You can add custom fields for tickets, users, and organizations.
For information about creating custom fields, see:
The following table details the types of custom fields you can add.
|Drop-down||This field enables you to create a list of options for users to select. Each option is a combination of a title and a tag. The title is displayed to users and the tag is used as a ticket property that you can use in business rules. You can create up to 2,000 values in a custom drop-down list, with a maximum length of 255 characters per field.
You can select which field appears as the default option in the drop-down list or choose to not display a field value as a default.
Note: When you configure a default option in a drop-down list, this only applies to new tickets that are created by agents through the Support interface or created by users wherever the ticket form is displayed. If you change an existing ticket form to one that contains a drop-down list with a default option, the default option is not displayed and is shown as blank.
You can organize drop-down list options into categories (see Organizing drop-down list options).
|Multi-select||This field enables users to choose multiple options from a predetermined list. You can create up to 2,000 values in a custom multi-select list.
You can organize options into categories (see Organizing drop-down list options).
Note that multi-select fields aren't supported by Flow Builder.
Note: Multi-select fields are not supported in user and organization fields.
|Text||This is a simple single line text input.
The character limit for this field is 65,536.
|Multi-line||This is a multiple line text input.
The character limit for this field is 65,536.
Note that multi-line fields aren't supported by Flow Builder.
|Checkbox||This is used to capture a Yes/No value. Enter a tag to be added to the ticket when the checkbox is selected. Use the tag to filter your views, triggers, and automations.
Note that checkbox fields aren't supported by Flow Builder.
|Numeric||This is for simple numeric input (no decimals). Values entered in custom number fields for organizations or users can't exceed 12 digits. There are no restrictions on the length of values in custom number fields for tickets.
Note that number fields aren't supported by Flow Builder.
|Decimal||This is for numbers that contain decimals.
Note that decimal fields aren't supported by Flow Builder.
|Date||Custom date fields allow your users to select a date from a date picker. Users can choose the current date or any date in the past or future.
Community tip! Colin shows how to use custom date fields to set reminders for tickets. Check it out in our community forums.
Date fields aren't supported by Flow Builder. If you use webhooks or other methods to change a custom date field in tickets, do not include hours or a timezone. It will cause an error.
Note: The calendar may display a different date format and start of the week (for example, Monday instead of Sunday) depending on the language selected in a user's profile.
|Credit card||This field allows users to enter a credit card number in a secure, PCI compliant manner. Only the last four digits are visible to agents and stored by Zendesk.
Note that credit card fields aren't supported by Flow Builder.
Note: Credit card fields are not supported in user and organization fields.
|Regex||You can enter a Ruby regular expression to create an input mask to validate proper entry of numbers in fixed patterns (telephone numbers, zip codes, social security numbers, etc).
Here's a regular expression for a U.S. social security number. This expression requires three sets of numbers (0-9 only) in a pattern of 3-2-4 and each separated by a dash:
Other common regular expressions include:
Regular expressions can't exceed 255 characters.
For more information about Ruby regular expressions, see Rubular.
Regex fields aren't supported by Flow Builder.
|Lookup relationship||Custom lookup relationship fields allow admins to define custom relationships that can exist between tickets, users, and organizations. Team members can then establish those relationships while working on tickets, editing user profiles, or editing organizations. See Using lookup relationship fields.
The lookup relationship field is not supported in search, Explore, and Flow Builder.
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.
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.
Hi Zach, are you wanting to surface the link to your customers, or to your agents?
Just the agents
I think the best way of doing this would be to install the free Text app from our Apps Marketplace: Text app
You can add text and links which will be displayed to all your agents in the Apps tab (but you can configure it to only show to certain agent groups if desired).
Hi Zach Dhom,
Another option for this would be to store the info you want in a custom field on the Organization and then use the handy-dandy Auto Private Comment Target. You can set it up here and reuse it for many many other use cases....
How can we modify the error message from regex ticket field?
I would like to change this error message with my own error message.
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.
