How can I add additional ticket type options?

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5 Comments

  • Peter Godden

    Hi all, we've come up with a way (using our Field Conditions app) to add alternative/additional ticket types while retaining the unique functionality of the native Zendesk Type field.

    I've created a blog post and 5 min explainer video on how this can work here: https://sweethawk.co/blog/how-can-i-add-additional-ticket-type-options-in-zendesk

     

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  • Ankit Garg

    I added the custom field with same name "Ticket Type" for defining my own type of ticket fields but I am not able to include my own custom field in the Views. When I include my own Ticket Type then it shows the standard value (Incident) in the View.

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  • Blanca
    Zendesk Customer Care

    Hi there Ankit,

    Thank you for reaching out. As for the views, custom fields can be added depending on the ticket type (Drop-down, multi-text, etc.). For more information, here's an article for your reference (Creating views to manage ticket workflow

    So first, when you create the view, you need to add the custom field Type that you have created and include it under Meet Any of the following. And then at the bottom part, click add a column and choose the Type you have created.

    I hope this helps.

    Cheers,
    Blanca | Customer Advocate

    Chat with our live support!

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

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  • Ankit Garg

    Hi Bianca,

     

    Thanks for your reply but I meant to say that I would like to be able to see my own defined Ticket type as a column in the view. For example, in the below image, the Type shows incident and I would like to show my own defined values here not the Zendesk standard ticket type values.

    How can I do that?

     

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  • Blanca
    Zendesk Customer Care

    Hi there Ankit,

    This is to confirm that you may do so. I have tested it on my test account based on the article I. have shared. A ticket has been created on your behalf 6899204 so I can share the sample via e-mail.

    Cheers,
    Blanca | Customer Advocate

    Chat with our live support!

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

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