Adding custom fields to your tickets and support request form

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28 Comments

  • benjamin

    Hello ! 

     

    I am trying to add a field on my support form but the custom field won't show.

    I am on a pro plan with 1 single form. The custom field is added to the form and I selected "editable for end user". But still the field won't show ! :'( 

     

    Any idea why ? 

     

     

    0
  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hey @... -

    Sorry you're having trouble.  If you've just created the field, you may need to wait a couple minutes and / or refresh your browser to get it to appear on the Ticket Form.  If that doesn't resolve things for you, I'd recommend opening up a support ticket to review things further.

    Hope this helps!

    Brandon Tidd
    729 Solutions

    0
  • benjamin

    It's not changing since 1 hour and I tried with 3 different browsers... Can you give me the support adress ? I don't find it anywhere. I just see an "answer bot"... No way to speak to someone.

     

    Thanks ! 

    0
  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi @... - 

    Oh dear that doesn't sound right at all.  You can always email support@zendesk.com (make sure to include your subdomain).  You can also access support from within your instance by clicking on the dropdown menu in the upper right corner:

     

    From there you should be able to click through to live chat with a Support Rep.  Good Luck!

    Brandon

    0
  • benjamin

    FYI I don't see what you see :) The closest to what you have is "assistance rapide" ("get help fast") but it describes the zendesk features only... Does not open a chat or something else... 

    I will contact support@....com

    thanks for your help.

     

    0
  • Administrateur -

    Hello,

    I would like to make the 'Canal' system field visible to my agents.

     

    (i'm not sure of the name of this field in english , but this field indicates wether the ticket was created from a mail , a call, ...)

    Could you plesae tell me if it is possible and how i could proceed ?

    Thanks

    1
  • Brett Bowser
    Zendesk Community Manager

    Hey Bruno,

    I would recommend creating a custom ticket field for ticket channels using the instructions I provided.

    Then you can create a trigger that will set this custom field based on the Channel the ticket is received from. The conditions you can use are:

    Ticket > is > created
    Channel > is > web form

    That should hopefully help get you started!

    0
  • Bonaliza Garcia

    Hi,

    I have a custom form that has a custom field that is editable by end user. 

    The custom field is a dropdown and I'm trying to populate that field depending on what the user picks.

    I've tried doing this on POSTMAN using the request API but the response returned with an empty string value on the custom field. Am I doing anything wrong?

     

    0
  • Steve Wells

    Is it possible to add a ticket field that is like another Requester with a drop down list of Customers to choose from ? or even better linked to the requester and cc'd?

     

    0
  • Remi Saumet
    Zendesk Customer Care

    Hi Steve Wells,

    Thank you for your post, hope you are doing well today !

    In your case, it seems the CC field in the ticket would work :

    If you want to select from a pre-defined limited list, there is not a native feature available for this.

    A workaround here could be to add CCs based on organization. You can try to create orgs for predefined CC lists with the following app : Carbon Copier.

    However, this app is a 3rd party one, and we cannot provide support on it.

    Hope this helps, if not, please let me know !

    Have a great rest of your day.

    Best regards,

     

     
    0
  • Scott Davis

    I've created a custom text field called URL. is displays on the left side of the agent interface in support. Is there a way to make it clickable? Right now it's just text. Perhaps a new custom field with type URL could be implemented in future releases?

    0
  • Cheeny Aban
    Zendesk Customer Care

    Hi Scott,

    Unfortunately, there is no native way to create clickable custom fields at the moment. There is an existing feature request related to what you're seeking:  Getting a ticket and organizational fields to contain a clickable hyperlink

    You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.

     

    0
  • Jake Galtman

    Hello,

    I was wondering if you can add a custom field that would let the customer set the priority level of a ticket inside the "Submit a Request" form via the Help Center?

    0
  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi @... - 

    A couple of options here.  You could just update the stock Priority field to be end-user facing:

    Another option would be to create your own custom drop down field and then use triggers to map to corresponding priority.  IE:

    ALL
    Ticket is Created
    UserPriority Is CODE RED
    Action
    Priority is Urgent.

    Hope this helps!

    Brandon Tidd
    729 Solutions

     

    0
  • CaSonya Featherston

    I added a custom field to our ticket form and chose multi-select, however when I go into a ticket, it displays as a drop-down list instead and I am not able to select more than one option.  What am I doing wrong here?

