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How do I reorder ticket fields?

Zendesk Team
  • Edited

Question

How can I change the order of my ticket fields? 

Answer

You can reorder ticket fields on all Support plans within Admin Center, and navigate to the Ticket Forms page. On this page, change the order that ticket fields are displayed on ticket forms, by clicking on any field and manually drag it to the desired position on the form.

The custom fields move around in the order that you have them, but they are always below the system fields. When viewing a ticket on your instance, Assignee, Brand, CC, Form, and Tags remain on top of the custom fields.

If you want to reorder the fields in the Web Widget's contact form, see Can I reorder custom ticket fields on my contact form?

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11 Comments

  • Starr

    Hi. How can we reorder ticket fields in the agent interface? See screenshot. Thanks in advance!

    0
  • Gab Guinto
    • Edited
    Zendesk Customer Care
    Hi Starr,
     
    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.
    When you save the changes and then open a ticket, the fields on the left side pane should be ordered based on how they are listed/arranged in the ticket forms page.

    Note that the order of fields will also be updated on your customer-facing forms (if have them on your Help Center).
    0
  • Matt Creveling
    • Edited

    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.

    0
  • 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? 

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi After Sales Manager, 

    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
    0
  • David Waite

    Cheeny Aban I have the same problem as above, can you advise?

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey David,

    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!
    0
  • Zac

    Brett Bowser I have the same issue, please can you advise on how to fix this?

    Thanks,
    Zac

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Zac, I created a ticket on your behalf so we can dig into this with you. Thanks for bringing this to our attention!
    0
  • Chris Wagner

    Brett Bowser I have the same issue, please can you advise on how to fix this?

    Thanks,
    Chris

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Chris, I would recommend reaching out to our Customer Care team directly within your account using these instructions: Contacting Zendesk Customer Support

    I hope this points you in the right direction!
     
    0

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