similar needs here:
    You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
     
    Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.
     
    We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality. Thank you!
     
    2
  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    Hi Katie Edwards,

    In that scenario, you'd leave "agents can edit" checked and solve for that a different way. Yes, something has to be checked there!

    Depending on your use case, you might want to 1. not add the field to the form and only use the triggers/automations to set the field.

    2. add it to the form but use the Zendesk Field Manager app to hide or set the field as read only except for Admins https://www.zendesk.com/marketplace/apps/support/223753/ticket-field-manager/ 

    Hope this helps!

    2
  • Gab
    Zendesk Customer Care
    Hi Fabio, 
     
    Lookup relationship fields are now available in Explore for datasets that support custom fields. These types of custom fields are available in the following folders of the dataset:
    • Ticket custom fields
    • Requester/User organization custom fields
    • Requester/user custom fields
     
    You can see more of the details in this announcement
    2
  • ggalling

    I just wanted to echo some requests here that it would be desirable to be able to edit free-form text custom fields with macros. This would be useful for us because we are using a custom field to keep track of JIRA ID's and we'd like to use the same macro for every ticket that corresponds to a currently high-frequency issue tracked by jira.

    2
  • Bell Chen

    Hi Dane

    But i found the "image" icon only available for sign-in end user but not for "anyone".

    Is it expected behaviour?

    Thanks.

     

    1
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Qiang,
     
    There isn't a native custom password type field or feature that will perform this validation to determine whether the inputs of the two fields are the same. However, I found this community Q&A post with custom JS in your Help Center theme that checks the custom field values before form submission. 

    For reference, please see below post:

    New Request Page: Match validation based off 2 custom fields

    Also, to access and edit the JavaScript in your help center, see Customizing the CSS or JavaScript.
     
    I hope this helps. Thank you!
     
    1
  • Ariane Frances dela Cruz
    Hi Daniel,
     
    I'm afraid it's not possible to customised the error message. There's a similar discussion on this community post here https://support.zendesk.com/hc/en-us/community/posts/4408860791834. Instead of changing the error message it might best to guide users on what details they should enter on the this custom field. 
    1
  • Dane
    Zendesk Engineering
    Hi Fala,
     
    Thank you for the clarification.
     
    It seems your WYSIWG editor is currently set to false.
     
    To modify it, go to Guide > Customize designs > Configuration > Edit Code.
     

     

    Go to new_request_page.hbs, look for the {{request_form wysiwyg=false}} and change false to true.
     

    1
  • Dane
    Zendesk Engineering
    Hi Ana,

    The custom date field format cannot be changed. You might as well consider using Regex field but it will manual entry of dates.
    1
  • Joyce
    Zendesk Customer Care
    Hello Farisa,
     
    One of our product managers confirmed in this community post that the ability to create multi-select fields in user and organization is already in our roadmap. Though this was not completed in 2022 as mentioned, the team is still working on having this implemented. 

    We recommend that you follow our Announcement page to get updates on any new features, fixes, and other important announcements.
    1
  • Zach Dhom

    If I want to add a link to our customer support agreements on every ticket, which type do I use. I just need plain text or a URL added to every ticket. 

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

    Chris Costello

    Yes there is a way to do conditional fields! https://support.zendesk.com/hc/en-us/articles/4408834799770-Creating-conditional-ticket-fields 

    1
  • Larry Click

    There was no answer for the character limit for text fields.  What is it?

    1
  • Gab Guinto
    Zendesk Customer Care
    Hi Jonathan,

    You should be able to pass a URL value to a custom text field via API. Have you tried reaching out to the team who developed this integration? It may be best to get in touch with them to ask for help diagnosing the issue. But, let me create a ticket where we can continue this conversation, and see if there's anything else we can check from our end. Thanks!
    1
  • Daniel THAY Gmail

    Hello,

    How can we modify the error message from regex ticket field?

    I would like to change this error message with my own error message.

     

    Regards,

    Daniel

    1
  • Dane
    Zendesk Engineering
    Hi Fala,
     
    I have tested it directly on my end and it worked without any issue. Can you have your affected users clear cache and history on their browsers? If the same issue persisted, please contact our support directly to investigate further.
     

    0
  • Yiqi Zhang (张一琪)

    Why the views sometimes can't show all the fields' information completely? 

    For example, when I close one ticket, I fill out the region and category(customized settings), when I submit it as solved, the region and the category are missing.

    0
  • Santiago Gandolfo

    Hi,
    Is there a way to change that? And also, why is there a 128 character limit? Is there a way to also change that?

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Fala,
     
    Can you share a screenshot of what you're seeing in your own ticket form?
     
    Users should be able to copy and paste a screenshot by default so I'm not sure exactly why this would not be showing up on your end.
     
    Let me know!
    0
  • Hello Jennifer Rowe

    Thank you for this article! 

    It is my understanding that the default value in a ticket field only works:

    • If the ticket is created by the agent in the Support workspace
    • If the ticket is created by the end user through the Web Form, when the ticket field is displayed in the user form

    Is this right? If so, my feedback is that it would be better to apply the default value in the agent workspace always and in all channels (unless the field is displayed to the user and they select a different option). We wanted to use this to improve productivity in fields where 98% of the times the answer is the same, saving a couple of seconds per ticket with this.

    Thank you!

    0
  • qiang huang

    Thank you, Gabriel

    I have another question

    Is there a password type field, even if it is not a password type, I want to verify whether the inputs of the two fields are the same. Only when they are the same, can I submit the form. Can I implement it? Where should I write JavaScript or?

     

    0
  • Santiago Gandolfo

    Hi, is there a way to add Multi Line Fields to the Zendesk Messenger Transfer Field box?

    0
  • Fabio

    Hi, Is there a plan to add Lookup relationship fields to Explore as well? 

    0
  • Michi Moskovitz

    Trying to add a custom drop down field that will be available to customers, and I keep getting "field not added" with no explanation.... how can I fix this?

    0
  • Jonathan Lunt

    Hi Gab, 

    Thanks for raising the ticket. 

    It looks like the issue has vanished and is now working as expected.   

    I've closed the ticket.  

     

     

    0
  • Jeff C
    Zendesk Customer Care

    Hello Santiago,

    As per our documentation, only Text field and Drop down fields are currently supported in the Transfer step in Flow Builder. 

    0
  • Gab
    Zendesk Customer Care
    Hi Qiang, 
     
    Since Zendesk doesn't have calculated fields or business rule actions to do field calculations, you'd need something like a HTTP target to initialize this followup field based on the value of the delivery date field. 
     
    Take a look at this Community article I found that has a similar concern: Email Trigger based on custom date field
     
    I hope this works for you. 
    0
  • Dane
    Zendesk Engineering
    Yes, you are correct. I have also tested it on my end. 
    0
  • Jonathan Lunt

    I am trying to set up an integration with Monday.com.  I'm trying to pass a Url to a field.  Unfortunately i cant use the Regex field as it isnt a field that gets passed across. 

    I thought just using a text field would allow this but for some reason when i submit the ticket the field is always blank so its looks like this is being removed by Zendesk.  

    Is there any way around this?

     

    0
  • Dave Symonds

    Can you increment a custom field value in an action in a trigger

     

    0

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