Adding custom fields to your tickets and support request form

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78 Comments

  • Kenny Rohan

    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

    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

    Andre Lee

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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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  • Jeff Radovan

    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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  • Maring

    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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  • Hayley Johnson

    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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  • Leticia

    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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  • Nikki Goodson

    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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  • Ariya

    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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  • Andres

    "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
    User Group Leader Community Moderator
    The Humblident Award - 2021

    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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  • Andres

    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
    User Group Leader Community Moderator
    The Humblident Award - 2021

    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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