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Adding custom ticket fields to your tickets and forms



Edited Jan 22, 2025


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91 comments

Hi, in regard to the submit a request form. The CCs field only is visible when you are logged into Zendesk. For anonymous, the CC's field does not show up. Is there a way to enable it for anonymous users completing the form?

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Gabriel Manlapig

Zendesk Customer Care

Hi Kenny,
 
As of the moment, only signed-in users will see a CC field appear in your ticket form. This is an added security to prevent those anonymous people that aren't signed in to include a whole bunch of other addresses when sending a request -- to avoid any potential abuse from spammers.
 
For more information, kindly visit this article: Adding a CC field to the ticket forms used in my Help Center.
 
I hope that helps! Thank you!
 

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Gerald J

Zendesk Luminary

Is there a way to add a custom field capturing international format telephone number for different countries. Exactly like this plug-in https://intl-tel-input.com/ 

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Gerald J

Zendesk Luminary

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Anne Ronalter

Zendesk Customer Care

Hello Gerald,

in this case, you might want to create a custom field of the "Regex" type.

Here you can find out more about custom field types.

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I have a custom ticket field that is required to solve a ticket, however, this setting is ignored by an Automation that closes tickets that have been open and pending for a period of time. 

How can I require the custom field to be required to update a ticket, or is there another solution to  this issue? 

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Beto

Zendesk Customer Care

Hello Jeff, thank you for your question!

The rule of a ticket field being "required to solve a ticket" is bypassed by Business Rules (like Triggers and Automations) as you can see on this article above:

Depending on your custom file type and its options, you might be able to make this required by adding some conditions that use the ticket field in question. Then the Automation would not run until the conditions are met.

I hope this was helpful!

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Is there a character limit on the custom field title and description (for both agents and end-users)? I have a field that needs some instruction for users, but I get an error every time I shorten things. It would be nice to know my limit vs continuing to guess. Hopefully this is a simply one, but I have tried searching for this 10 different ways and can't find an answer! Thank you!

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Is it possible to have a custom field which allows customers to upload an attachment? We need customers to provide a screenshot and it would be great to use a custom field in the bot flow to do this

 

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Gabriel Manlapig

Zendesk Customer Care

Hi Hayley,
 
Right now, there is no option to add an attachment field in the flow builder. However, your customer will always have an option to attach a file in the messaging conversation by using the attachment button beside the composer. Here's a quick demo:
Attach file.gif
I hope that helps. Thank you!
 

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HI!! I would like to know if is possible to create a field on the contact form to attach documents and mandatory. I know there is a field for attaching documents, but I'd like to have one more of this mandatory at the moment to send.

Please, help me!

Thank you 

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Leticia - not a perfect solution but the way I handled this was to put a checkbox above the attachment field that is required for them to check and is a confirmation that they did upload an attachment. It doesn't always work ;)

 

And you can't make that word "optional" on Attachments go away!!

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I wanted to create a custom field ticket (type: look up).

Is it possible to filter the look up field based on the ticket requester?

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Gabriel Manlapig

Zendesk Customer Care

Hi Ariya,
 
I'm afraid we don't have a native solution here. Because the look-up or conditional fields functionality doesn't allow for dynamic population based on the requester or other ticket attributes.
 
Thank you!
 

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"You can add numerous types of custom fields to tickets and they can be visible to agents only or to both agents and end users. You can include custom fields to your support request form by adding them as editable and visible."

It seems like we can only use custom TICKET fields, but not USER fields. How does customer to provide information about themselves, rather than the specific ticket (Address, phone, birthday, model purchase, etc.) - thigs that will always be true to for the customer and we can reference no matter how many tickets they put in.

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Brandon Tidd

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hi Andres,

You are correct - the user can only inform ticket fields, as the assumption is that the user data is already known (a fairly broad assumption, given the myriad of use cases that Zendesk allows for).  

That said, you can inform user fields based on ticket field content via a web hook.
Ahmed Zaid provided a good tutorial here: https://support.zendesk.com/hc/en-us/community/posts/4657897244442-Updating-a-User-Field-with-Zendesk-Api

Hope this helps!

Brandon

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Thanks Brandon,

Unfortunatly I'm not a developer and don't have clue as to how to implement what Ahmed Zaid suggested. Are there any articles that can help me get started with how to update customer fields from customer inputs?