What is the character limit for the Text field?
Are there any plans to add something like "To" and "From" time fields? For example, if a user needs to report information to HR regarding a timecard correction, the date would be very helpful but they typically need to add times, with potential ability to add multiple dates and times.
There was no answer for the character limit for text fields. What is it?
The character limit is 65536. Hope that helps!
I need to upload data into Location drop down
It has 3000 options in it.
How to handle it? please suggest
Thank you for posting a comment here. You can only create up to 2,000 values in the custom drop-down menu. To do this you need to create a CSV (comma-separated values) file that contains all the options you want to put in your custom field.
See the example below.
The following table lists the fields to include in the file. The first row of the CSV file is the header row, and you must include it in the file.
After you create the CSV file, you can import these values into a new ticket field.
To import the CSV field values
You can check Importing and exporting values for ticket fields for more information.
I hope this helps clear things.
Hi, is there a way to add Multi Line Fields to the Zendesk Messenger Transfer Field box?
As per our documentation, only Text field and Drop down fields are currently supported in the Transfer step in Flow Builder.
Is there a way to change that? And also, why is there a 128 character limit? Is there a way to also change that?
There is not a way to change these limitations currently. There are plans to support more Ticket Field types in the future but as of this writing it is limited to those 2.
As for the limit, 128 characters is a decent amount of text for Text and Drop down fields. If you feel this isnt, sufficient feel free to provide feedback in the Community page.
This is to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
I want to create a dynamic dropdown list where new requesters can select the name of the agency they work with. The list needs to update whenever we add a new agency. (If we do not work with that agency, there will be an "other" option to trigger a conditional text field where the requester can input the agency name and we will follow up.) The agencies will all be Organizations. Is there a way to have the options on a dropdown list populate with the names of the organizations we have?
I understand the practicality of this feature. However, it's not natively available. It's possible if you can work on with your developers to create an automation that will utilize List Organization and Update Ticket fields API to work for your use case. As much as we wanted to help out, customization is not part of our scope.
You can also access this page, and get in touch with one of our selected partners that will be able to help you with your use case. In that link, you can see the services offered on, ie. "Development Services"; you can even refine your search as well based on your location.
You can also contact our paid professional services through this link and have developers from Zendesk that can build custom codes for you according to your needs.
Is there a way to make a specific custom ticket field required conditionally on a what is selected in a different ticket field?
For example, if we have a field for ticket type drop-down field and the 2 options are "Warranty" or "Sales", is it possible to make a text ticket field required when warranty is selected by an agent?
Yes there is a way to do conditional fields! https://support.zendesk.com/hc/en-us/articles/4408834799770-Creating-conditional-ticket-fields
I would like to define 2 fields. Both fields should allow to enter percentages (not more than 100%) and the sum of percentages of these 2 filed should sum up to 100%. Example Field 1 - 60.43, Field 2 - 39.57. Can you please help?
Regarding this note for drop-down list, it would be great if the configured default value was applicable for tickets that were created by customers, even though it is not a customer-facing field. Currently, the field just ends up blank ("-"), even though it would make more sense for it to use the configured default value.
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.
You can use Regex to limit the value that can be entered on a field. However, there's no native option for ticket field values to be dependent on the value of one another. I'm thinking that it can be possible by the use of web-hooks and the ticket update API which will require some heavy customization that is out of scope for Advocacy.
I totally agree with you and this can be a great functionality. I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature.
You can check the ticket events to determine if this was indeed added before you have set it to Solved status. Sometime, update collisions happen when the ticket is currently saving an update and another update has been performed immediately.
How can we make the enduser form edit the description content as the same below, thanks.
This should be a default field available to end-users when they access your ticket form in the Help Center. Are you seeing anything different on your end from the end-user?
Any additional information you can share may help us point you in the right direction :)
We found another supplier who uses Zendesk and noticed on their form, they have an editor that allows for screenshot pasting like below.
It would benefit both the end user.
Could you help clarify how we can update for our form?
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!
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