Question
Can I add additional ticket type options?
Answer
The default type field can't be modified because it is a system field. There are four values for ticket type:
- Question
- Incident
- Problem
- Task
Because it's not a required ticket field, you can leave it blank.
If you prefer, you can create your own custom dropdown field with more values for ticket type. You can then use this custom ticket field instead of the native ticket field.
To implement this solution
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Fields. - Hover over the Type field, then click the options menu icon (
) and select Deactivate. For information on the consequences of deactivating a ticket field, see this article: Understanding how creating, deactivating, or deleting ticket fields impacts tickets. - Add a new field and select Drop-down as the field type.
- Enter a name under Display name.
- Under Field values, add the custom values for your own type field.
- Select Save.
For a guide on creating custom ticket fields, see the article: Adding custom fields to your tickets and support request form.
Note: If you deactivate the system Type field, all tickets default to the Incident type. A custom label by ticket ID can't be added at the top of the page and the system can't leave that space blank.
12 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
I need incidents and problems to also be able to have tasks, is this possible to use custom fields and still get all the usual standard functionality of the native ticket field?
Thanks for your question. Yes, for sure you can use custom fields and still get all the usual standard functionality of the native ticket field.
Please take a look at my steps below:
1) Initially you should create your custom ticket field (I called it Custom Type). It's a drop-down menu. You can choose 4 or 5 or others (up to your business needs).
2) Then you should deactivate the default questions. In my case I deactivated the Type Systems field:
3) After you should go to the Ticket form area
There you should update the Tickets default form
4) You should replace the default Type with your own Custom Type:
5) And here we go. Instead of the default Type system field (with 4 unchangeable options) we have our own Custom Type field (with 5 custom options).
Hopefully, it helps.
Thanks @... - I mainly am asking if and how to do this so I can have a task on a problem or incident ticket - I guess I need both the default type field and the custom one. But can the custom one still have incident and then allow a ticket to be attached to problem?
Thanks for your interesting question.
Yes, you can keep both the default type field and the custom one:
1) When you have the default type field with Incident, then allow a ticket to be attached to a problem
2) However, for the custom type field when you are using Incident, unfortunately, you couldn't activate the "Linked problem" form
Hope for your understanding,
Kind Regards
The issue with deactivating the "Type" field is that you can no longer use it to calculate SLAs. ZenDesk really needs to make this field editable, and enable admin to set up SLA calculations on any/all of the options.
Hi Elizabeth, while it's unfortunately not possible with native Zendesk functionality, you are able to keep the native "Type" field and use a custom type field at the same time using our Field Conditions app. We have a blog post on how to make this work here. This will allow you to keep your current SLA calculations while also letting you still link incidents to problems.
I'd like to request that "Escalation" be added to the system default field "Type". This way we can track customer escalations effectively. It would be nice if it functioned in the same way a Problem ticket functions.
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