About custom fields and custom field types



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Jennifer Rowe

Zendesk Documentation Team

Edited May 23, 2025


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75 comments

      Hi all,

      I've been reading through the comments and I've searched google/chatgpt/reddit. I'm trying to see if it's possible to add a multi-line field with text in the actual field that can't be edited by the enduser/customer. I can edit the title that's shown and the description, but I'd like the description to be what is actually in the text box, and not the description:

      I'd like the “New hires will receive” blurb to actually be in the text box. Sorry if this is a goofy request, I'm trying to put together a “New Hire” form but I'm not well versed in json/coding/whatnot

       

      Thanks

      Josh

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      We are able to enter hyphen in number/numeric field. Is it normal?

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      Hi 5558268443930 ,

      I recommend trying out Dane's suggestion here & using Regex or API since it's not natively possible yet.

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      Im creating web forms and have added a ticket field for email address and phone numbers. I have made these so that they are required before submitting the ticket, however I do I make the ticket field so that an email address or phone number has to be entered in the correct format to submit, and not just free text/numbers?

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      Hi Jordan!
       
      Thank you for your feedback on this! What I would love to do with your partnership is attack this from both fronts; on my side, I'll flag a couple of articles for revisions as there are places we can call this out that could expressly mention it so others don't experience the frustrations you've experienced, and on your end if you could submit product feedback as outlined here to communicate use case, headaches caused, etc. so our product team can take it into future roadmap + release consideration I would be greatly appreciative.

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      Are there any plans to increase the max file storage per field?  I am using Sticky Notes as a way to track internal escalations and using another integration to map that information into DevOps.

      The issue is that we are starting to hit the 67KB limit on custom fields.  The lack of rich text support and low data limit per field is a gap in functionality with competitors like HALO and SalesForce case management. 

       Please consider this on your roadmap as a future update along with some of your other changes.

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      Hi Michi, 
       
      I've created a ticket on your behalf and will send it you via email to further discuss your use-case. Thanks!

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      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?

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      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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      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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