About custom field types

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26 Comments

  • 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.

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  • 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. 

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  • Dave Dyson
    Zendesk Community Manager

    Hi Zach, are you wanting to surface the link to your customers, or to your agents?

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  • Zach Dhom

    Just the agents

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  • Dave Dyson
    Zendesk Community Manager

    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).

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    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....

    https://support.zendesk.com/hc/en-us/community/posts/360031398273-Create-a-private-comment-automatically 

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  • 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
  • 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. 
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  • Paul Goldberg

    What is the character limit for the Text field?

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  • mnemosyne

    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.

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  • Larry Click

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

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  • Dave Dyson
    Zendesk Community Manager
    Hi Larry,
     
    The character limit is 65536. Hope that helps!
    0
  • Anita Rajkumar

    I need to upload data into Location drop down 

    It has 3000 options in it.

    How to handle it? please suggest

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  • Plo Mangsat
    Hi Daniel,
     
    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.
    Field Description
    value Value that appears in the drop-down or multi-select field.
    tag Tag associated with the field value. The tag is used as a ticket property that can be included in triggers and other business rules.
    default Identifies the default value for the drop-down or multi-select field. Use true to identify the default value. Use false for all other values. (Drop-down fields only. Remove this field for all other field types, otherwise you'll receive an error.)
     
    After you create the CSV file, you can import these values into a new ticket field.
     
    To import the CSV field values
    1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Fields.
    2. Click Add Field.You can only bulk import values for new ticket fields. You cannot import field values for existing ticket fields.
    3. Choose the type of field you want to create (Drop-down or Multi-select).You can only import field values for drop-down or multi-select fields, CSV import for other types of fields is not supported.
    4. In Field values, click Upload CSV.
    5. Click Choose File and open the CSV file you want to import, then click Upload.
    6. You can also Download the template CSV file to use as a model to prepare your CSV file before you upload it.
    7. When you successfully upload the CSV file, Field values are updated to include the new data.
    8. Finish adding information about your new field, then Save your changes. For more information, see About Ticket Fields.
     
    You can check Importing and exporting values for ticket fields for more information.
     
    I hope this helps clear things.
     
    Thanks!
    0
  • Santiago Gandolfo
    Community Moderator

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

    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
  • Santiago Gandolfo
    Community Moderator

    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
  • Jeff C
    Zendesk Customer Care

    Hi Santiago,

    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.

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  • Kyle Simmons

    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?

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  • Dane
    Zendesk Engineering
    @Kyle,
     
    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.
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  • Chris Costello

    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?

    0
  • Heather Rommel
    Community Moderator
    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
  • Atul Upadhyay

    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?

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  • Dave B

    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.

    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.
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  • Yiqi Zhang

    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.

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  • Dane
    Zendesk Engineering
    Hi Atul,
     
    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.
     
    Hi Dave,
     
    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. 
     
    Hi Yiqi,
     
    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.
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