Thanks

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Brandon Tidd

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Andres,

This article provides a good primer on creating web hooks.  https://help.successcx.com/hc/en-au/articles/900002080763-How-do-I-add-a-Zendesk-internal-note-to-a-ticket-via-a-business-rule-

Combined with Ahmed's notes in the comments of the previous article, this should nudge you in the right direction.  Unfortunately, there's not an 'out of the box' solution on this issue.

I'd also like to share that if more Zendesk-related help is needed, 729 Solutions and other Premier Partners offer professional services that allow you to take your Zendesk instance to the next level

Cheers,

Brandon

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It seems that I can't change a relationship lookup custom field permissions from "Agent can edit" to "Customers can edit" - is that by design or am I doing something wrong? 

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Elaine

Zendesk Customer Care

Hi Michi,
 
Lookup relationship fields help you connect different pieces of information. For example, you can use them in triggers to set conditions or actions based on related records and this is expected that only agents have the permission to access this kind of custom field. 
 
I hope that clears that up! Cheers!

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Hello, 

I want to add sub questions under the ones in help page. Like when the user choose 

- I have a question about my account

I want them choose sub category under this. 

Is there any chance you can tell me how I can do this? 

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How can we add a pop up or alert message about any rule or info before the user submits his ticket through Zendesk. For e.g. what I want is if we select a certain category, there should be a pop up message or alert message to notify the user.

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I created custom field to collect contact number from customer but I can't see that field while creating bot (messaging). Please suggest.

I want to create a Bot, but having trouble in viewing the field.

I have followed the steps shown above and created my custom field, I am using Enterprise version.

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Jakub

Zendesk Customer Care

Hello Zaffar,
 
If you don't see a custom field you created for your bot, it is most likely due to two reasons:
 
  1. The bot only supports two types of fields at this time, Text and Dropdown fields, if your field is of Numeric/Multiselect etc type, it will not be available in the bot. 
  2. The fields needs to be "Customer can edit" in the field permissions. 

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Hello!

 

How do I make the custom fields change language when the help center is in a different one? EX, my custom fields are created in English, but if the help center language is in French, they will show in English and the default fields will show in French (see below) 

 

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Paolo

Zendesk Engineering

Hi Stephany,
 
You can use dynamic content to translate your ticket fields. For more information, kindly refer to this article: Translating ticket fields using dynamic content.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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Is there a limit on the number of custom fields that we can ask the customers to fill out? I tried creating a form with 4 custom fields. For some reason 1 of the custom fields is not showing. At first, I thought there may be an issue with the field so I created a new field but the issue is the same. I tried to remove 1 of the fields that is showing so now I have 3 custom fields and the field that is not showing earlier is now showing. Is there a way we can change the limit of custom fields on an end user form?  

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Brandon Tidd

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Judith Ilagan -

 

There is a limit, but it's wayyyy more than 4.  This sounds like more of an issue with the design of your help center, or maybe something with your field & form configuration.  I'd recommend opening a trouble ticket with Zendesk so that they can investigate further.  If they can't figure it out - I'd welcome the chance to drop into your instance and help.  You can find me at 729Solutions.com.  That said, it defintely sounds like a configuration error that Zendesk should be able to help you sort out.  

 

Cheers,

 

Brandon Tidd

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Hello Brandon Tidd 

Looks like you know a lot of things so I'm asking you directly.

We have some custom fields that agents are required to select before closing a ticket (called “ Contact Reason”. I'd need to add new value to that list and when I 'm using the same format of the ones that are currently in place, it seems not working and the new value does not shows up in the ticket. When adding a new value in there, are we also required to create somewhere else the related value to make it work (maybye it require some database permission or something like that) ? Thank you

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Brandon Tidd

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey LD SB

 

Thanks for reaching out!  I can see that you are using dynamic content as placeholders inside of your dropdown.  This would require you to first define the dynamic content in the admin center (under the aptly named Dynamic Content section) before adding it to your dropdown field.  Once this is completed, there may be a slight delay (~15 mins) before the value is visible in the help center to end-users, but it should be available to agents internally with a simple refresh of your browser.  More info is available here: https://support.zendesk.com/hc/en-us/community/posts/6595856382618-Dynamic-content-in-custom-fields

 

Hope this helps!

 

Brandon

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