    0
  • Joyce
    Zendesk Customer Care

    Hey @...,

    I would recommend that you go to Admin > Manage > Ticket Fields and check the field type for this field as it might accidentally be created as a Drop-down field instead of a Multi-select field. The ticket field will retain its original field type and has to be recreated if needs to be converted using another ticket field type.

    Hope this helps!

    0
  • Constantine Kuks[CSOC]

    The "Title shown to agents" seems to be redundant.

    Since every time I edit it, the field name changes and when I change the field name the "Title shown to agents" changes.

    Is it possible to edit those separately?

    I need the field name to be more verbose so I will be able to know what it applies to.

    But for the agents I need the field name to be shorter, for example:

    Field name: Internal IT categories.

    But the agents should just see "Categories" when they select the appropriate ticket form.

    So in short, I need several different category drop-down lists for example but the agents should only see "Category" on the form.

    A solution would be appreciated.

    Konstantin

    0
  • Cheeny Aban
    Zendesk Customer Care

    Hi Constantine Kuks,

    Are you editing a Ticket Field that is editable for end-users and agents? If yes, you should have the option to change the ticket field separately. From Support, go to Admin> Ticket Fields> Add or Edit Fields

     

    -1
  • Constantine Kuks[CSOC]

    No,

    Let's try it with a visual aid....

     

    It is impossible to edit these 2 fields separately.

    I change one the other changes as well. As the dev/admin for the platform I need to create several fields that I need named one way for me ( for administration purposes ) and different for agent and end-user.

    Why does these 2 fields even exist separately if they are hard-tied together?

    The way that the new field creation is built, suggests that there should be an option to edit them independently. ( As they should, considering the situation I outlined in my previous post, this is not a far fetched situation where you need several similar fields for different forms but want to be able to distinguish them as the admin ) 

    0
  • Cheeny Aban
    Zendesk Customer Care

    Hi Constantine,

    Unfortunately, that is expected behavior. The title shown to agents follows the ticket field title and this is hardcoded in the system. We understand your need for this functionality so I am marking this comment as Product feedback.

    We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendes

     

    0
  • Trackdays Customer Service

    I'm trying to create a new customer form, but no matter what i do the submit button remains greyed out even though all the fields have an entry in them.

    I stripped the fields back to just be subject and description to see if was one of the fields causing the issue, but the submit button still remained greyed out when the form was filled in.

    Has anyone got any ideas as to what im missing? I've got 3 other custom forms which all work fine.

    I even cloned one and published it and had the same problem so it seems to only be on new forms that i'm adding.

    Any help/ guidance would be great

    0
  • Beau P.
    Zendesk Customer Care

    Hello Dan,

    As a first step in troubleshoot I'd recommend testing within an incognito browser window, as well as after clearing your cache and cookies in your main browser session. If these steps do not produce improvement your next stop would be testing with the string ?noapps amended to the end of your url. This will indicate if there is potentially an issue with an app that's causing interference with ticket function; additional details here: https://support.zendesk.com/hc/en-us/articles/229496847-How-can-I-troubleshoot-issues-with-apps-

    Beau | Customer Advocate

    Ask our Zendesk Community

    0
  • Trackdays Customer Service

    Thanks Beau

    The issue is still there in incognito window. Interestingly enough when i put ?noapps at the end of the url, the form redirects back to the main help page.

    0
  • Beau P.
    Zendesk Customer Care

    Hi Dan,

    I'd recommend submitting a ticket to support@zendesk.com so we can review your case specifically in further detail.

    Beau | Customer Advocate

    Ask our Zendesk Community

    0
  • Michael J

    I added a custom Text field -- however when creating a trigger, I do not see it is available to select as an actionable item. I only see my drop down custom fields. Is this WAD (working as designed) or am I missing something? 

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Michael J

    It could just be that you need to refresh your browser. Sometimes when I add a new custom field that's what I have to do. FYI for text fields you'll only be able to test that it has something in the field or not.

    0
  • Michael J

    Thank you for the response Heather, however the custom field does show up under the Add Conditions section, however it does now show up under the Add Action.  IP address is a text field and it shows up under Add Condition but no Add Action. 

    Below is the Add Condition section. 

     

    Below is the Add Actions section 

    0
  • Katie
    Hello Michael!
     
    According to this article, only the following field types are available as Trigger Actions: Checkbox, drop-down, and date custom fields. I hope this helps!
     
    If you are still having issues, please let me know and we can look to open up a ticket and look more closely at your account.
     
    Best, 
    1

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