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About custom field types



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Jennifer Rowe

Zendesk Documentation Team

Edited Nov 11, 2024


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68 comments

Hi Brett

Please find the link and screen below for our form, thanks.

https://spscountrysupport.zendesk.com/hc/en-us

User is not able to pasting the screen under description ticket field.

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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.
 

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Hi Dane

My question is to make the ticket field can paste the Screenshot, not only fill the word, please check, thanks.

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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.
 

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Hi Dane

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

Is it expected behaviour?

Thanks.

 

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Dane

Zendesk Engineering

Yes, you are correct. I have also tested it on my end. 

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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?

 

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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!

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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.  

 

 

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

 

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Shannon Kertis

Zendesk Customer Care

Hi Dave! 
 
Depending on the field type, you can certainly use custom field values in trigger conditions and actions. The field values will need to be predetermined before configuring your trigger actions. For more information, see the article: Using custom ticket fields in business rules and views.

Hope that helps! 

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Nope as it doesn't address the rather specific question - Can you increment a custom field value in an action in a trigger.  I cannot see anyway its possible so can so if you can tell me yes or no then I can stop wasting my time searching 

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Shannon Kertis

Zendesk Customer Care

Hi again Dave! 

To answer your question, I'll need to gather more details about your specific use case and workflow. I have created a Support ticket to continue the conversation. Talk to you there! 

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Hello, 

We're using a macro that uses custom field (Date type) but we need the format to be set to MM/DD/YYY, how do we set that up? 

Thanks!

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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.

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Hello, I've noticed it's mentioned in this article that multi-select isn't supported by users and organizations fields.

Do you plan on implementing it soon? If so, when? 

In my case, each organization (a company is a client) can have different key features activated and the package will be the solution they use. I'd rather have these info input with a multi-select than with a dropdown or several checkboxes. We currently have more than 10 key features.

Thank you!

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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.

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

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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

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Hi there, 

I have a custom drop-down ticket field that is populated by a set of triggers. Ideally, I would like to make this only editable by ZD Admins as we don't want Agents to be able to edit this, but the only options I can see are attached below.

I cannot uncheck the 'Agents can edit' option. Any advice?

Thanks very much! 

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

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!

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Hi Heather Rommel,

Thanks so much - that's a huge help!

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Hi, may I ask if anyone knows how to add default values to the Text field, or is there a field similar to a label type(Only display some fixed values and cannot be edited)

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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!
 

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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?

 

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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!
 

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I have two date type fields, Start Date and End Date

All displayed in the End User's request Form

I hope to achieve this effect, where the user selects a start date and the end date is automatically set to 3 months after the start date

Trigger seem to only increase or decrease from the current date

I tried using JavaScript, but in web pages, the Date type is an input tag of text type, not data type,I tried to set the value, but it didn't work

Is it possible to achieve it

 

 

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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. 

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Carlota Bergillos

Zendesk Luminary

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!

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Rosie

Zendesk Customer Care

Hello Carlota, 
 
Thanks for your feedback. The default value will only applies to NEW tickets created by the agent in Support and/or end-user via Ticket Form. Should you want to display the desired default value always, you can create a trigger that set this ticket field value in every ticket created or ticket updated. You can specify ticket form too depending on the ticket fields requirement. 
 
Hope this helps! Thank you! 
 

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