Question
Can I add additional ticket Type options?
Answer
It is not possible to modify the native type ticket field, as this is a system field. There are four values for ticket type:
- Question
- Incident
- Problem
- Task
Since it is not a required ticket field, it can also be left blank.
As a workaround, create a custom dropdown field with more values for type. This option allows for agents to forgo the use of the native type field and solely use the custom type field. For a guide on creating custom ticket fields, see the article: Adding custom fields to your tickets and support request form.
5 Comments
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
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.
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
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?
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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