Question
How can I change the order of my ticket fields?
Answer
You can reorder ticket fields in the ticket forms page. Select the field you want to move and manually drag it up or down to the desired position on the form.
Custom fields respect this order in the form of your help center, but they always display below the system fields. When you view a ticket on your instance, Brand, Requester, Form, and Tags remain on top of the custom fields. If enabled, Followers and Sharing will also display on top of the custom fields.
If you want to reorder the fields in the contact form of the Web Widget (Classic), see the article: Can I reorder custom ticket fields on my contact form?
Video
18 comments
Starr
Hi. How can we reorder ticket fields in the agent interface? See screenshot. Thanks in advance!
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Gab Guinto
If you go to your Ticket forms page, as mentioned above, you can reorder the ticket fields added to the form by dragging them to the desired position.
Note that the order of fields will also be updated on your customer-facing forms (if have them on your Help Center).
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Matt Creveling
I was going to respond and say that the ticket fields did not rearrange for the agent when we edited the form - they were still showing in the wrong order. Had to wait 10 minutes and refresh the page and then the agent saw the ticket fields in the right order.
In summary - if this doesn't seem to be working just refresh / try again in 10 minutes.
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Stéphanie Cettou
Hello,
I refresh the page multiple times, closed, etc. And I waited more then 10min. But, my fields are still not on the order I asked for...
Any other idea?
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Cheeny Aban
I created a ticket on your behalf and will send you an email to further troubleshoot this issue. I look forward to hearing from you
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David Waite
@... I have the same problem as above, can you advise?
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Brett Bowser
I've created a ticket on your behalf so our Customer Care team can look into this for you.
You'll receive an email shortly stating your ticket has been created.
Cheers!
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Zac
Brett Bowser I have the same issue, please can you advise on how to fix this?
Thanks,
Zac
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Brett Bowser
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Christopher Wagner
Brett Bowser I have the same issue, please can you advise on how to fix this?
Thanks,
Chris
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Brett Bowser
I hope this points you in the right direction!
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Angela Stevenson
I have exactly the same issue. Saved it copious amounts of time, logged in and out again. Waited a few hours and still nothing. Ive contacted the Zendesk customer support but your are only allowed 126 characters to send the message? This isn't a good experience for us your customers and Ive wasted all morning trying to resolve it. If there is a problem, which from previous messages then surely this needs looking at? As the how to do notes dont match the outcome.
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Angela Stevenson
Just wanted to say your colleague Erwin in the customer support team has been outstanding and resolved my issue. For those who have the same issue, it could be browser related. I was using Edge which isnt updated and you should always use chrome. Can you pass this feedback onto his manager please 1580651. Thats my ticket number so you can find him.
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Brett Bowser
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Kristine Miranda
Is it possible to move down the "Your email address" field in the ticket forms? This field seems to be standard and cannot be updated from the Forms view in Admin center.
We want to put the custom field we created "Your name" above the "Your email address" field.
There's no "Your email address" field in the Forms view to edit/drag.
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Darenne
Unfortunately, there is no native option to edit this label (Your email address). There's a way to edit it via JS code as outlined here but I am not able to find any related information about reordering it. This might be possible via coding but it's already out of our scope. I would recommend that you post this on the same community forum I attached so your comment will be routed directly to our Dev/product team.
Have a lovely day.
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Barbara
Hi,
I have the same issue as everyone above. I have sorted my ticketfields the way I want them to appear. It has already been 1 week, and they are still not showing in the ticket, in the correct order.
Please advise.
Thank you
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Audrey Ann Cipriano
Hi Barbara, I'll create a ticket on your behalf so we can check on your account. Thank you!
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