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.
Types | Description |
---|---|
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 allows 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 bot builder. |
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 bot 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 bot builder. |
Numeric | This is for simple numeric input (no decimals). Values entered in custom number
fields for organizations, users, and custom objects 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 bot builder. |
Decimal | This is for numbers that contain decimals. Note that decimal fields aren't supported by bot 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 bot 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. Only the last four
digits are visible to agents and stored by Zendesk. Note that credit card fields aren't supported by bot 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: \b[0-9]{3}-[0-9]{2}-[0-9]{4}\b 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 bot builder. |
Lookup relationship | Custom lookup relationship fields allow admins to define custom relationships
that can exist between tickets, users, organizations, and custom objects. Team
members can then establish those relationships while working on tickets, editing
user profiles, editing organizations, or managing custom objects. See Using lookup relationship fields. |
68 comments
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
Gab
I've created a ticket on your behalf and will send it you via email to further discuss your use-case. Thanks!
0
Jordan Premick
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.
0
Mike DR
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.
0
Shannon Hayes
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?
0
Dainne Kiara Lucena-Laxamana
Hi Shannon Hayes ,
I recommend trying out Dane's suggestion here & using Regex or API since it's not natively possible yet.
0
Manisha
We are able to enter hyphen in number/numeric field. Is it normal?
0
Josh Hill
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
0